When can a customer request an exchange or return of goods?

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Do you know when a consumer can return the merchandise they buy from your company? Many companies end up expanding their exchange and return policies as a way to meet customer expectations.

However, by law, there are scenarios in which the business is not required to exchange an item. In cases where the purchase is made online, for example, the customer can return the merchandise if they change their mind, while in cases where purchases are made in physical stores, the rule may be slightly different.

In today’s post, we will show you what companies’ duties are in these cases so that you can define best practices internally in accordance with the Consumer Protection Code. If you are interested in the topic, continue reading and check out the details!

Three key takeaways from today

According to the Consumer Protection Code, the customer bahamas mobile phone number can return the product or request the exchange of an item that presents defects or problems. In these cases, the company is obliged to accept the request. The deadline for these requests is 30 days for non-durable items and 90 days for durable products. Another reason for exchange or return is the discrepancy in information, as in the case of misleading advertising.
The Consumer Protection Code grants the “right to cancel” to customers who make online purchases and are not satisfied with the product they receive. This rule protects consumers because, in the case of online purchases, they do not have access to the product except through a screen. Therefore, the customer has up to 7 days to cancel the purchase in these cases and request a refund, without any justification. To return the product to the company, the customer can take the item in person to the establishment or send the product by mail. The company itself can also pick up the item at the location indicated by the consumer.
If the company fails to fulfill its obligations, the customer requests help from Procon. If the problem is still not resolved, the consumer can appeal to special courts that deal with cases involving lower amounts. Finally, in the case of physical establishments, the customer is not entitled to a return or exchange due to regret, precisely because they had the opportunity to personally examine the product before purchasing. They only receive their money back or can replace the item purchased in the event of a product defect. For both online and in-store purchases, the company must resolve the problem within 30 days.
Products with defects and problems
The Consumer Protection Code allows the customer to return or exchange products that present defects and problems that compromise the quality, value or functionality of the merchandise.

According to the law, the company is obliged to accept. This damage to the product significantly compromises the customer experience and frustrates the consumer's expectations regarding the item purchased.

It is also worth mentioning that, when the defective item was purchased during a promotion, the valid price is the one without the discount.

Additionally, the customer can request an exchange within 30 days after purchase, in the case of non-durable items (such as food) and 90 days for durable products (such as electronics).

Information discrepancies
Another scenario in which the company is obliged to exchange or return the product is when there is a discrepancy in the information. For example, when the price on the shelf is one thing and, when it comes time to pay, the amount is different.

Misleading information for advertising purposes also falls under this category. So, if a customer feels wronged for having purchased a product that does not deliver what was promised in the advertisement, they can return the item purchased.

Online shopping
When it comes to online shopping, it makes perfect sense for customers to be able to return or exchange products. After all, they only had access to the item on their computer or cell phone screen, unlike in a physical store , where the consumer can handle the product and see what they are buying up close.

Therefore, the Consumer Protection Code offers a period of up to 7 days for the customer to return the product purchased online and receive their money back, without the need to provide any justification.

This time is counted from the moment the consumer receives the purchased product or signs a contract (in the case of services) and the item does not need to have any defects for the law to apply.

But we need to emphasize that this only applies to online purchases, okay? Regarding physical stores, the law is a little different, as we will see in more detail in the next topics.

Right to regret
The Consumer Protection Code calls this possibility offered to customers who make purchases online or outside the physical store the “right to regret”.

This law serves precisely to protect the customer who buys outside the commercial establishment and sees that the product received is not what he expected.

In this case, the Consumer Protection Code relies on the customer's good faith, understanding that they should not use the right to regret their purchase to pay for purchases made on impulse, for example.

However, it is worth noting that there is no limitation whatsoever on the right to regret and it can be exercised even when the customer wishes to return a purchase made on impulse, as the return can be made by the consumer even without any type of justification.

In this way, the aforementioned right of withdrawal gives the customer the opportunity to cancel the purchase, return the item purchased and get their money back without explaining the reason within the period of 7 calendar days from receipt of the product - the count does not exclude Saturdays, Sundays or holidays.