A Polish consumer ordered a dress from a prestigious Dutch shop.
She returned it, but the return was not accepted. The retailer considered that the dress had defects. The consumer claimed that the defects were already present when she received the package from the shop, which she documented photographically and sent photos in response to an email from the shop. Unfortunately, the seller upheld his decision to refuse the return. Furthermore, he pointed out that the consumer should use the complaint form in such a case, not the return form. The consumer was not aware of this and thought it was sufficient to indicate – not as described – poor quality when returning the product.
Thanks to the intervention of the Polish and Dutch ECCs and the clarification of the situation, the consumer received a full refund of 1 100 Euro.
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