As Black Friday and the year-end holidays approach, online purchases are multiplying. Clothing, appliances, gifts, furniture... Ordering online has become a reflex for many consumers. But what to do when your parcel doesn't arrive, the product received doesn't match your order, or you simply change your mind? The Consumer Mediation Service reviews some frequently encountered situations and explains your rights.
Regarding a non-delivered parcel, your first point of contact is the seller, not the carrier. It is the seller's responsibility to ensure the proper execution of the sale and the delivery of your order until you receive the goods. If the agreed delivery time is not met, you can ask the seller to proceed with delivery within a reasonable additional period. If the seller fails to comply, you may, under certain conditions, terminate the contract and obtain a refund of sums paid. However, a simple delay of a few days does not automatically allow you to cancel your order; the agreed delivery time and the circumstances of the sale must be taken into account.
For most online purchases from a professional, you have a withdrawal period of 14 calendar days, without needing to justify your decision. For the purchase of a good, this period generally starts the day after its receipt. To exercise your right of withdrawal, you must inform the seller of your decision within this period, then return the good in accordance with the stipulated procedures. Remember to check the return conditions and respect the applicable deadlines. Note that this right has several exceptions, particularly for goods made to your specifications or clearly personalized, certain sealed products that cannot be returned for hygiene reasons once opened, and certain services linked to a specific date, such as event tickets or certain reservations.
If your product is defective and covered by the legal guarantee, you must contact the seller from whom you made the purchase, not the manufacturer. The legal guarantee covers consumer goods for two years from their delivery. Depending on the situation, you can request free repair or replacement of the good. In some cases, you may also obtain a price reduction or terminate the sale. Even if you purchased your product during a promotional period like Black Friday, you retain your rights under the legal guarantee.
When a seller announces a price reduction, they must indicate the previous price, which in principle corresponds to the lowest price applied in the 30 days preceding the reduction. This rule applies notably to Black Friday promotional announcements. Before ordering, take the time to verify the seller's identity, the total price to be paid, the delivery and return conditions, and the procedures for exercising your right of withdrawal. In case of problems, prioritize a written complaint to the seller and keep useful proof: order confirmation, invoice, exchanges with the company, proof of payment, and, if applicable, proof of parcel return. If you cannot reach an amicable solution with a company established in Belgium, the Consumer Mediation Service can, when conditions are met, intervene free of charge to help you and the company find a solution to the dispute.
