Returns are handled differently depending on whether a product was bought in a physical shop or at a distance. Although this distinction seems straightforward, it regularly causes disputes: customers who believe every purchase comes with a fourteen-day return period, retailers confusing a defective item with a change of mind, and advertised policies applied inconsistently by different staff members.
In physical shops, there is no general right to change your mind
If consumers buy a product in a physical shop and later simply decide they no longer want it, the retailer is generally not required to exchange or refund it. However, a shop may voluntarily offer a returns policy: exchanges within thirty days, store credit, refunds or another solution.
Once that policy has been communicated to customers, including on receipts, signs or marketing materials, the shop must comply with the stated terms.
Online, the general rule is a 14-day withdrawal right
For a distance purchase, consumers generally have fourteen days to withdraw without giving a reason. The law provides exceptions for certain goods and services, but these must be interpreted carefully.
Retailers must inform customers of their right of withdrawal, explain how to exercise it and clarify who pays return shipping where the rules permit. Missing or incorrect information can have consequences beyond the cost of a returned parcel.
Click and collect does not change where the contract was concluded
An order concluded online and then collected in a shop remains a distance sale: physical collection does not remove the withdrawal right where it applies. This differs from a reservation followed by a purchase concluded on the premises. The Ministry of the Economy's guidance on click & collect explains the rights associated with collection.
Refunds cover more than just the product price
Where an online withdrawal is valid, the trader must refund the amounts due within the statutory deadlines, including initial delivery charges under the applicable conditions. In some circumstances, the refund may be withheld until the goods are received back or proof of dispatch is supplied.
Refunds should generally use the same payment method unless the consumer expressly agrees to another.
The legal guarantee of conformity applies both in-store and online
A product that does not match its description, has a defect or is not fit for its intended use is handled differently. The statutory guarantee of conformity applies to goods sold by a business to a consumer, whether in-store or online.
The professional seller remains the customer's point of contact and cannot simply refer them to the manufacturer. Bringing goods into conformity primarily involves repair or replacement under the Consumer Code, followed by other remedies where these options are impossible or unsuccessful.
Practical examples: a broken candle, an opened tarot deck and incense a customer dislikes
A candle arriving broken after an online purchase is primarily a conformity or delivery issue, not merely a change of mind. A customer returning to a shop the next day with an intact tarot deck because they prefer another one is not automatically entitled to a refund unless the store's policy provides for one. Incense purchased online and returned under the withdrawal right must be considered in light of its condition and any applicable statutory exceptions.
Staff should understand these distinctions so that two sales assistants do not give conflicting answers.
Write a clear returns policy
A good policy clearly distinguishes in-store sales, online sales, withdrawal, defects, damaged goods and goodwill gestures. Avoid absolute statements such as 'no refunds', which can be misleading when the law provides a right to a refund.
For hybrid shops, the POS and Shopify should also make it possible to find the original sale, payment method, date and reason for return. This traceability supports margin monitoring and limits abuse.
Measure the cost of returns
Returns are not just a legal issue. Transport, restocking, depreciated goods, customer service time and payment fees affect profitability. Shops should monitor return rates by category and identify products causing unusual problems.
More accurate product descriptions can sometimes reduce returns more effectively than stricter policies. Our article on selling prices also explains why margins must absorb the real costs of retail.
Official sources
DGCCRF — e-commerce rules between professionals and consumers · Service-Public — sales promotions: return rules for in-store and distance purchases · DGCCRF — statutory guarantees of conformity and hidden defects