We care about your privacy
By using cookies and related technologies (e.g. pixels, SDK), as well as by processing your personal data (including unique identifiers, browser data), we can better adapt the displayed content to your needs.By giving your consent to the storage of information on your terminal equipment, and to the access and processing of data, including in the sphere of profiling as well as market and statistical analysis, you will easily find exactly what you are searching for and what you need on Allegro. The controller of your personal data will be Allegro or, in certain cases, our partners (10 partners), including "IAB Europe Trusted Partners" (2 partners). Information about the purposes of personal data processing by our partners can be found in their privacy policies.
We and our partners may process personal data for the following purposes:
Store and/or access information on a device. Personalised advertising and content, advertising and content measurement, audience research and services development. Ensure security, prevent and detect fraud, and fix errors. Deliver and present advertising and content. Save and communicate privacy choices. Match and combine data from other data sources. Link different devices. Identify devices based on information transmitted automatically.
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With this option, you can select the marketplace — Poland (allegro.pl), Czechia (allegro.cz), Slovakia (allegro.sk) or Hungary (allegro.hu). With that, you can read articles about rules applicable to a foreign marketplace in your default language. If you want to browse articles in a different language, click here.
What to do if the buyer files a complaint about defective goods
Details related to complaints are fixed because they result from legal provisions. Check what rules and deadlines apply to you and your customers.
As a seller, you are liable within
- the statutory warranty (for non-consumer purchases) or
- the lack of conformity of the goods with the agreement (for consumer purchases)
if your offer description does not inform about defects or the product’s non-conformity with the agreement.
How much time you have to address the complaint
You have 14 days of filing a complaint by the buyer to consider it. If you do not do it within that time frame, the complaint is deemed upheld by you.
Consumer Sales
In case of a lack of conformity of the goods with the agreement, the buyer has the right to file a complaint. As stipulated in the Allegro Complaints and Returns Policy, if the buyer selects one of the complaint reasons in the Returns form, that means they apply for a full or partial refund as:
- you refuse to make the goods conform to the agreement due to it being impossible or too expensive
- you will not make the goods conform to the agreement
- you are unable to make the goods conform to the agreement in a reasonable time or without undue inconvenience
- despite your attempts to make the goods conform to the agreement (by fixing or replacing them), the non-conformance is still present
- the non-conformance of goods is severe enough to justify an immediate withdrawal from the agreement or lowering the price.
If you uphold the complaint, you have to refund the buyer immediately.
If the buyer wants you to fix or replace the product, they can contact you through a Discussion. The repair or replacement should be carried out within a reasonable time frame and be free for the buyer.
If making the goods conform to the contract in the way the buyer chose is impossible or overly costly, you can:
- replace the product when the buyer demands fixing it
- fix the product when the buyer demands replacing it.
In a Discussion, the customer may also request a price reduction or withdraw from the agreement if the defect is major.
The limitation period of claims
Check the key deadlines.
- The complaint claim may expire after 6 years.
- Within 2 years of delivery, the seller should be able to prove that the goods conformed to the contract at the moment of their delivery to the buyer.
How you can manage complaints
You can find all the Discussions opened due to complaints in the Complaints and Discussions with buyers tab. They are marked with a special badge — Complaint. To manage them:
- Go to the Complaints and Discussions with buyers tab and select a complaint.
- Make sure that the buyer provided all information necessary to process the complaint.
- If the description lacks information or images that could help you process it, click [ask for additional information]. Enter the additional information you need and confirm you want to send the message. The buyer will see your message in the Discussion, and you will see it in the chat below the description.
- Select how the buyer should return the product. Click [without product return] if the buyer does not need to send the product back to you. If you click [schedule a return], specify how you will collect the product from the buyer.
- Make a decision regarding the complaint within 14 days of receiving it — by clicking [accept claim] or [reject claim].
When the buyer sends the product back to you as part of the complaint
The product should come properly secured. The buyer does not need to send the product back in its original packaging or enclose a receipt.
Complaint decision and return
Filing a complaint is free for the buyer. You are obliged to refund the buyer for all the costs they bore in regard to the transaction (for example, the total cost of assembly or installation of the device). As a seller, you bear the cost of fixing or replacing the product, including postal charges, shipping, labor, and materials. The buyer should make the defective goods available to you so can fix them. As a seller, you are obliged to collect the product from the buyer at your expense — you can, for example, provide the buyer with a return label or collect the product on your own.
If you reject the buyer's claims ― send the product back to them. Then, the buyer can pursue their case in court. You can also demand that the buyer cover the shipping cost in case of an unfounded complaint.
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