The Allegro returns policy — information for sellers

With the help of our form that the buyer completes while returning products on Allegro, or any other way — via email, text message, or mail.

A minimum of 14 days.

On allegro.cz, allegro.sk, and allegro.hu — a consumer who does not run a business activity.

On allegro.pl — a consumer who:

• does not run a business activity
• runs a business activity and purchases products for their business as a natural person but the purchase is not for professional purposes.

They can do it within 14 days.

There are several ways of returning products:

• free of charge — if the purchase was made within Allegro Smart! or within the free consumer returns promotion
• with the paid return, available in selected marketplaces
• at their own expense.

When the buyer uses the free or paid return on Allegro — in the Returns tab, you will see a timeline, return status, and a link that will redirect you to the details on the carrier's website.

The buyer can also return the product on their own. In that case, we will not send you the parcel tracking number. However, the buyer can do it. They can, for example, send you such a number in a text message.

In case of withdrawal from the agreement, the buyer pays for sending the product back.

If the buyer uses the free return within Smart! or free consumer returns promotion, Allegro pays for the return. In those cases, we do not charge you the shipping cost — provided it is a consumer return due to withdrawal from the agreement.

Yes. If the returned product shows signs of use, you can reduce its value.

It depends on the reason for return. In the case of:

• cancellation of a purchase — you have to refund the buyer within 2 working days
• withdrawal from the agreement — you have to refund the buyer within 7 days from the day on which the status of the returned parcel changed to Delivered, but no later than 14 days from the moment you get a product return form from the buyer
• complaint due to the product defect — you have to refund the buyer immediately.

It depends on the reason for product return:

• return due to withdrawal from the purchase (it also applies to purchases paid for and canceled) — you refund the buyer the value of the goods and the delivery cost (it can be the lowest cost indicated in the price list)
• return due to complaint (product defect) — once the complaint is accepted, you refund the buyer the value of the goods, the delivery, the return parcel, and other justified costs.

If the buyer returns the parcel free of charge within Smart!, you do not need to refund them the cost of the return parcel, as there has been no such cost.

You are not obliged to accept the return of certain products.

In the case of a limited return, you do not have to accept returns of the following products:

• audio and visual recordings, computer programs that the buyer received in sealed packaging and opened — for example, if they removed the protective film from a factory-sealed game or a music/video disc
• products delivered in sealed packaging that cannot be returned after opening for health or hygiene reasons — for example, underwear, pregnancy tests, electric toothbrush heads, contact lenses, and masks
• digital content that is not saved on a tangible medium if the service performance has begun with the explicit consent of the buyer before the deadline to withdraw from the agreement and after the seller informed the buyer about the loss of the right to withdraw from the agreement — for example, downloading an eBook or a video game code
• products that are permanently combined with other things after delivery — for example, motor oil the buyer pours into the car.

In the case of an exclusion of the right to return (No return), those are:

• products with a short shelf-life or perishables — for example, cottage cheese, fresh vegetables, plants, and seedlings.
• daily newspapers, periodicals, or magazines (except for subscriptions)
• services or products whose price or compensation depends on fluctuations in the financial market over which the entrepreneur has no control and which may occur before the deadline to withdraw from the agreement — for example, investment products like gold bars, collectible gold coins, silver, platinum
• made-to-order products manufactured according to the buyer's instructions — for example, a T-shirt with a print designed by the buyer
• medicinal products, as defined in pharmaceutical law, food products intended for particular nutritional uses, and medical devices from the pharmacy — for example, OTC medications (the category available only on allegro.pl.)

In all the Allegro marketplaces, the basic period of statutory liability for non-conformity of goods with the agreement is 2 years.

In Hungary (allegro.hu), there is another measure — the commercial warranty. The commercial warranty is valid:

• for 2 years from the purchase — if the product price is between 10,000 and 250,000 HUF
• for 3 years from the purchase — if the product price exceeds 250,000 HUF.

Goods from the Fashion and Footwear categories not covered by the commercial warranty are an exception.

Learn more about complaints in Hungary.

Under the Allegro Terms & Conditions (5.12), if the buyer expects a refund as part of the complaint process, you need to consider the complaint within 14 days of its submission.

Statutory deadlines:

On allegro.pl — 14 days to decide on a complaint. On allegro.cz and allegro.sk — 30 days to decide on a complaint. On allegro.hu — under Hungarian law, you need to respond to the consumer's request within 5 days. Additionally, if you accept the complaint, and the exchange or repair of the product takes longer than 15 days — you need to inform the buyer about it and provide the estimated time of the repair or exchange. 30 days is the general deadline for handling complaints.

Under our Terms & Conditions (5.12), you need to do it immediately.

If the buyer has paid for the purchase in advance, you can make a refund through Allegro Finance. You will do it using the refund form in the Orders and Returns tabs.

You can refund buyers also for orders paid for on delivery on:

• allegro.cz
• allegro.sk
• allegro.hu.

It will be possible if the buyer returns the purchase through Allegro, completes the return form on our website, and provides the details of the account for refund. Learn more about it.

Buyers should return them to you.

On allegro.hu, allegro.pl, and allegro.cz — you do not have any additional obligations due to the rejection of the complaint.

On allegro.sk

In connection with the changes in the Slovak law — from July 1, 2024, you do not need to provide an expert opinion when you reject a complaint about the purchase on allegro.sk. You only need to inform the buyer about your decision.

That change applies to purchases made after July 1, 2024. If you reject complaints that concern purchases made before July 1, 2024, you still need to provide an expert's opinion. That applies to complaints submitted up to 12 months after the purchase.

You must present the expert opinion to the buyer within 14 days of rejecting their complaint. The assessment may be translated into Slovak — it does not have to be the certified translation. The person who issues the assessment does not have to come from Slovakia — learn more about who can issue the assessment.

If the buyer files a complaint more than 12 months after the purchase — the rejection of such a complaint does not have to be based on the expert's assessment — you do not need to send it to the buyer. However, you have to provide the buyer with the details of an expert to whom the buyer can send the product for assessment — if they want to hear their opinion. If the buyer provides the expert's assessment that confirms the validity of the complaint — you are obliged to accept the complaint and compensate for the costs related to the preparation of the expert's assessment.

According to Slovak Article 2, section n) of Act No. 250/2007 Coll., Consumer Protection Act, the expert's assessment must be issued by:

• an impartial expert or
• an authorized, notified, or accredited person or
• a person authorized by the manufacturer to carry out warranty repairs.

The person who issues the assessment does not have to come from Slovakia. It may be someone from Poland or another country who is authorized to perform warranty repairs in a country within the European Union or the European Economic Area (EEA).

What the expert's assessment should include

• The details of the expert who carried out the assessment — who should be impartial, even if they were authorized by the manufacturer themselves.
• Precise identification of the assessed product.
• Description of product condition.
• Assessment's result.
• Date the assessment was carried out.

Buyers on allegro.hu can use the return form and send the product back to the seller from Poland or Hungary. They can send the return parcel:

• free of charge, within the Allegro Smart! service or consumer returns promotion
• at their own expense.

The carrier will deliver the parcel to the address you have provided in returns terms.

Returns of products from Hungary to Poland or Czechia

When a buyer from Hungary returns a parcel to Poland or Czechia with the free Allegro Smart! return, they dispatch it at the MPL POST point. The return is handled by DHL.

Local return — in Hungary

If a customer from Hungary returns a parcel within Hungary, we order the courier pick-up. The return is handled by Express One.

Buyers on allegro.cz can use the return form and send the product back to the seller from Poland or Czechia. They can send the return parcel:

• free of charge, within the Allegro Smart! service
• at their own expense (for example, by purchasing a PPL label/code).

The carrier will deliver the parcel to the address you have provided in the returns terms.

Returns of products from Czechia to Poland

When a buyer from Czechia returns a parcel to Poland within the free Allegro Smart! return or has purchased the PPL label, they dispatch it at the PPL point. Then, the PPL carrier hands the parcel over to the DHL carrier in Poland.

Local return — in Czechia

When a buyer from Czechia returns a parcel to Czechia with the free Allegro Smart! return or has purchased the PPL label, they dispatch it at the PPL point.

Returns of products from Czechia to Slovakia

If a buyer from Czechia returns a parcel to Slovakia, we order the courier to pick it up. The return is handled by DPD.

Buyers on allegro.sk can use the return form and send the product back to the seller from Poland, Czechia, or Slovakia. They can send the return parcel:

• free of charge, within the Allegro Smart! service
• at their own expense — for example, by purchasing a DHL or PPL label.

The carrier will deliver the parcel to the address you have provided in the returns terms.

Return from Slovakia to Poland

When a buyer from Slovakia returns a parcel to Poland with a free return, they dispatch it at the DHL point.

Local return — in Slovakia

If a buyer from Slovakia returns a parcel free of charge within Slovakia, the return is handled by Express One.

Return from Slovakia to Czechia

When a buyer from Slovakia returns a parcel to Czechia with a free return, they dispatch it at the PPL point.

Buyers on allegro.pl can use the return form and send the product back to you. They can send the return parcel:

• free of charge, within the Allegro Smart! service
• at their own expense (they can, for example, purchase the Allegro Paczkomaty InPost code or order the DPD Courier — the return pick-up service).

Carriers that deliver return parcels in Poland:

• InPost
• Poczta Polska
• DPD — within the Allegro One Courier service
• UPS — within the Allegro One Courier service
• Allegro One Courier
• Allegro Delivery.

Carriers that deliver return parcels:

• from Poland to Slovakia — DHL
• from Poland to Czechia — DHL.

When the buyer dispatches a return parcel free of charge within the Smart! service or by purchasing the label (it applies only to allegro.cz, allegro.sk, and allegro.pl) — the return label contains the parcel's number. Enter the number in the search field of the Returns tab. That way, you will find the order that a given return concerns. In the order details, you will check, among other things, the details of the buyer who has returned the parcel. In the Returns tab, you will also check which country the return comes from.