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.
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.
Your personal data are also processed to make it easier for you to use our web pagesThe purposes of processing are described in detail in the settings under "CHANGE MY CONSENTS" and in the Cookie Policy.Your consent is voluntary and is valid for 12 months. You may withdraw it at any time or renew it in the Cookie settings on the home page. Withdrawal of your consent does not affect the lawfulness of processing performed before the withdrawal.
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.
Product returns: rules and settings
How to find a parcel in the Returns tab
Each parcel that the buyer returns using the available Allegro return options must have a dispatch label. Thanks to the information on the label, you can easily find the parcel in the Returns tab and associate the refund with the buyer.
If a buyer wants to return a product they bought from you, they should make sure:
- the deadline for return has not passed
- they have the right to return the goods ― see when you can refuse to accept the return of the goods.
How the buyer can return a product
Buyers can return their purchase, for example, through the Allegro return form. They can choose free return methods within Allegro Smart!, return the parcel within the Do not pay for consumer returns on allegro.hu campaign, or pay for the return parcel and dispatch it at their own expense.
Each parcel the buyer returns with an Allegro returns option needs to have a dispatch label. With information on the label, you can find the parcel in the Returns tab, and identify the buyer easily.
How you can find the return parcel in the Returns tab
You can check the return status in the Returns tab.
To find a given return parcel and link it to the buyer, enter one of the following details in the search bar:
- tracking number ― you can find it on the dispatch label
- return ID ― we generate it when a buyer uses the Allegro return form, you will see it next to a specific return
- the buyer's phone number
- the buyer's login
- the buyer's first and last name or
- offer title.
On every consumer return label, you can find a refund ID in the following format: XXXX/202X (the number after the "/" refers to the year, for example, 50J5/2025). Depending on the carrier, the return ID might be labeled as a Return, Consumer Return, or External Reference in the case of international labels.
If you cannot find the return ID on the label, it is possible that the return was dispatched with another return method, outside Allegro, or the parcel was returned as an uncollected order.
Depending on the carrier handling the return, the tracking number may appear in different places on the label. See below to learn how to find it.
Where you can find the tracking number on the return label
If the buyer returns a product bought on allegro.pl with:
- InPost, Poczta Polska or DPD ― the return tracking number is on the label under the barcode
- UPS ― the return tracking number is on the label under Reference No.1 and starts with A
- DPD ― the return tracking number is on the label in the field under the delivery address and starts with A
- Allegro One Courier ― the return tracking number is on the label under Nr paczki (Parcel number) and starts with A
- Allegro Delivery — the return tracking number starts with AD.
If the buyer returns the product bought on allegro.cz:
- from Poland to Czechia, or to Czechia — the return tracking number is on the PPL label, under PPL Identifier — it consists of 11 digits
- to Slovakia ― the return tracking number is on the DPD label.
If the buyer returns a product bought on allegro.sk from Slovakia:
- to Slovakia ― the return tracking number is on the DPD label
- to Poland — the return tracking number is on the DHL label, under Reference Nbr — it consists of 11 digits
- to Czechia — the return tracking number is on the DHL label, under PPL Identifier — it consists of 11 digits.
If the buyer returns a product bought on allegro.hu from Hungary :
- to Poland — the return tracking number is on the DHL label, under Reference Nbr — it consists of 11 digits
- to Czechia — the return tracking number is on the DHL label, under PPL Identifier — it consists of 11 digits
- to Slovakia ― the tracking number is on the DPD label.
When you can refuse to accept a returned item bought on Allegro
Situations in which you may refuse to accept a return are stipulated by law. Check the list of cases in which you can do it.
When a buyer withdraws from the agreement, you may deny the buyer the right to return an item (as stipulated in article 38 of the Act on consumer rights). In the case of products with a restricted or disabled return, buyers will see the status Limited return or No return in the offer.
Limited return
Buyers will see it in offers with the following products:
- audio and/or visual recordings, computer programs in sealed packaging that the buyer opened — for example, the buyer removed the protective film from a factory-sealed game or a disc with music or video
- products delivered in sealed packaging that the buyer cannot return 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 entrepreneur 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 poured into the car.
No return
Buyers will see it in offers with the following products:
- products with a short shelf-life or one which is perishable — for example, cottage cheese, fresh vegetables, plants and cuttings
- newspapers, periodicals, or magazines (with the exception of 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
- items produced to the individual order of the buyer, according to their instructions — for example, a T-shirt with 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.
You are not obliged to accept a return due to withdrawing from the agreement in the following cases
- you are a private person and you do not run a business or conduct professional activity (you can choose whether you want to accept returns)
- you receive the buyer's notice about withdrawal from the agreement later than 14 days after the order delivery
- the purchase is related to the buyer's business activity
- the service has been fully provided with the explicit consent of the buyer who had been informed that they would lose the right to withdraw from the agreement once the service is completed
- the buyer has been informed about the exclusion of withdrawal from the contract under Article 7aa[1] of the Act on Consumer Rights.
[1]In the case of purchases made before January 1, 2023, ―Article 38 of the Act on Consumer Rights.
How to provide the buyer with the returns form
To provide the buyer with the returns form, please provide the return and complaint conditions. You will do it in the appropriate tab, and these conditions will be visible in the offers in which you choose them.
In order for the buyer to use the returns form, you need to add a returns policy in the Returns terms tab.
When a registered buyer submits a returns form, you will receive an email with all details needed to make a return.
How long will the returns form be available for a buyer
It depends on the number of days you determine in the Deadline for withdrawal from the agreement field — a minimum of 14 days — and on the estimated order completion time.
How to create a returns terms and add it to the offer
If you want your offers to be marked with the Allegro Smart! badge, you must specify the terms of returns. Specify them in the appropriate tab and add them to your offers.
You need to specify the terms of returns so that potential buyers know when they can return a product or where they should send it back. You are obliged to do so according to our Terms & Conditions. It is also required if you want your offer to be marked with the Smart! badge.
You can also manage returns terms through the Allegro API.
How to create a returns terms
- Open the Returns Terms tab.
- Click [add returns policy].
- Complete the name of returns policy field.
- Complete the form with applicable details.
- Click [save].
How to add returns terms to an offer
You can do it while listing an offer or after it's been listed.
While listing the offer
- In the listing form, go to the Offer terms section.
- If you have only one term for returns, we will automatically enter it in the listing form. If you have more than one term, select the terms you want to add to your offer from the Returns terms list.
- Once you complete the remaining fields in the form, click [list an offer]. It will contain the returns terms you have selected.
After listing the offer
- Go to the My Assortment tab.
- Select the offers to which you want to add returns terms.
- Expand the Edit option on the green bar at the bottom of the page, and select Returns Terms.
- You will see a pop-up window with the returns terms you have created — select the terms you want to add.
- Click [save] to confirm the changes.
How to unlink a returns terms from an offer
If you are a natural person who does not carry out business activity and you do not want to share terms of returns in your offers, you can unlink them.
- Open the My Assortment tab, and click Options next to an offer from which you want to unlink return terms. Then, click Edit. This will open the offer editing form.
- In the form, in the Offer Terms section, expand the Return terms drop-down list, and check select.
- Next, click save at the bottom of the list.
This way, you will unlink the return policy from the offer. If you want to do it for multiple offers, repeat the steps above for each of them.
How to remove returns terms
- Open the Returns Terms tab.
- Click the three vertical dots next to the terms you want to remove.
- Select the Delete option from the drop-down list. Confirm your choice in the section we will display.
We will display a notification if the returns terms you want to remove are added to an offer. In that case, you can:
- cancel the removal of the returns terms
- link other returns terms to the offer.
If you select the [assign new terms] option when removing the current returns terms, we will redirect you to the My Assortment tab, where you will be able to do that. In the tab, you will see the following message:
Check how to add new returns terms to offers.
If you add new terms to an active offer, its update may take up to several hours. The previous returns terms apply until the offer is updated.
If a customer purchases a product in the offer with changed returns terms, we will show them the information, such as the return address, that was assigned to the offer when the customer was paying for the order.
What else you can do in the tab
Create a copy of existing returns terms — expand the list and select the [Create similar] option next to the terms you want to copy. We will display a returns terms form with the copied terms' details — the title will not be added. The remaining information is copied. You can edit any section in that form and save the copied terms.
Check which offers given returns terms are linked to — click [display offers] next to selected terms. We will redirect you to the My Assortment tab, where we will display the terms.
Complaints and returns from the buyers ― frequently asked questions
Familiarize yourself with the rules and the most popular issues related to complaints and returns from buyers that apply to sellers on Allegro.
Questions
- Can the buyer file a complaint about defective items at all transaction types (auctions and buy now)?
- Do I have to grant a warranty on a purchased item?
- Can a buyer withdraw from an agreement only if they have bought new items?
- Can a buyer withdraw from an agreement if they have a VAT invoice issued for them?
- Can a buyer withdraw from an agreement if they are a sole trader?
- Can I declare on the offer page that I do not accept returns?
- Does the buyer need to return an item in an original packaging?
- Does the buyer need to declare in writing that they want to withdraw from an agreement and return an item?
- Does the buyer need to send a receipt along with the returned item?
- Can I charge the buyer a set amount of money for returning the goods?
- Who covers the shipping cost in the case of withdrawal from the agreement and product return?
- Who covers the shipping cost in the case of a complaint arising from the product's non-conformity with the agreement?
- Learn more
Can I file a complaint about defective items at all transaction types (auctions and buy now)?
Yes. However, the buyer cannot complain about a product based on a defect or lack of conformity of goods with the contract if that defect was disclosed in the offer description.
Do I have to grant a warranty on a purchased item?
No. Granting a warranty is not obligatory ― you decide whether you want to offer it. The warranty conditions are determined strictly by the warrantor.
The warranty does not exclude, limit, or suspend the buyer’s rights they have under statutory warranty complaint based on lack of conformity of the goods with the contract[1].
[1] applies to consumer purchases made from January 1, 2023.
Can a buyer withdraw from an agreement only if they have bought new items?
Not only in such cases. The buyer (consumer) who bought used, ex-display, demo, or discounted items (also if they were on sale) also has the right to withdraw from an agreement.
Can a buyer withdraw from an agreement if they have a VAT invoice issued for them?
The right to withdraw from an agreement does not apply to agreements concluded between entrepreneurs (except sole traders). If the buyer has requested a VAT invoice for their purchase, you may have doubts about the nature of the transaction. That is why even if the buyer submits the completed returns form in the Purchase history tab, you have the right to refuse to accept the return[1].
[1] You cannot refuse to accept a return from sole traders in the case referred to in article 7(aa) of the Act of May 30, 2014, on consumer rights ― for purchases made before January 1, 2023 ― article 38(a) of Act on consumer rights.
What rights does the buyer have if they are a sole trader?
Under regulations, sole traders may legally withdraw from an agreement if their purchase is not related to their professional activity, and use the statutory warranty:
- in the case of transactions concluded before January 1, 2023: sole traders can use the statutory warranty on the same terms as consumers unless it was disabled for entrepreneurs.
- in the case of transactions concluded from January 1, 2023: you cannot disable your liability complaints for lack of conformity of the goods with the contract to sole traders whose purchase is not related to their professional activity.
If you have any doubts concerning the nature of business activity conducted by the buyer, you can verify it in the Central Register and Information on Business (CEIDG).
Can I declare on the offer page that I do not accept returns?
No. Putting such information on the offer page is against the law. Moreover, you are obliged to inform the consumer if you exclude the possibility to withdraw from an agreement in cases stipulated by the consumer law.
Does the buyer need to return an item in an original packaging?
The buyer is not legally obliged to return an item in an original packaging. However, the item should be sent back in a box that will protect it from any damage.
You can refuse to accept a return if the item it concerns is either a CD with audio or visual content, or a medium with software originally supplied in a sealed package ― if the package has been opened after delivery.
Does the buyer need to declare in writing that they want to withdraw from an agreement and return an item?
The law does not stipulate the form of declaring a withdrawal from an agreement. The buyer should submit the declaration within 14 days of receiving a purchase — counting from the day following the day when the buyer received the parcel.
The fastest way to file the declaration is through the Returns form. The form can be found in the details of a particular order after clicking [return purchase].
The buyer has 14 days after submitting the declaration to dispatch the parcel.
Does the buyer need to send a receipt along with the returned item?
They are not obliged to do so. However, it is desirable for the buyer to send back a receipt or any other purchase confirmation. Such a confirmation may be:
- the transaction confirmation from the bank account
- a copy of the email purchase confirmation
- a copy of the email payment confirmation.
Can I charge the buyer a set amount of money for returning the goods?
No. The seller cannot demand payment for withdrawing from an agreement (compensation fee). Even if you include such a rule in an agreement (for example, in the online shop terms and conditions), it is invalid.
Who covers the shipping cost in the case of withdrawal from the agreement and product return?
The buyer covers the cost of returning the product unless you have agreed to cover it or have not informed the buyer that they need to cover that cost. You need to make a refund with the same payment method as the buyer used. If the seller selected a delivery option other than the cheapest one available in the offer, you are not obliged to refund any additional costs.
Who covers the shipping cost in the case of a complaint arising from the product's non-conformity with the agreement?
According to regulations [1], the consumer should make the product available to the seller for repair or replacement. However, it does not mean the consumer is obliged to send the product back! The seller should collect the product from the buyer at their own expense.
[1] Article 43d(5) of the Act on Consumer Rights (available in Polish) — the consumer should provide the entrepreneur with the product subject to repair or replacement. The entrepreneur collects the product from the consumer at their own expense.
