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Returning Christmas presents, how to do it? All doubts clarified

How does it work for returns now? Those who have made many, know it well: the return for online purchases is a labyrinth of options.

31 December 2024

4' min read

That present we just don't like, or the shirt our aunt gave us for Christmas might have fit us the last time we saw it, ten years ago; or again: they didn't know what to get us, they gave us a gift card for a site, where there is nothing interesting anyway. How does it work for returns now? Those who have done a lot of it know: the return for online purchases is a labyrinth of options.

It is true that the law allows us the right of withdrawal free of charge within 14 days of delivery, but there are many variables to consider. Times can be longer depending on sites and products. Also: will we have to take care of the shipping and pay for it? Sometimes yes, sometimes no.

When we buy a gift in a physical shop, perhaps, it is easier. We can check with the shop assistants how the return and exchange of products works and thus learn their policies. Online, the information is there but is often buried in the pages of the site or - for smaller ones - missing altogether (and then the law applies).

So how do you do it? In general, given the tight and uncertain timeframe, the advice if the gift does not fit is to act immediately to return it.

For the rest, let us look at some case studies, starting with the main online shop.

Amazon

For the holiday season of 2024, most items purchased between 1 November and 25 December 2024 can be returned up to and including 31 January 2025, or within 30 days of receipt (depending on which event occurs next). Please note, however: items in the categories photo and video cameras, electronics, laptops and tablets, desktops and monitors, computer components, storage and peripherals, stationery and office products, music, dvds and videos, video games and consoles purchased between 1 November and 25 December 2024 can be returned: within 14 days of receipt or up to 15 January 2025, whichever is later.

What about shipping costs? Generally within 14 days Amazon does not charge them. Otherwise, from the 15th and up to the 30th day (if the right of withdrawal offered by the shop is still in force), the user has to pay, but Amazon can charge very low shipping costs, usually EUR 5. Depending on the type of order and the reason for the return, the return method offered may also change. In many cases we can choose free home collection, in others Amazon will charge us for it, while shipping will remain free if we physically take care of it.

Attention, the matter changes if Amazon is not selling and shipping. At the time of return, we may receive the message 'item not suitable' and be invited to contact the seller via Amazon (from the order page) to agree with him on a return with right of withdrawal. We will then have to pay the shipping costs. We may also discover sellers who break the law and refuse the return within 14 days. In this case and generally if we have doubts, we can activate Amazon's chat on the support page. Amazon will help us solve it, generally applying a pro-consumer policy.

A separate matter, finally, if the product reaches us damaged, breaks immediately, is different from that described, or other cases where 'it is Amazon's fault' (as it says on the site). Here the legal guarantee applies - not the simple right of withdrawal - so the consumer pays nothing; not even the shipping costs.

Other large sites

Other large sites now apply conditions similar to those for products sold directly by Amazon. For example, Unieuro does not even charge for shipping within 14 days and sends a courier. Ditto Mediaworld, but with the exception of products sold by third parties (in its marketplace; just like Amazon does). Zara charges a flat rate of EUR 2.95 for shipping.

Beware, however, that the deadline on many sites, even large ones, remains 14 days (not Amazon's extended Christmas deadline, in short). It all depends, in short, on when the gift was given.

Minor sites

Smaller ecommerce sites may only charge the statutory minimum. Shipping costs then to be borne by us. We just have to hope that friends and relatives have not turned to 'pirates' who refuse the right of withdrawal or ask us to pay expensive shipping to China. In these cases, the only hope is that we have bought via Paypal, with which a complaint and refund procedure can be activated.

Exceptions and gift cards

For gift cards, the same 14-day right of withdrawal applies. However, we have to do this within their expiry date (usually one year) and we must not use them even in part. In short, before redeeming a voucher online let's see if the site where we buy has something that interests us. Otherwise, we may not be able to get the gift card purchaser a refund.

Finally, the law has reasonable exceptions: we cannot have a right of withdrawal on consumer products, among which there may also be Christmas presents, in some cases. Such as films or video games of which we have opened the sealed packaging. As is well known, however, we can return a physical product even after we have opened the packaging and even tried it on (in the case of a dress).