Poland Cracks Down on Illegal E‑Shop Return Practices After TrustMate Report

The TrustMate.io platform released a report identifying seven unlawful tactics frequently used by Polish online retailers to deny consumer returns or refunds. The practices include: misapplying the hygienic‑clause to refuse returns of opened electronics, demanding unopened original packaging, cancelling orders by claiming price changes, refunding purchases as vouchers instead of the original payment method, refusing returns of items bought online but collected in a store, requiring a receipt when other purchase evidence is sufficient, and redirecting customers to manufacturers instead of the seller. The report cites EU Court of Justice rulings that support consumers' rights to return goods after simple inspection. The Polish Office of Competition and Consumer Protection (UOKiK) can impose fines of up to 10 % of a shop’s annual turnover for systemic violations. Consumers are advised to file formal complaints by email citing the relevant legal provisions, and if necessary contact consumer ombudsmen, the Trade Inspection, or the Arbitration Consumer Court. Jerzy Krawczyk, president of TrustMate, warned that repeated infringements could lead to significant penalties and urged shoppers to assert their rights.