Slovakia consumer group clarifies when e‑shop returns can be refused

Consumers in Slovakia generally have a 14‑day right to return online purchases without giving a reason. However, merchants may lawfully refuse a return when the product is sealed in a protective package that the consumer has broken and the item cannot be safely resold for health or hygiene reasons.

The consumer organization dTest explains that two conditions must be met for a refusal: the protective packaging must be sealed and subsequently opened, and the product must be unsuitable for resale due to health or hygiene concerns. The director of dTest, Eduarda Hekšová, notes that the Slovak legislation does not precisely define “sealed protective packaging,” and the EU directive uses the term “sealed package.” Typical items covered by the exception include toothbrushes, opened creams, nasal sprays, diapers, feminine hygiene products, and erotic accessories. Merchants must demonstrate compliance with these legal criteria; a mere claim that the product falls under the exception is insufficient.