Returns

Returns

When a customer can return a product?

According to Polish law, in the case of online sales (distance contracts), the customer has the right to withdraw from the contract within at least 14 days of receiving the product. In your return policy you can extend this time, so your offers are more attractive.

Some product categories (e.g. perishable, digital or hygiene products) are not eligible for returns. Ensure this information is visible on the product page and in your return policy.

How to return an order in EmpikPlace Seller Dashboard?

  2. Click on "Orders" tab on the left side.
  3. Insert the ID of the returned order in the ”Order ID” field.
  4. Open the order and click ”Refund” in the top right corner. 
  5. You can choose either refunding the entire order or refunding part of the order.
  6. Select the reason for the return.
  7. Decide, if you refund only the product price or the product price and shipping costs.  

All refunds must be issued through EmpikPlace. Only this way we will be able to refund charged commisson.


What are the reasons for returns and for which returns the commission is charged?

While processing a return, the seller selects the appropriate reason for the return in accordance with the information from the customer and the actual situation. It is very important that it corresponds to reality – it allows us to properly monitor the quality of sales and charge a commission only for returns that are the result of the seller's fault.

Reasons for returns we do not charge a commission for:
  1. Canceled orders before shipping (by a customer)
  2. Return without giving a reson (by a customer)
  3. Item not collected (by a customer)

Reasons for returns we do charge a commission for:
  1. Return by a customer (delayed shipping)
  2. Return by a customer (damaged product)
  3. Return by a customer (product not as described)
  4. Return by a customer (product did not arrive on time)

Additionally, only two reasons for returns are available for seller, which can be used ONLY in urgent situations. 
  1. Return agreed with the customer (out of stock) – in the event that the product has been damaged and cannot be shipped, e.g. during packaging.
  2. Cancellation of an order after the seller has made a declaration of revocation on the basis of art. 84 par. 1 of the Civil Code – when the gross price is significantly incorrect.

Remember that the reason for return must be factual. Our team for maintaing sales quality verify returns on EmpikPlace on a daily basis.

Can a seller make a return without consulting it with a customer?


According to the Polish law, acceptance of an order is equal to signing a contract, from which a seller cannot withdraw. After each return, we inform the customer that a return has been made and we ask them if it was agreed with them. Our Customer Support Centre also contacts selected customers proactively to verify that returns were agreed with them. 

Incorrect stock statements (e.g. due to faulty integration) do not entitle a seller to make a return. 

Remember that making a return after accepting an order is only legally permitted at the request of the customer. As a seller, you are not allowed to withdraw from a purchase-sale  agreement that you have entered with customer. We will treat such cases as a serious breach of our terms and conditions. 

How are returns for orders paid on delivery settled?

Orders paid on delivery are taken into account in our system to correctly calculate the commission or possible refund of the commission if the goods are returned. Therefore, once a return has been processed, the balance is reduced and the seller has the option to receive a refund of the commission (in accordance with our terms and conditions). 
However, in order for the customer to receive the funds, it is necessary to make a transfer from the seller's account to the account indicated by the customer, as the funds do not flow through Empik's account, meaning that we are unable to make the refund directly as we have never received the funds. 

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