Being a champion in fun! But not if you order something through the official FC De Kampioenen Webshop. The Inspector receives a complaint from a disaffected listener. According to the conditions of the webshop, you as a customer can only exchange goods, but it is impossible to return an order and request a refund. This is contrary to European consumer law.
“I have a right of return, right?”
Listener Kelly Fosselle is sounding the alarm. “I recently ordered children’s clothing from the De Kampioenen webshop. The clothes do not fit. And because there is a price difference between the children’s clothing and the clothing for adults, I decide to return the order with children’s clothing. I assume that I will pay that money. I will then order the same clothing, but in adult size. ”
To Kelly’s surprise, she does not get her money back. She receives an email from the owner of the webshop that she can only exchange. It is also possible to request a voucher. Kelly is not happy about it. “I thought you always have the right to return items when you buy online?”
14 days right of withdrawal
Reinhard Steennot is professor of consumer law at Ghent University. He confirms Kelly’s suspicion. “It is true that as a consumer you have the right to request a refund.”
Every consumer who purchases goods from a European web shop has a right of withdrawal of 14 calendar days when purchasing online. That period starts to run from the moment the goods are delivered to you. If you exercise your right of withdrawal, the seller must not only refund the value of the good, but also the initial shipping costs. For you as a consumer, there can therefore only be a shipping cost to return the package. Although there are of course also web shops that also take care of that cost. ”
Still mistakes in the regulations
Professor Steennot still sees errors in the return policy of the official FC De Kampioenen Webshop. “There were a number of problems. As a customer, you could only exchange goods and not return them. And that could only be exchanged after the seller gave permission. That is also contrary to the law. As a consumer you should not ask for permission.”
Steennot points out that you also have the right to be refunded with the original payment method. “If you paid for the goods with money, then you also have to get a refund. If you paid with a voucher or a voucher, the seller may also refund you with a voucher.”
The general terms and conditions of the webshop also contain information about ‘exceptions to personalized goods’. This exception is in line with the regulations. “There are exceptions to the right of return. Custom-made goods or personalized goods are one of those exceptions. For example, if you order a sweater with your name printed on it, you cannot return it”, says Steennot.
Hygienic reasons can also be an exception. “You cannot return goods that are sealed for hygienic reasons. Think of a toothbrush that you order online. You can return it unopened, but if you have ‘tested’ it, it is logical that your right of return expires. more brushing. ”
Professor Steennot is not surprised that a customer discovers an error. “I often see that the terms and conditions of sale of web shops are not quite right. Sometimes it is ignorance of a seller. He starts a webshop and is not fully aware of the regulations, which leads to errors. professional obligation to put yourself in line. These are not new rules, European legislation has existed for quite some time. “
Apologies from VRT
Inspector Sven Pichal also asks VRT for an explanation. Because stuff from FC De Kampioenen is sold by the company Mister T, on behalf of one.
Spokesperson Hans Van Goethem explains how that works. “As VRT we make programs such as ‘De Inspecteur’ and ‘FC De Kampioenen’. We notice that fans enjoy having stuff from their favorite program. We cannot make those things ourselves. That is why we are looking for partners who be able to make and sell the things for us. Mister T is such a partner. ”
The Inspector wants to know why the webshop had a return scheme that is contrary to European rules. “We were not aware that the return policy was not entirely in order. It was only when Kelly raised the alarm through you that the problem surfaced. We immediately tackled that problem together with our partners. We did this not only for the FC De Kampioenen webshop, but for every webshop we work with as VRT. ”
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