Produsul cumpărat online nu ajunge sau nu corespunde comenzii: retur, garanție sau reclamație?

When an online purchase does not arrive or is incorrect, consumers have specific rights regarding returns, warranties, and complaints. If the product fails to arrive, the buyer should first contact the seller to verify delivery. If the agreed timeframe has passed, the buyer can set an additional deadline. If the product is still not delivered, the buyer may terminate the contract and request a refund. For returns, consumers can withdraw within 14 days of receiving the product without providing a reason, although exceptions apply. Legal warranty covers defective or non-conforming products for up to two years, allowing for repairs, replacements, or refunds. Complaints to the seller should clearly state the issue and desired resolution, and documentation should be kept for reference. If unresolved, consumers can escalate the issue to consumer protection authorities.