Política de reembolso

Return policy requirements vary significantly depending on where your customers live. Selling internationally from a Shopify store means you may need to comply with multiple legal frameworks simultaneously.

European Union

The Consumer Rights Directive (2011/83/EU) gives EU consumers a mandatory 14-day right of withdrawal for goods purchased online. This right applies from the date the customer receives the product. During this period, the customer can return the item for any reason or no reason at all.

Key obligations for Shopify stores selling to EU customers:

  • You must inform customers of the 14-day withdrawal right before purchase
  • If you fail to inform them, the withdrawal period extends to 12 months
  • You must issue the refund within 14 days of receiving the returned goods
  • You cannot charge restocking fees on withdrawals within this period
  • Certain items are exempt, including personalized goods, sealed hygiene products opened after delivery, and perishable goods

United Kingdom

Post-Brexit, the UK Consumer Contracts Regulations 2013 mirror the EU's 14-day cooling-off period for online purchases. The obligations are functionally identical to the EU framework for most Shopify stores.

United States

No federal law requires online retailers to accept returns. However, the FTC requires that you clearly disclose your return policy before purchase. Several states impose additional requirements:

  • California: Stores must post their return policy conspicuously. If no policy is displayed, customers are entitled to a full refund within 30 days (California Civil Code Section 1723)
  • New York: Similar requirements under New York General Business Law Section 218-a
  • Minnesota, Ohio, Virginia: Various disclosure requirements for retail return policies

Australia

Australian Consumer Law provides statutory consumer guarantees that apply regardless of what your return policy states. If a product is faulty, not fit for purpose, or does not match its description, the customer is entitled to a remedy (repair, replacement, or refund). These guarantees cannot be excluded or limited by any store policy.