What happened
A customer returns a pair of shoes within 14 days. The shoes are unworn and the CleverSeal is intact. The original shoebox is missing.
What the webshop should consider
You cannot refuse the withdrawal on the sole basis that the packaging is missing. The consumer must be able to inspect the goods, which sometimes requires opening the packaging.
Whether you deduct value depends on whether the missing packaging actually reduces resale value. For shoes, where the box is part of the product, a small deduction is often defensible. For a polybag around a t-shirt, no deduction is warranted.
Relevant legislation
Directive 2011/83/EU, Article 14(2) and Recital 47.
Official legal source
We summarise the law in plain language. Always confirm the current, authoritative text with the official publisher.
- Read the official legislation
Directive 2011/83/EU — Consumer Rights Directive
EUR-Lex
- Read the official legislation
European Commission Guidance on the Consumer Rights Directive
European Commission
- Read the official legislation
EUR-Lex — Access to European Union law
EUR-Lex
CleverSeal is not a law firm and this article is not legal advice.
