After Christmas, several things often happen all at once: gifts haven’t been delivered, have arrived damaged, or don’t match the description, and on top of that, big clearance sales start, promising “last items at the lowest prices.” What should you avoid and what should you prepare for returns and complaints?

The basis for all situations is to have all together the documents, order number and/or invoice, a brief description of the problem, the desired solution (repair, replacement, refund), and evidence—confirmation, photos, emails.

If the merchant does not communicate or delays the refund, the consumer can ask their bank to perform a chargeback, which is a special form of complaint about a payment made by card online. Some online payment services also offer the option of refunding payments. These procedures are particularly helpful in the case of undelivered shipments or if the seller does not refund the money after withdrawal from the contract.

The right to withdraw from the contract within 14 days of receiving the goods applies to distance purchases. A contract concluded in an ordinary shop can be withdrawn from without reason if the seller expressly states this option. It is sufficient to notify the merchant in writing (including by email) in a timely manner that the customer is withdrawing from the contract and to send the goods back within 14 days. The merchant has another 14 days to refund the amount paid. Exceptions apply, for example, to unpacked hygiene products or customized goods.

Some sellers offer a longer period for returning unsuitable gifts, but this is a commercial gesture and the amount is not always refunded in cash. Often, it is converted into a voucher that can be used for a certain period of time to make a purchase in the same store. Sometimes, the packaging must be intact, and it is a good idea to read the terms and conditions on the website or on the receipt.

After Christmas, clearance sales are about to start, and people may encounter so-called dark patterns—manipulative tricks that force shoppers to act faster than reasonable. These include countdowns to the “end of the sale,” fake unavailability of goods such as “only 2 left,” or barely noticeable additions to the indicated price of the goods at the last step of the order (insurance, “priority processing,” packaging).

It is wise to check the final price, shipping costs, payment options, and return policy. Offers from social networks deserve special caution: a profile without a clear seller identity, communication only through private messages, and a request for payment by bank transfer are the warning signs. It is safer to pay by card so that any disputes can be resolved through the bank, and not to send copies of personal documents under the pretext of “verifying a discount.”

If consumers encounter a problem that they cannot resolve with a trader on their own, they can contact the European Consumer Centre. Assistance is free of charge and is provided in cooperation with colleagues in the trader’s country. It is advisable to clearly state who bought what and when, what the problem is, what the request is, and what supporting documents are available—whether it is a refund, delivery or exchange of goods, or a complaint about a defective product.

The text was published in the magazine dTest 01/2026.