The Online Store Regulations specify the terms of sales at the online store, including order placement method, complaint procedure, and terms for returns at the online store.
The regulations are a document which must be easily available at the online store website, and the consumer must have the opportunity of saving it on a disk.
Well-prepared regulations allow avoiding the consequences related to prohibited clauses and consumer claims, while principally it improves customers’ confidence with the store.
Regulations of the online store are fundamental and mandatory. Pursuant to the act on consumer rights, the seller is obligated to provide a number of information to consumers, including about the payment method and term, method and term of delivery from the entrepreneur, and the complaint handling procedure applied by the entrepreneur; method and term for withdrawal from the agreement, as well as template of termination notice form, and the costs of returning the items in the case of withdrawal from the agreement to be covered by the consumer. The Regulations serve this purpose and, because of the requirement to provide information in a clear manner, must be written in a transparent, easy to read language.
Developing regulations for the online store requires a careful analysis of the procurement process in a given online store. The term of online store regulations cannot differ from the processes occurring in the store. When developing the online store regulations, one should analyse the contents of particular “buttons” at the store, and contents of each of the checkboxes.
Developing online store regulations requires awareness of prohibited clauses register to avoid provisions that could be deemed prohibited.
While developing regulations, it is important not to forget that other information available on the online store website, e.g. in the tab for returns, complaints, and replacements, must comply with the regulations.
The Online Store Regulations should principally include terms regulating order placement and lead time, complaint handling procedure, terms for withdrawal from the agreement, as well as technical requirements for store operation.
Furthermore, it is important to provide the data of the Seller in the Online Store Regulations. With reference to individual businesses, one should remember that the Seller is the natural person running business under a given name; therefore, apart from the address data, the persons tax ID must be provided. In case of corporate entities, however, apart from company name and address, one should provide the VAT number and the entry in the National Court Register, as well as other information required under the law with reference to entities operating under the Commercial Law.
Returns at the online store are a major issue. Firstly, because returns are a burden to the Seller,, and secondly, it is an unquestioned consumer right. One must remember that what we commonly refer to as return of products is the right to withdrawal, which cannot be contingent on anything, and the consumer has 14 days from receiving the goods to return them without stating the reason. The Seller must inform the consumer about the right to return the goods, must provide a template of termination notice, and cannot make termination contingent on anything, including having the original packaging, unbroken labels, signs of trying on, or a sending a receipt.