Updated: 23 September 2026
Online return rights depend on the reason, agreement and applicable law. Changing one's mind differs from receiving misdescribed or defective goods. A seven-day or 30-day period should not be presented as an unconditional return right for every order.
Three common situations
First, the customer changes their preference, for example disliking the colour they chose. The response usually depends on the published returns policy and transaction conditions.
Second, the seller fails to deliver as promised: the wrong model, missing accessories or a product differing from its description. Assess delivery obligations and suitable remedies rather than simply invoke a no-returns policy.
Third, goods are defective or potentially unsafe. Notification, recall, remediation and compensation duties may arise. Relevant provisions appear in Articles 16, 17 and 21 of E-Commerce Law No. 122/2025/QH15 dated 10 December 2025. [1]
Does the 30 day rule apply to every online order
No. Article 38 of Consumer Protection Law No. 19/2023/QH15 dated 20 June 2023 provides rights in distance transactions where the business supplies inaccurate or incomplete information required by law. Read the triggering conditions, termination process and refund scope; it does not mean every customer may use a product and return it within 30 days. [2]
Staff should explain the specific basis: the shop's voluntary policy, delivery inconsistent with the agreement or a statutory right. This helps avoid excessive promises and unjustified refusals.
Can customers complain without an unboxing video
An unboxing video can support a claim but should not be treated as the only evidence in every dispute. Buyers may provide photographs, messages, invoices, order data and delivery records. Assess each item in the context of the case.
Sellers should compare parcel weight, packing photographs, handover time and the customer's account. A purely automated response may overlook evidence of a warehouse or shipping error.
Who pays return shipping
There is no universal answer. Consider the reason, pre-transaction commitments and mandatory rules. Policies should distinguish a change of mind, incorrect fulfilment, defects and transport damage.
For example, if the shop sends a size different from the confirmed order, treat it as a fulfilment error. Do not mechanically apply size-exchange charges intended for customers who selected the wrong size themselves.
A complaints process that supports cooperation
Provide the order code, receipt date and a specific description of the problem.
Supply available evidence and retain the product and packaging where inspection is needed.
State the desired remedy, such as missing-item delivery, replacement or refund.
Retain receipt acknowledgements and communications.
If unresolved, use the platform's complaint mechanism or another suitable dispute resolution method.
Article 7 of Decree No. 248/2026/ND-CP dated 30 June 2026 requires disclosure of methods, procedures and expected response and resolution periods. Operators should appoint a contact empowered to act rather than make customers repeat complaints to several departments. [3]
What a website returns policy should include
An accessible policy identifies eligible products, grounds, request deadlines, receiving address, necessary evidence, cost allocation and refund method. Conditions must comply with law and cannot remove mandatory consumer rights.
Publish the policy before purchase confirmation and retain versions for each period. Disputes should be assessed against the version applicable at the transaction date rather than retrospectively applying a new policy.
Frequently asked questions
Can customers complain about discounted products
Discounts do not remove responsibility for promised information and quality. Distinguish goods whose condition was clearly disclosed before sale from goods with concealed defects.
Does a marketplace refund end the dispute
Check what was resolved and which rights and obligations remain. A marketplace's internal decision does not automatically determine every legal claim between the parties.
Legal sources
[1] E-Commerce Law No. 122/2025/QH15 dated 10 December 2025.
[2] Consumer Protection Law No. 19/2023/QH15 dated 20 June 2023, Articles 37 and 38.
[3] Decree No. 248/2026/ND-CP dated 30 June 2026, Articles 7 and 14.
