There is something wrong with the official FC De Kampioenen webshop. This is evident from a complaint that listener Kelly sent to De Inspecteur at Radio 2. She could not get her money back and was only allowed to exchange her purchase. That is not possible under European consumer law.
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Anyone who buys something online can make use of the right of return. But apparently there are a lot of web shops that do not adhere to those rules as well. The Inspector of Radio 2 received a complaint from listener Kelly after she had bought clothes at the official FC De Kampioenen webshop. It was not the right size and so she wanted to send the clothes back. But that was not allowed according to the webshop. As a customer you could only exchange goods. Returning an order and requesting a refund was not allowed, according to them.
But that is not possible according to our European consumer law. The Inspector engaged professor of consumer law Reinhard Steennot (UGent) and he confirms the story. “It is true that as a consumer you have the right to request a refund,” he says. As an online buyer you have a right of withdrawal of 14 calendar days. The seller must not only refund the value of the good, but also the initial shipping costs.
And there were still errors in the regulation of the FC De Kampioenen webshop. As a customer, you could only exchange goods after the seller gave permission. And you also have the right to be reimbursed with the original payment method. In that case, a voucher does not count. Steennot does point out that there are exceptions to personalized goods and also for hygienic reasons it can sometimes not return products.
At the VRT, they indicate that in the meantime they have sat together with their partners and have corrected the errors for every webshop they work with.
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