Returns and withdrawal
Last updated October 14, 2026
Your rights after a purchase depend on who sells: a professional or a private person. Each listing and store page shows which one it is.
Who is responsible
The seller is responsible for the product or service, its delivery, returns and refunds. ConectaFrik connects you and helps if something goes wrong, but is not the seller.
14 days to change your mind
When you buy at a distance from a professional in the EU, you can withdraw within 14 days without giving a reason. For goods the period starts when you receive them; for services, when the contract is concluded. The seller must refund you, including standard delivery costs, within 14 days of being told, and may wait until the goods are back or you prove you sent them. Unless the seller said otherwise, you pay the cost of returning the goods.
When there is no withdrawal
The law excludes, among others: goods made to your specifications or clearly personalised; goods that spoil quickly; sealed hygiene or health products unsealed after delivery; sealed audio, video or software unsealed; digital content once you agreed to start the download; and services fully performed with your agreement, such as a completed repair.
Legal guarantee
A professional seller must deliver goods that match the description and work as expected. If they do not, you can ask for a repair or replacement, then a price reduction or a refund. The guarantee lasts at least 2 years in the EU, and 3 years in Spain and Portugal for goods bought since 2022. It is free and comes on top of any commercial guarantee.
Buying from a private person
Consumer rights such as the 14-day withdrawal and the legal guarantee do not apply between private persons. The item must still match its description, and the seller must not hide defects they know about. Agree on the details in Messages before paying.
How to return or complain
Write to the seller in the conversation of your purchase request: say that you withdraw or describe the problem, with photos if useful. Keep proof of shipment when you send something back. A clear statement is enough to withdraw; you do not need a special form.
If you don't agree
Use the Report button on the listing or store: our team will look at the conversation and contact the seller. You can also turn to your country's consumer authority or an approved consumer dispute resolution body, and you always keep the right to go to court.