Not every online purchase qualifies for 'seven-day no-reason returns'
What falls outside no-reason returns
Article 25 of the Consumer Protection Law lists four categories that can be excluded if the consumer acknowledges this at purchase: custom-made goods, perishables, digital content that has been downloaded or unsealed, and newspapers and periodicals. Platforms must mark these clearly on the product page.
Steps when quality is the problem
Record an unboxing video that shows the tracking number before you open the parcel. Screenshot any defects immediately and save the customer service chat log. Quality defects entitle you to a return or replacement regardless of no-reason-return exclusions. If the seller refuses, file a complaint on 12315 or through the consumers association.
Who is liable
When the platform handles fulfilment directly, it shares liability. When the merchant ships independently, the merchant is the primary party. If a merchant becomes unresponsive, most major platforms have a consumer protection fund you can invoke to get a refund while the dispute is resolved.