What to Do If Your Online Store Refund Is Delayed: Steps to Get Your Money Back Faster

Irion Dekov
Apr 1
3 min read

Updated: Jun 10

Recognise Your Polish Refund Rights

Polish law protects you if you want a refund for an online purchase. You have 14 days to return most items without a reason under the Consumer Rights Act. The store has 14 days from the time the item is returned to send your refund.

But not everything can be returned. Personal hygiene products, personalised products, and digital content may not qualify. That's why it is always a good idea to check the store's return policy before making a purchase.

Get in Touch With the Store

Start by getting in touch with the online retailer if your refund is delayed. Sometimes delays are caused by processing issues. Use their contact form or send them an email to ask about the status of your refund, then look for a response.

Be polite but clear. Present your order information, proof of return, and the date you requested the refund. Try contacting them via social media or by phone if you don't hear back within a few days.

Remind Them of the Law

If the store isn’t responding, remind them about the law. In Poland, sellers must return your money within 14 days after they get the item back. If they don’t, they’re breaking the rules.

You can send a formal message warning them that if they don’t process your refund soon, you may take further action. Many stores respond quickly when they realize the customer knows their rights.

Use the Options for Payment Disputes

Check your payment processor's options if the retailer still won't return your money. A lot of banks and online payment services offer buyer protection. If you used a credit card to make your purchase, you might be able to request a chargeback. Check if there is a dispute process in place at the payment company you used, like PayPal.

These procedures often have deadlines, so move fast. The longer you wait to report the issue, the more likely you are to get your money back.

Notify the Authorities in Charge of Consumer Protection About the Store

If the store doesn't listen to you, it's time to take action. Rzecznik Praw Konsumenta, Poland's Consumer Ombudsman, or UOKiK (Office of Competition and Consumer Protection) are the places to file a complaint. These organisations stand up for people who are the targets of unfair business practices.

You can visit a local consumer rights office or file a complaint online. Authorities might get involved and take action if several customers report the same store.

Use Legal Action if Necessary

If the store refuses to pay for your refund, especially if it's for a significant amount, you might have to file a lawsuit. Send a formal demand letter first, giving them a deadline to return your money. If they don't respond, you can take them to small claims court.

Bringing up the threat of legal action should only be used as a last resort, but it often encourages businesses to act quickly. Another person you can ask for advice from is a consumer rights lawyer.

How to Prevent Future Refund Problems

Only purchase from trusted sellers to avoid issues later. Read the return policy and customer reviews before making a purchase. It is better to shop elsewhere if a store has a lot of complaints.

Additionally, you are further protected when you use secure payment methods like PayPal or credit cards. Direct bank transfers should be avoided unless you have total faith in the seller.

Conclusion

It should be easy to get a refund from a Polish online retailer, but sometimes there are delays. Use payment dispute options, get in touch with the retailer, remind them of the legal deadline, and report them if needed if your money is stuck.

You will receive your refund more quickly if you are aware of your consumer rights and take prompt action. Taking legal action might be your last resort if nothing else works. To prevent these issues, keep yourself informed and exercise caution when you shop online.