Dropshipping returns: the 14-day right, the 2-year guarantee and who answers to the buyer
On this page · 8
It makes no difference whatsoever to the buyer that the product came from a warehouse in China and that you never saw it. They bought from your shop, paid you, and EU law gives them the same rights as when buying from any other online shop. “The supplier does not accept returns” is not an argument – that is a matter between you and the supplier.
This part of the guide covers what you owe the buyer under the distance selling rules, who is responsible for a faulty product and how to write your returns terms so that they are both lawful and workable.
In short
- A consumer can withdraw from a purchase within 14 days of receiving the product, without giving a reason.
- The seller refunds the money, including delivery costs, no later than 14 days after being notified of the withdrawal.
- The product is covered by a two-year legal guarantee, and the seller is responsible for it.
- If you did not inform the buyer about the right of withdrawal, the period is extended by 12 months.
The 14-day right of withdrawal
The EU Consumer Rights Directive, transposed into the Lithuanian Civil Code, gives the consumer 14 days to change their mind. For goods, the period is counted from the day of delivery. No reason needs to be given.
| Question | Rule |
|---|---|
| From when it is counted | From the day the product is delivered; if the end falls on a non-working day, the period is extended to the next working day |
| How soon the money is refunded | Without delay and no later than 14 days from the day the seller is informed of the withdrawal |
| Whether delivery costs are refunded | Yes – all amounts paid are refunded, including delivery costs, if there were any |
| Whether you can wait for the product | The seller may withhold the refund until it has received the product or proof that it has been sent |
| How soon the buyer sends the product back | No later than 14 days from the notice of withdrawal |
| Who pays for return shipping | The buyer – only the direct costs of returning, and only if the seller informed them of this in advance |
| If the seller did not inform the buyer about the right of withdrawal | The withdrawal period is extended by 12 months |
When the right of withdrawal does not apply
The exceptions are few, and they rarely fit dropshipping products. They include goods made to order or clearly adapted to personal needs, goods that spoil quickly, and audio or video recordings or software whose packaging has been unsealed. A “promotional item”, a “cheap item” or an “item from abroad” is not an exception.
The two-year guarantee
Goods sold in the EU are covered by a two-year legal guarantee. If the product turns out to have defects within this time, the seller must repair or replace it free of charge. If that is impossible, or the seller cannot do it within a reasonable time and without causing the buyer significant inconvenience, the buyer is entitled to a full or partial refund.
The seller is responsible – the one the buyer bought from. Not the manufacturer, not the supplier and not the platform through which you ordered the product.
Who is responsible when the product ships from China
| Situation | What you owe the buyer | What you can recover from the supplier |
|---|---|---|
| The product did not arrive | Refund the money or deliver the product | As much as the supplier platform’s protection provides, if you claim in time |
| It arrived damaged or was the wrong item | Replace it or refund the money | Depends on the supplier’s terms and the evidence |
| The buyer changed their mind within 14 days | Refund the full amount with delivery costs | Usually nothing – a supplier in China does not recognise a change of mind |
| It broke down after half a year | Repair, replace or refund the money | Usually nothing |
The right-hand column is the real cost of dropshipping returns. So it has to be built into the product’s price in advance, not worked out after the first complaint.
Where the buyer returns the product
You set the return address. There are three realistic options:
- Your address in Lithuania. Cheap and clear for the buyer. You can sell the returned product again – this is how your first stock appears.
- The supplier’s warehouse in the EU. If the supplier has a warehouse in Europe and accepts returns, this is the most convenient option.
- The supplier’s address in China. Legally possible if you clearly informed the buyer of this before the purchase. In practice, shipping to China often costs more than the product, so the buyer will feel cheated and will go to their bank for a payment dispute.
For a cheap product, the most rational course is often to refund the money without asking for the product back. That is your decision, but it is worth making in advance.
How to write a returns policy
What the shop must contain
- Who the seller is: company name or personal name, form of activity, address, email, phone.
- The right of withdrawal: the 14-day period, how to give notice (by email or a form), a model withdrawal form.
- The return address and who pays for shipping. If the buyer pays, say so clearly, otherwise you will pay.
- The refund deadline: no longer than 14 days from the notice.
- The guarantee: two years, and how to submit a complaint.
- The delivery time and where the product ships from – next to the product, not only in the terms and conditions.
- The final price with all taxes. If the buyer may have to pay customs duty or VAT on receiving the parcel, this must be said before the purchase.
What you must not write
- “Products cannot be returned” or “we only take back faulty products”.
- “Returns only in the original unopened packaging” – the buyer has the right to inspect the product as they would in a shop.
- “Refunds are made within 30–60 days” or “in store credit only”.
- “We are not responsible for products damaged in transit”.
Such terms are invalid even if the buyer “agreed” to them by ticking a box. Terms less favourable to the consumer than the law simply do not apply, and you also risk attracting the attention of the supervisory authority.
If you cannot reach agreement with the buyer
The State Consumer Rights Protection Service (VVTAT) states that the consumer first contacts the seller in writing. If the seller does not reply within 14 calendar days or refuses to meet the demand, the consumer can apply to the service to have the dispute examined out of court. So reply to written complaints on time and in writing – even if you disagree with them.
The more common route in practice is that the buyer goes to their bank and disputes the payment. The money is then debited from you, and too many disputes end in a blocked payments account.
Frequently asked questions
Does a dropshipping shop have to accept returns?
Yes. A consumer has the right to withdraw from a purchase within 14 days without a reason, regardless of who shipped the product and from where.
Who pays for return shipping?
The buyer, if you informed them of this before the purchase. If you did not, or you offered to pay yourself – you pay.
Do you have to refund the delivery charge as well?
Yes, all amounts paid by the buyer are refunded, including delivery costs, if there were any.
Can I refer the buyer to the supplier for the guarantee?
No. The seller is responsible for the two-year legal guarantee – that is you.
Do these rules apply when selling to companies?
The rights described are intended for consumers – natural persons buying for non-business purposes.
Sources
- Europos Parlamento ir Tarybos direktyva 2011/83/ES dėl vartotojų teisių (9, 10, 13, 14 ir 16 straipsniai)
https://eur-lex.europa.eu/legal-content/LT/TXT/?uri=CELEX:32011L0083 - Your Europe. Grąžinimas ir teisė atsisakyti sutarties
https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_lt.htm - Your Europe. Garantijos ES įsigytoms prekėms
https://europa.eu/youreurope/citizens/consumers/shopping/guarantees/index_lt.htm - Valstybinė vartotojų teisių apsaugos tarnyba. Dažniausiai užduodami klausimai
https://vvtat.lrv.lt/lt/DUK/
More articles
All articles
