Author:康达十部 | 2017.03.15
《网络购买商品七日无理由退货暂行办法》(简称《办法》)将于今年国际消费者权益日正式开始实施,现就广大消费者关注的无理由退货的适用范围、商品完好的认定标准、退货相关费用处理、退货相关程序确认、卖家以及电商平台的义务等热点问题做以下解读。
相比2014年3月15日起实施的新《消费者权益保护法》(简称《消法》)中,对无理由退货有相关的条款规定,即将实施的《办法》,是对《消法》中无理由退货相关条款规定的细化,即:
商品不能无理由退货的范围一直是大家普遍关心的问题。据统计,目前有不少卖家都是擅自缩小无理由退货的范围,引发了不少消费纠纷。
《办法》明确,除了消费者定做的商品、鲜活易腐的商品、在线下载或者消费者拆封的音像制品以及计算机软件等数字化商品、交付的报纸或者期刊等《消法》规定的四大类商品外,新增了三大类不适用无理由退货的商品——拆封后易影响人身安全或生命健康,或易导致商品品质发生改变的商品;一经激活或者试用后价值贬损较大的商品;销售时已明示的临近保质期或者有瑕疵的商品。“比如,网购的罐头如若开封后就应不适用无理由退货”。
值得注意的是,对新增的这三大类商品,卖家应当在商品销售必经流程中设置显著的确认程序,供买家每次购买时进行确认。也就是说,买家每一次购买这三大类商品,商家每一次都有义务通过文字说明、口头告知等方式,让买家进行确认。如无这一确认程序,卖家不得拒绝买家提出的无理由退货。
根据法律规定,买家无理由退货的商品应当完好。那么,界定“完好”的标准一直有待明确。《办法》有两点明确表述:商品能够保持原有品质、功能,商品本身、配件、商标标识齐全的;消费者基于查验需要而打开商品包装,或者为确认商品的品质、功能而进行合理的调试不影响商品的完好。比如,拆了包装的手机,只要手机本身完好无损、配件齐全等,就应当算是完好。
“不完好”的商品不能无理由退货,《办法》明确:对超出查验和确认商品品质、功能需要而使用商品,导致商品价值贬损较大的,视为商品不完好。也就是说,过度试用或是损坏了商品,就应视为“不完好”。总结一下,具体判定标准有三个:(一)食品(含保健食品)、化妆品、医疗器械、计生用品:必要的一次性密封包装被损坏;(二)电子电器类:进行未经授权的维修、改动,破坏、涂改强制性产品认证标志、指示标贴、机器序列号等,有难以恢复原状的外观类使用痕迹,或者产生激活、授权信息、不合理的个人使用数据留存等数据类使用痕迹;(三)服装、鞋帽、箱包、玩具、家纺、家居类:商标标识被摘、标识被剪,商品受污、受损。
依据《办法》,买家退货时应当将商品本身、配件及赠品一并退回。
值得注意的是,买家网购时刷信用卡支付并支付刷卡手续费的,卖家退款时可不退回刷卡手续费;买家刷信用卡被卖家免除刷卡手续费的,卖家可在退款时扣除刷卡手续费。
退货价款以买家实际支出的价款为准。也就是说,套装或者满减优惠活动中的部分商品退货,导致不能再享受优惠的,根据购买时各商品价格进行结算,多退少补。
此外,《办法》对电商平台的责任与义务也有详尽规定。比如,电商平台应当将无理由退货规则等在其平台上显著位置明示,并从技术上保证消费者能够便利、完整地阅览和保存。换句话说,无理由退货的规则不应被安排在网页某个隐蔽的角落。
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