Dear SneakerPlug,
I read your refund policy on sneakerplugofficial.com/policies/refund-policy with great concern, where it states that “all sales are final” and that products are “not eligible for return”. As a consumer within the European Union – and as a concerned citizen – I feel obligated to publicly address this policy.
Legal Obligation in the EU
European law is very clear: any consumer who purchases online from a company delivering to EU countries has the right to a 14-day withdrawal period. During this time, the product may be returned without needing to give a reason. This is not optional – it is a legal right under the Consumer Rights Directive (2011/83/EU).
This right also applies to rare, exclusive, or limited-edition products. Only in very specific cases – such as customized items, perishable goods, or sealed hygiene products – can this right be waived. Sneakers do not fall into these categories.
Why This Is Illegal
What you are doing is clearly against the law. By stating that products are not returnable, you are violating the right of withdrawal. This is not only misleading to consumers but can also result in penalties or sanctions from regulators such as the ACM (Authority for Consumers and Markets).
Your Responsibility
Your website mentions that customers can contact you by email or phone in case of issues, but this does not replace a transparent and legally compliant return policy. Consumers are entitled to clear information, straightforward terms, and the ability to return their order without legal hurdles.
Call for Correction
I urge you to immediately amend your return policy to comply with European law. This includes:
- A clear statement of the 14-day right of withdrawal
- Instructions on how to return a product
- Transparency regarding possible return shipping costs
By doing this, you will show that you value not only exclusive products but also legal transparency and customer trust.
If you wish, I am happy to assist you in drafting a compliant return policy. If there is no response or update within 14 days, I will share this blog with other consumer organizations as an example of how things should not be done.
Kind regards,
Alexander van Dijl
VraagAlex.com – Independent Consumer Support
📞 +31 6 45 430 985
📧 alex@vandijl.com
