Bought something on Zalando that arrived damaged, defective, or completely different from the description? Or the zipper broke after two weeks and Zalando is ignoring your messages? Polish consumer law protects you — and it applies to Zalando just like any other store.
Return vs complaint — a critical difference
These are two completely separate legal mechanisms. Confusing them weakens your position.
Right of withdrawal (return) — Art. 27 of the Consumer Rights Act: for online purchases you may return the item within 14 days without giving a reason. Zalando voluntarily extends this to 100 days — that is their commercial offer, not a legal obligation. Under Art. 34(2) CRA the consumer bears the return shipping cost unless the seller agrees to cover it (which Zalando does as a policy).
Complaint (non-conformity with contract) — Art. 43b of the Consumer Rights Act: if the item is defective, broken or not as described, you have 2 years from delivery to file a complaint — regardless of Zalando's return policy. Shipping costs for a complaint are always covered by Zalando (Art. 43d(4) CRA).
Legal basis for a Zalando complaint
Zalando Polska Sp. z o.o. is the seller and is liable for non-conformity under Art. 43b of the Consumer Rights Act. Throughout the 2-year period there is a presumption that the defect existed at the time of delivery (Art. 43c(1) CRA). Zalando must prove the defect was caused by you — not the other way around.
Zalando has 14 days to respond to your complaint (Art. 7a CRA). No response = complaint accepted by force of law.
What you can demand
Under Art. 43d(1) CRA you may first demand:
- Repair — at Zalando's cost, within a reasonable time
- Replacement with a new defect-free item
You choose between repair and replacement. Zalando may refuse the chosen remedy only if it is impossible or would involve excessive costs compared to the other option (Art. 43d(2) CRA).
If repair or replacement was ineffective, refused, or the defect is significant — you may demand a price reduction or full refund (Art. 43e(1) CRA).
Zalando Partner — who is responsible
Some products on Zalando are sold by third-party Zalando Partners, not by Zalando directly. In that case the partner company is the seller and is liable for non-conformity. Check the product page or order confirmation for the seller's name. The rules are identical — Art. 43b CRA applies regardless of whether the seller is Zalando or a partner.
How to file a complaint with Zalando
- Take photos of the defect
- Email Zalando customer service or use the account portal — clearly state you are filing a complaint, not a return
- Cite Art. 43b CRA as the legal basis
- Describe the defect: when it appeared, how it manifests, whether the item was used as intended
- State your demand: repair, replacement or refund
- Keep a copy and the date sent — the 14-day deadline starts from delivery of your complaint
Typical Zalando responses and how to handle them
"The return window has closed."
The right of withdrawal and the complaint right are two separate mechanisms. The return window does not affect your 2-year complaint right.
"Please return the item — we will inspect it."
Zalando must arrange collection or cover the postage at its own cost (Art. 43d(4) CRA). You do not pay for shipping a complaint item.
"The defect was caused by use."
Zalando must prove this with a technical expert report. A verbal or email claim is not enough. Until a report is produced, the presumption of Art. 43c(1) CRA applies in your favour.
If Zalando refuses or does not respond
- Consumer Ombudsman (Rzecznik Praw Konsumentów) in your district — free intervention
- UOKiK (uokik.gov.pl) — complaint about unfair practices
- ODR platform (ec.europa.eu/consumers/odr) — cross-border dispute resolution (Zalando SE is based in Germany)
- Civil court — for lower-value claims the simplified procedure (Art. 505¹ CPC) reduces costs
Zalando refusing or not responding? Generate a formal letter.
Describe your situation → we generate a letter citing Art. 43b and 7a CRA → PDF to your inbox in 5 minutes. PLN 29.