When buying goods online, we rely on the photos, description, and specifications provided by the seller. But sometimes the received package turns out to be completely different from what was expected: the color differs, the details look different, and the quality or packaging does not match the advertised ones. A separate question arises if the product was advertised using images created by artificial intelligence.

Can the buyer in such a situation demand a refund and how to protect their rights?

Seller must provide accurate information

When making a remote purchase, the consumer decides primarily based on the information posted in the online store. Therefore, information about the product must be accurate, and the purchase must correspond to the terms of the contract and the advertised specifications.

If the received product substantially differs from the description or the seller provided false information, the buyer may have grounds to file a complaint and demand protection of their rights.

However, it is important to consider the circumstances of the purchase, the nature of the discrepancy, and the requirements of the law. Not every deviation from the photo automatically means that the seller must refund the money.

If the seller used images created by AI

Artificial intelligence is increasingly being used to create advertising images and format product cards. Such photos may look attractive, but sometimes they do not reflect the actual appearance of the product.

The use of AI per se does not constitute a violation of the law. What matters is whether the image misleads the buyer regarding the properties, appearance, packaging, or quality of the product.

If the actual purchase substantially differs from what the seller promised, this may serve as grounds for filing a complaint. In this case, it is desirable to have evidence of exactly what information was posted when placing the order.

What to do if the product does not match the description

To simplify the protection of your rights, it is recommended to follow several steps.

Save product information. Take screenshots of the online store's product card, photos, description, specifications, price, and purchase terms. If possible, save the page URL and order date.

Document any discrepancies. Photograph the received item or record a video. Try to show specific differences from the advertised specifications.

Do not delete correspondence. The seller's messages, order confirmation, electronic receipt, and other documents may be useful when reviewing a complaint.

Contact the seller. Describe the problem, specify the nature of the discrepancy, and formulate your demand. If necessary, send a written complaint and keep proof of its sending.

If needed, seek consumer rights protection. If you cannot resolve the issue with the seller, you may contact the relevant authorities or obtain a consultation on applicable legal provisions.

Can you get a refund for such a purchase?

The possibility of a refund depends on the specific situation: the nature of the defect or discrepancy, the information provided by the seller, the contract terms, and the legal grounds provided for by law.

Therefore, when significant discrepancies are found, do not limit yourself to an oral conversation with the seller. Document the facts and put your demands in writing. This will help substantiate the purchase circumstances and support your position.

The main rule for online shopping: carefully study the product description, keep order information, and do not ignore discrepancies between what was promised and what was received.

A nice image helps sell a product, but it should not replace accurate information about it.