According to the Superintendence of Industry and Commerce, under the provisions of Article 51 of the Consumer Statute (Law 1480/11), the consumer is empowered to request the reversal of a payment when it has been subject to fraud, when dealing with an unrequested transaction, when the purchased product has not been received, when it has defects, or when it does not correspond to what was requested.
The payment reversal arises in the sale of goods through electronic commerce means, such as the internet, PSE, call centers, and/or any other telesales or virtual store medium, where payment is made with a credit card, debit card, or any other electronic payment method.
Thus, the consumer has a period of five business days from the moment they became aware of the events provided for in the aforementioned Article 51 to file a complaint with the provider and return the product if applicable. They must also inform the issuer of the electronic payment instrument used to make the purchase of the complaint, which, along with the other actors in the process, will proceed to reverse the transfer to the buyer.
Finally, regarding the effects of the payment reversal, the provider cannot refuse, remain silent, or impose conditions on the refund of the money, and much less induce the consumer to accept a good different from the one initially acquired, since only the money paid for the good or service may be refunded. Such refund must be made within a period of 15 business days.