“商品完好”前提下消费者恶意退货行为的法律规制研究

Research on the Legal Regulation of Consumers’ Malicious Return Behavior under the Premise of “Intact Goods”

摘要: 基于《消费者权益保护法》第25条第3款提出的“商品完好”这一无理由退货要求，《网络购买商品七日无理由退货暂行办法》第8条与第9条设定了“商品完好”与否的具体认定标准，由此确立了消费者行使七日无理由退货权利的边界，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恶意退货行为做出规制。然而，对于虽未减损商品价值，但以“享受凑单减免优惠、短期免费使用商品”为目的的恶意退货行为，现行法律难以排除其适用无理由退货制度。由此可见，当前消费者“后悔权”的排除适用规定存在显著的漏洞，无从规制此类虽符合商品完好标准，但却侵害商家信赖利益、违反诚实信用原则的退货行为。基于此，第一，应明确有违“诚实信用原则”的退货行为的具体行为表现；第二，具体列举损害电商经营者信赖利益的退货情形；第三，要求作出异常退货行为的消费者就其退货行为的正当性承担说明义务。

Abstract: Based on the requirement of “intact goods” stipulated in Article 25, Paragraph 3 of the Consumer Rights Protection Law, Articles 8 and 9 of the Interim Measures for the Seven-Day Unconditional Return of Online Purchased Goods establish specific criteria for determining whether goods are “intact.” These provisions define the boundaries for consumers exercising the right to seven-day unconditional returns and regulate malicious return behaviors that exceed the necessary inspection and confirmation of product quality and functionality, thereby significantly diminishing the value of the goods. However, current laws struggle to exclude from the unconditional return system those malicious returns that do not reduce the value of the goods but are intended to “exploit order discounts or enjoy short-term free use of the goods”. This reveals a significant loophole in the current exclusionary provisions of consumers’ “right of regret,” as they fail to regulate such return behaviors that, while meeting the “intact goods” standard, violate merchants’ legitimate trust interests and the principle of good faith. To address this issue, the following measures should be taken: First, clarify the specific manifestations of return behaviors that violate the “principle of good faith.” Second, enumerate specific instances of return behaviors that harm the trust interests of e-commerce operators. Third, require consumers with abnormal return behaviors to bear the obligation to justify the legitimacy of their returns.