Right of Withdrawal: a 14-Day Cooling-Off Period
If you purchase a product or service online, by telephone, or from a seller at your doorstep (legally referred to as a “distance contract” or an “off-premises contract”), you have the right to withdraw from the contract. This means that you can cancel the contract within 14 days without giving any reason (the “cooling-off period”).
For goods, the 14-day period starts from the date of delivery. For services, it starts on the day after the contract was concluded. If the cooling-off period ends on a non-working day, the deadline is extended until the next working day.
Some EU countries give you 30 days to cancel a contract concluded during unsolicited doorstep selling or promotional excursions.
Return Shipping Costs
If you decide to return the product within the 14-day withdrawal period, you must pay the shipping and packaging costs. The only exceptions are if the seller offers to cover these costs or if the seller did not inform you about them before the purchase. You should always be informed of these conditions before making a purchase.
Exceptions
Please note: The 14-day withdrawal period does not apply to:
Perishable goods with a short shelf life, such as food or drinks with a short expiry date
Goods made to the customer’s specifications or clearly personalised (e.g. a tailor-made suit)
Goods or services whose prices fluctuate depending on global markets, such as domestic heating fuels
Services that have been fully performed, such as cleaning a patio, if you expressly agreed to lose your right of withdrawal once the service was performed immediately
Sealed audio or video recordings (DVDs) or software programs where you have opened the seal
Digital online content, such as a song or film, if you have started downloading or streaming it after expressly agreeing to lose your right of withdrawal once playback or downloading begins
Urgent repairs and maintenance services, for example when you ask a plumber to repair a leaking shower
Plane and train tickets, concert tickets, hotel reservations, car rental bookings, and catering services for specific dates
Goods purchased from a private individual are not covered by the right of withdrawal. Therefore, when shopping on online marketplaces, pay particular attention to whether the seller is acting as a business or as a private individual.
