Cooling-Off Period

When am I entitled to a cooling-off period?

If you have shopped online or through another type of distance selling — by phone, mail order or from a door-to-door sales — you are usually entitled to cooling-off period of 14 calendar days. Find out more about the right to withdrawal after an online purchase here.

Consumer Rights Directive 

As a consumer, you have certain rights when shopping from a distance, e.g. a refelection period of 14 calendar days to change your mind without having to give a reason, known as the ‘cooling-off period’ or 'cancellation period'. These rights are governed by the Consumer Rights Directive 2011/83/EU. 

Cooling-off period

    If you buy products or services in the EU, Norway or Iceland in some cases you have the right to a reflection period. During this period, you may cancel or return your order or cancel the contract (right of withdrawal or dissolution right).

     

  • You have the right to a cooling-off period of 14 days if you buy something from a distance, for instance:

    • Online (web shop or online selling platform)
    • Telephone
    • Door-to-door selling with a value of €50 or more
    • Street trade with a value of €50 or more
    • A sales party or a sales demonstration with a value of €50 or more

    The cooling-off period begins either from the day you acquire physical possession of the goods or from the conclusion of a service contract. In addition you usually should be able to exercise the right to withdraw before acquiring physical possession of the goods as well.  

    The seller must inform you on all aspects of the cancellation period e.g. from which day the period starts and how you can return a product. The seller should also make known how you can terminate the agreement. If the seller fails to do so, the cancellation period will be extended.

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  • The 14-day cooling-off period does not apply to all purchases. Exemptions include:

    • Plane and train tickets, concert tickets, hotel bookings, car rental reservations, and catering services for specific dates.
    • Goods and drinks delivered to you by regular delivery — for example, delivery by a milkman.
    • Goods that are made to order or clearly personalised, such as a tailor-made suit.
    • Sealed audio, video, or computer software — like DVDs — that you have unsealed upon receipt.
    • Online digital content — if you have already started downloading or streaming it and agreed that you would lose your right of withdrawal by starting the performance.
    • Goods bought from a private individual rather than a company or trader.
    • Urgent repairs and maintenance contracts — if, for example, you call a plumber to have them repair a leaking shower, you cannot cancel the work once you have agreed on the price of the service.

    Please note that the above list is not exhaustive.

    The cooling-off period for goods expires 14 days after the day on which you received them.

    The cooling-off period for service contracts expires 14 days after the day on which you concluded the contract.

    If the cooling-off period expires on a non-working day, your deadline is extended until the next working day.

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  • If you buy goods in a shop, you have no EU legal right to return them (for exchange or a refund) unless the items are faulty. However, many shops voluntarily allow customers to exchange or return goods during a certain time period, provided they have the receipt. Check your receipt or a shop’s returns policy for more information.

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  • You should inform the trader you want to cancel your purchase. It is not enough to send the goods back. The trader must give you a model withdrawal form, which you can use to inform them about your decision. However, you don't have to use it. If you return the goods by post, you can simply add a written statement informing the trader about your decision. You can also send an email or complete an online returns form on the trader’s website.

    You must send the goods back within 14 days of informing the trader.

    Some traders may not charge you for returning goods. If you do have to pay return costs, the trader should tell you in advance (before you place an order). If they have failed to do so, they must bear these costs. You don't have to pay any other charges you were not informed about.

    In the case of bulky goods (such as large household appliances or furniture), the trader must give you at least an estimate of the return costs. However, if you have bought bulky goods off-premises — for example, by catalogue or from a door-to-door salesperson — and these were delivered to you immediately, the trader should always collect them at their own expense.

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  • If you cancel your purchase agreement, the seller should give you a refund within 14 days of receiving your cancellation request. The refund can be delayed if the seller hasn’t received the goods or evidence that you have returned the purchase.

    Your refund must include the shipping charges you paid — if any — when you made the purchase. Did you request non-standard delivery, such as express delivery? In that case, the seller may charge you the delivery costs.

    #refund-rules-cancellation-purchase-agreement

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Where can I get assistance and advice?

The European Consumer Centres Network provides free legal advice and support on cross-border purchasing issues. It can also help consumers deal with disputes relating to travelling in the EU, Norway, and Iceland. If you have tried to resolve a dispute with a business to no avail, click here to contact your local ECC and submit an enquiry.

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