FAQs - Returns
I bought a camera in Spain but it was faulty. The seller is going to repair it. Who has to pay the cost of shipping it back to them?
Within 2 years of purchase, defective products must be repaired or replaced without any cost to the consumer. This includes any shipping costs.
What is the 'cooling-off period'?
It means that, by law, you have 14 days to change your mind after you buy something (whether online, by telephone, or otherwise outside a shop). The cooling-off period expires 14 days after the day you received the goods or, in the case of service contracts, 14 days after the day you concluded the contract. If the cooling-off period expires on a non-working day, your deadline is extended till the next working day.
I've changed my mind about a sofa I bought on the internet and I would now like to withdraw from the sales contract. Who has to pay the cost of returning the sofa to the seller?
Sellers have to inform you in advance if they expect you to pay for returning goods under the 14-day right of withdrawal. If they have not informed you in advance, the seller has to pay for the cost of returning it. If you've bought something large like a sofa, the seller has to give you an estimate of the cost of returning it before you conclude the sale.