Returns

Right of withdrawal: a 14-day cooling-off period

If you buy a product or service online, by phone or from a seller at your doorstep (in legal terms a “distance contract” or “off-premises contract”) you have the right to withdraw. This means you can cancel the contract within 14 days without providing any justification (the "cooling-off period"). For goods this means 14 days from the date of delivery, for services 14 days after the day the contract was agreed. If the cooling-off period expires on a non-working day, your 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 commercial excursions.

Cost of returning goods within the cooling-off period

If you decide to return the product within the 14-day cooling period, you are responsible for the costs of postage and packaging. The only exceptions: if the seller offers to pay, or if the seller fails to inform you about those costs before you buy. You should always be informed about the conditions before you buy.

Exceptions

Please note: the 14-day cooling-off period does not apply to:

• plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates
• perishable goods that expire rapidly, such as food or drinks with a short “use by” date
• goods made to order or clearly personalised – such as a tailor-made suit
• goods or services with fluctuating prices following global markets, such as household heating fuel
• fully delivered services, such as cleaning a terrace, if you expressly agreed to start immediately acknowledging you would lose the right of withdrawal
• sealed audio, video or computer software, such as DVDs, that you have unsealed
• online digital content, such as a song or movie, that you started downloading or streaming after you expressly agreed to lose your right of withdrawal by starting the performance
• urgent repairs and maintenance contracts, such as inviting a plumber to repair a leaking shower

Goods bought from a private individual are not covered by the right of withdrawal. So, pay special attention to the status of the seller (professional or private) when shopping on online marketplaces.

Cost of returning defective goods

The cost of returning a defective product is the responsibility of the trader. You can read more here about your consumer rights and legal and commercial guarantees.

Where to get help

For more detailed information about your rights under national law, check the specific rules on legal guarantees and commercial warranties for the country where you made your purchase.

If you have a problem with cancelling a contract or getting a repair or refund in another EU country, the European Consumer Centre in your country can help.

If you're not sure which situation applies to you, you can also try our consumer rights tool to help you understand your rights when you shop in the EU.