Right of withdrawal
Returning goods within 14 days
The right of withdrawal lets a consumer return goods bought at a distance within 14 days without giving a reason. It is not about defective goods; it covers perfectly sound ones too. The seller refunds the amount paid, including delivery at the basic rate.
When the period starts
The 14 days run not from the order but from taking delivery. Where a customer ordered several items that arrived separately, the period is counted from the delivery of the last one, not per parcel. The right applies to contracts concluded at a distance — through an online shop, by phone, or from a catalogue — not to purchases in a physical store.
The customer need not give a reason. Announcing the withdrawal within the period is enough; returning the goods follows. The exceptions are set by law and include, for example, goods made to the consumer's own specification, and goods that cannot be returned for health or hygiene reasons once their protective seal has been broken.
Why it is more than a legal duty
The ability to return goods is the buyer's insurance policy, and how visible it is directly shapes willingness to buy. A shop that buries its return terms in the small print does not reduce returns, only orders. Customers resolve uncertainty by not buying — or by reaching for cash on delivery.
So it pays to state the return terms where the doubt arises: on the product, in the cart, and in the confirmation email. In fashion and footwear, alongside a size chart, this is the most effective way to reduce returns, because it reduces the orders that were placed out of uncertainty in the first place.
What it means for the system
A return is a whole process, not a single button. The original order, the received goods, the refunded payment, the document, and the restocking all have to meet.
- A withdrawal form available to the customer, not an attachment sent on request.
- The return linked to the original order and payment so accounting reconciles.
- Refunds issued back through the payment gateway, not by manual transfer outside the system.
- Restocking returned items that are still sellable, and writing off those that are not.
- A view of return rates by product, so a bad description becomes visible.
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Explore custom e-shopsFrequently asked questions
Do the 14 days run from the order or the delivery?
From taking delivery. Where several items arrive separately, the period is counted from the delivery of the last one, not separately per parcel.
Do I have to refund shipping too?
The amount paid is refunded including delivery at the basic rate. Where a customer paid extra for faster delivery, the difference against the cheapest option offered is generally not refunded. The exact wording of the terms is a matter for a lawyer.
Does the right cover everything?
No. The law sets exceptions, such as goods made to the consumer's specification or goods that cannot be returned for health or hygiene reasons once unsealed. Any exception has to be stated up front, not raised at the point of return.