What Is the Right of Withdrawal?
EU Directive 2011/83/EU (the Consumer Rights Directive) created the right of withdrawal — a cooling-off period that lets you cancel any distance contract (online, phone, mail order, or catalog purchase) within 14 days of receiving goods.
Unlike warranty claims, you don't need a reason. You don't need the product to be defective. You can simply change your mind. But the right comes with conditions — some categories of goods are excluded, and you must follow specific procedures to exercise it.
14 days, not 30. Some countries offer longer periods, but 14 days is the EU-wide minimum. The clock starts the day after you receive the goods, not when you buy them.
What's Covered — And What Isn't
Right of withdrawal applies to:
- Goods bought online from distance sellers
- Goods bought by phone or mail order
- Sealed goods (unopened and untampered)
Right of withdrawal does NOT apply to:
- Food, beverages, or sealed perishables
- Digital content or services (unless never downloaded/accessed)
- Custom-made goods or bespoke items
- Goods already used beyond a reasonable test
- Sealed cosmetics or hygiene items once opened
- Services already provided or started
How to Exercise Your Right
- Send a written notice. Email the seller within 14 days stating you wish to withdraw. Include your order number, date of purchase, and a brief reason (optional).
- Keep proof. Save the email receipt or, if using a form, photograph it. The burden is on the seller to prove they received your notice.
- Arrange return. Check the seller's return instructions. Return shipping is usually your cost, unless the seller caused the issue (defect) or offered free returns.
- Wait for refund. The seller must refund within 14 days of receiving the returned goods. Use credit card if they delay — file a chargeback with your bank.