Can I return an item bought online within 14 days?
Yes — an item bought online (at a distance) can be returned without any reason within 14 days. This right is granted by Article 6.228-10 of the Civil Code, and the 14 days run from receiving the item (or, for a multi-item order, from receiving the last one). Perhaps the biggest myth is that the same "14-day rule" applies in a physical shop. It does not — the law only requires quality goods to be taken back for distance selling; an ordinary shop is not obliged to take back a quality item, and does so only as a goodwill policy. You must return the item within 14 days of notifying withdrawal, and the seller refunds the money within 14 days (they may wait until they receive the item). The direct cost of return (postage) is usually paid by the buyer, unless the seller agreed to cover it or failed to inform you. If the seller did not inform you of the right of withdrawal, the term extends to 12 months.
📋 The rules
- 14 days to withdraw without a reason — from receiving the item (CK 6.228-10)
- Applies to distance and off-premises contracts, not a physical shop
- Return the item within 14 days of notifying withdrawal
- The seller refunds within 14 days (may wait until they receive the item)
- Return postage is usually paid by the buyer; if not informed — the right lasts 12 months
🔓 Exceptions
- Does not apply to custom-made goods or perishable, short-life goods
- Does not apply to unsealed hygiene goods (for health reasons) or unsealed audio, video recordings or software
- Does not apply to accommodation, transport, car rental, catering or leisure services with a specific date
⚠️ Penalties & fines
Here the "penalty" falls not on the buyer but on the seller who breaks the rules. If the trader fails to inform you of the right of withdrawal, the consumer's 14-day term extends to 12 months — the item can be returned throughout that time. If the seller is late with the refund or refuses to accept a lawfully returned item, the consumer can turn to the State Consumer Rights Protection Authority (VVTAT), which handles the dispute out of court, and businesses can face fines for breaching consumer rights. What often goes unnoticed: the buyer is liable for any loss of value if they used the item more than needed to check its features (for example, wearing shoes outdoors), so the seller may reduce the refund proportionally. The burden to prove the item was returned on time also lies with the buyer, so it is worth keeping the postage documents and the withdrawal notice.
📎 Official sources
- VVTAT · returning goods and the 14-day right of withdrawal →
- e-seimas · Civil Code (Art. 6.228-10, withdrawal from a distance contract) →
- e-seimas · Retail Trade Rules (Government resolution) →
❓ Frequently asked
How long do I have to return an item bought online?
An item bought online can be returned without a reason within 14 days of receiving it. If an order contained several items, the term runs from the day the last item was received, under Article 6.228-10 of the Civil Code.
Can I return an item bought in a physical shop?
The law guarantees the 14-day return only for distance selling. A shop is not obliged to take back a quality item bought in store — it does so only as its own goodwill policy, so it is worth checking the conditions in advance.
Who pays for return postage?
The direct cost of returning the item (postage) is usually paid by the buyer, unless the seller agreed to cover it or failed to inform about it. The seller must refund the purchase price and the original delivery cost within 14 days.
Which goods cannot be returned?
The right of withdrawal does not apply to custom-made or perishable goods, to unsealed hygiene goods, or to unsealed audio, video recordings or software. Some services tied to a specific date are also excluded from the right.
What if the seller did not inform me of the right to return?
If the seller did not inform you of the 14-day right of withdrawal, the term extends to 12 months. If the refund is late or the seller refuses to accept the item, you can turn to the State Consumer Rights Protection Authority.
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