Something went wrong with a purchase?
Your rights, the steps and a free complaint letter for each problem, in 27 countries.
Purchases
Returns, refunds, deliveries and faulty goods · →
Return an online orderYou can withdraw from an online or distance contract within 14 days without giving any reason (Art. 9(1) Directive 2011/83/EU).
Refund not receivedThe shop must refund all payments received, including the standard delivery cost, without undue delay and within 14 days of being told of your withdrawal (Art. 13(1) Directive 2011/83/EU).
Faulty goodsThe seller is liable for any lack of conformity that exists when the goods are delivered and becomes apparent within at least 2 years (Art. 10(1) Directive (EU) 2019/771). Countries may keep longer periods (Art. 10(3)).
Order not deliveredUnless agreed otherwise, the shop must deliver without undue delay and at the latest 30 days after the contract (Art. 18(1) Directive 2011/83/EU).
Parcel arrived damagedThe risk of loss of or damage to the goods passes to you only when you, or someone you chose (not the carrier), take physical possession of them (Art. 20 Directive 2011/83/EU).
Subscriptions
Subscriptions, phone and internet contracts, apps and streaming · →
Digital content not workingIf the trader does not supply the digital content or service, you ask it to supply; if it still does not, without undue delay or within an extra period you agreed, you may terminate (Art. 13 Directive (EU) 2019/770).
Cancel a subscriptionThere is no general EU rule on minimum terms, notice periods, renewal reminders or cancel buttons for subscriptions: that is national law. Phone and internet contracts have their own EU rules.
Leave a phone or internet contractThe first commitment period of a consumer contract is at most 24 months; countries may set a shorter maximum (Art. 105(1) Directive (EU) 2018/1972).
Payments & travel
Unauthorised payments and package holidays · →
Unauthorised paymentTell your bank without undue delay once you notice an unauthorised payment, and no later than 13 months after the debit date (Art. 71(1) Directive (EU) 2015/2366).
Package holiday complaintThe organiser is responsible for performing all the travel services in the package, whoever provides them (Art. 13(1) Directive (EU) 2015/2302).
Choose your country
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Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.