Can I return goods bought online?
Yes: you have 14 days to withdraw from a contract made online, without giving a reason. Buying online or off-premises, as a consumer you can withdraw within 14 days and return the goods without giving a reason. The period runs from receiving the goods. Within that time you send a withdrawal statement; then you have another 14 days to send the product back, and the seller refunds the money (including the cheapest delivery cost) within 14 days — they may withhold it until they receive the item. The return shipping cost is usually borne by the consumer, if they were informed. This right doesn't cover, among others, personalised goods, perishables, sealed items opened after delivery (hygiene), recordings and software from an opened package, and tickets for specific events. In a physical shop a return depends on the seller's goodwill.
📋 The rules
- 14 days to withdraw from an online contract, no reason
- Period runs from receiving the goods
- After the statement: 14 days to send the goods back
- Seller refunds the price and cheapest delivery within 14 days
- Return shipping usually borne by the consumer
🔓 Exceptions
- Personalised goods or made to individual order
- Sealed products opened after delivery (hygiene, recordings, software)
- Perishables, cut flowers, tickets for specific events and dates
⚠️ Penalties & fines
If the seller obstructs withdrawal, doesn't refund on time or didn't inform you of the 14-day right (then the period extends up to 12 months), you can file a complaint and use a consumer ombudsman or UOKiK. The President of UOKiK can impose a heavy penalty on a dishonest trader. To return goods safely: send a withdrawal statement in writing or by email within 14 days, return the item undamaged (you may inspect it as in a shop, but not use it), and keep the proof of posting and confirmation. Remember the right of withdrawal applies to distance purchases, not ordinary in-shop ones.
📎 Official sources
- UOKiK · Right of withdrawal →
- European Consumer Centre · Online shopping →
- ISAP · Consumer Rights Act →
❓ Frequently asked
How long do I have to return goods bought online?
14 days to withdraw from the contract without giving a reason, counting from receiving the goods. Within that time you send a withdrawal statement, then you have another 14 days to send the product back. If the seller didn't inform you of this right, the period extends up to 12 months.
Do I have to give a reason for the return?
No. For online and off-premises purchases you withdraw without giving a reason. The seller can't demand a justification or make accepting the return conditional on giving one. This is one of the basic consumer rights for distance purchases.
Which goods can't I return?
The right of withdrawal doesn't cover, among others, personalised or made-to-order goods, perishables, sealed items opened after delivery (e.g. cosmetics, recordings, software) and tickets for specific events and dates. Check the exceptions before buying.
Who pays for the return shipping?
The consumer usually bears the return cost, provided the seller informed them before purchase. The seller refunds the price of the goods plus the cheapest delivery offered. The refund should be made within 14 days, though the seller may withhold it until they receive the item.
Can I return goods bought in a physical shop?
As a rule there's no such statutory right. The 14-day withdrawal right applies to distance and off-premises purchases. In a physical shop, returning a non-defective product depends on the seller's goodwill and policy. It's different for a complaint about a defective product.
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