Can I return an online purchase?
Yes: for distance (online) and off-premises purchases you have 14 days to withdraw, no reason needed. The right of withdrawal (Decree-Law 24/2014) gives 14 calendar days to return, with no reason and no penalty. The period counts from the day after receiving the goods (or the last item, if several); for services/digital, from the contract. If the trader didn't inform you of this right, the period extends to 12 months. The refund is made within 14 days of your notifying the withdrawal (including the standard delivery cost), and the trader may withhold until they get the return. The return costs are yours, unless otherwise agreed. In short: yes, 14 days for online purchases — but not in-store.
📋 The rules
- 14 days to withdraw, no reason (online/off-premises)
- Counts from the day after receiving the goods
- No information of the right: period up to 12 months
- Refund within 14 days (includes standard delivery)
- Return costs: the consumer's (unless agreed)
🔓 Exceptions
- Doesn't apply to in-store purchases
- Custom, perishable or unsealed hygiene goods: excluded
- Services fully performed with consent: excluded
⚠️ Penalties & fines
There's no "fine" for the consumer — what exists is the right to withdraw and to a refund. If the trader fails to comply (no refund within 14 days, refusing the return), you can use the Complaints Book, a consumer-arbitration centre or the authorities. Beware myths: "free returns always" is false — the return costs are usually the consumer's; and the right does not apply to in-store purchases (there, returns depend on store policy). Don't confuse it with the 7-day period in Brazil's Consumer Code (art. 49). To exercise the right: notify the withdrawal in writing within 14 days, return the goods (keeping proof), and demand the refund within the legal deadline.
📎 Official sources
❓ Frequently asked
Can I return a purchase made online?
Yes. For distance purchases, such as those made online, and for off-premises purchases, you have a right to 14 calendar days to withdraw, with no need to justify and no penalty. If the trader didn't inform you of this right, the period extends to 12 months.
From when do the 14 days count?
The 14-day period starts the day after you receive the goods. If the order has several items delivered at different times, it counts from receiving the last one. For services or digital content, the period counts from the conclusion of the contract.
Who pays for the return?
As a rule, the direct return costs are the consumer's, unless the trader agreed to bear them or failed to inform of this obligation. It's a myth that returns are always free. The refund of the price, including the standard delivery cost, is made by the trader.
Can I return a purchase made in a physical store?
The 14-day right of withdrawal applies to distance and off-premises purchases, not to purchases made in person in a store. In physical stores, the possibility of exchange or return depends on the establishment's commercial policy, not a legal obligation.
How long until I get the refund?
The trader must refund you within 14 days of you notifying your withdrawal, including the standard delivery cost. They may, however, withhold the refund until they receive the returned goods or proof that you sent them. If they don't comply, you can complain and seek arbitration.
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