Can I return a purchase made online?
Yes, if the purchase is online or at a distance: you have 14 days to withdraw. For online, phone, mail-order or off-premises purchases, the Consumer Code grants the right of withdrawal: you can return the product within 14 days of delivery, without giving reasons and without penalties. You must communicate the withdrawal (using the form too) and return the item; the seller must refund what you paid (product and standard delivery costs) within 14 days. Return costs are on you only if provided and stated. There are exceptions: custom goods, perishable ones, opened sealed products (hygiene), downloaded digital content. For in-store purchases, withdrawal is not provided by law.
📋 The rules
- Online/distance purchases: 14 days to withdraw
- No reason needed and no penalties
- Communicate the withdrawal and return the item
- Refund within 14 days (product + standard delivery)
- In store: withdrawal by law doesn't apply
🔓 Exceptions
- Custom or made-to-order goods: no withdrawal
- Perishable products or sealed ones opened for hygiene reasons
- Downloaded digital content or services already performed with consent
⚠️ Penalties & fines
A seller who doesn't recognise the right of withdrawal or doesn't refund on time breaches the Consumer Code. In fact, if the trader fails to inform you properly about the right of withdrawal, the deadline to withdraw extends (up to 12 months). To enforce your rights, communicate the withdrawal in writing (email, form), keep proof of sending and of the return shipment, and if there's no refund file a complaint or contact a consumer association. Remember: withdrawal (a change of mind) is different from the legal warranty, which concerns faulty products.
📎 Official sources
- Normattiva · Consumer Code (right of withdrawal) →
- Ministry of Enterprise and Made in Italy · Consumer rights →
- Your Europe · Online purchases and withdrawal →
❓ Frequently asked
How long do I have to return an online purchase?
You have 14 days from delivery to exercise the right of withdrawal, without giving reasons. You must communicate the withdrawal and return the item. The seller must refund what you paid within 14 days of receiving the communication or the product.
Do I have to explain why I'm returning the product?
No. For distance purchases the right of withdrawal is exercised without giving any reason and without penalties. It's a free "change of mind". A faulty product is different and falls under the legal conformity warranty instead.
Will they refund the shipping costs too?
Yes, the refund includes the product price and standard delivery costs. The return costs (sending the item back) are on you only if the seller provided and clearly stated this before purchase. Always check the conditions.
Can I withdraw from an in-store purchase?
By law, no. The 14-day right of withdrawal concerns online, distance or off-premises purchases. For in-store purchases there's no right to change your mind: it's the shop that, voluntarily, may offer exchanges or refunds under its own policy.
Are there products I can't return?
Yes. Excluded from withdrawal are, for example, custom or made-to-order goods, perishable products, sealed ones opened for hygiene reasons, and digital content already downloaded or services already performed with your consent. The exceptions are set by law.
🔎 Common searches
What people search to land here:
- “right of withdrawal 14 days online”
- “return online purchase refund”
- “withdrawal without reason”
- “withdrawal store doesn't apply”
- “withdrawal refund shipping costs”
- “exceptions right of withdrawal”