Can I return a product bought online?
It depends where you bought it: online — yes, within 14 days; physical shop — not mandatory. For products bought online or at a distance, you have the right of withdrawal within 14 days, without giving a reason and with no penalties, under GEO 34/2014. The period runs from the date you received the product. If the shop didn't inform you of this right, the period extends to 12 months. The trader must refund all sums, including the standard delivery cost, within at most 14 days of being notified. For purchases in a physical shop, the law does not require the trader to accept the return of a product that isn't faulty — it may, as its own policy, offer return or exchange. For faulty products, however, you always have the right to the warranty (repair, replacement or money back).
📋 The rules
- Online: 14 days of withdrawal, no reason (GEO 34/2014)
- The period runs from receiving the product
- Not informed of the right: period extended to 12 months
- Refund within 14 days, including standard delivery
- Physical shop: return only as the trader's policy
🔓 Exceptions
- Personalised or made-to-order products: no right of return
- Sealed products unsealed (hygiene, software, audio-video): exception
- Newspapers, magazines, perishables: no right of withdrawal
⚠️ Penalties & fines
If an online trader refuses the return within the legal period or doesn't refund the money, you can file a complaint with ANPC (the National Authority for Consumer Protection). Traders who breach the right of withdrawal risk sanctions from ANPC. To exercise your right correctly: send a written notification (the withdrawal form or a clear statement) within the 14 days, return the product in good condition and keep proof of dispatch. For faulty products, invoke the legal conformity warranty and ask for repair, replacement or a refund. Note the difference: the 14-day withdrawal applies online, while the warranty applies to any faulty product, wherever you bought it.
📎 Official sources
- GEO 34/2014 on consumer rights →
- ANPC · National Authority for Consumer Protection →
- GEO 140/2021 on the conformity warranty →
❓ Frequently asked
Can I return a product bought online?
Yes. For online or distance purchases you have the right of withdrawal within 14 days, without giving a reason and with no penalties, under GEO 34/2014. The period runs from receiving the product, and the trader must refund all sums, including the standard delivery cost, within at most 14 days.
Can I return a product bought in a physical shop?
Not automatically. For purchases in a physical shop, the law doesn't require the trader to accept the return of a product that isn't faulty. Many traders still offer return or exchange as their own policy. For faulty products, you always have the right to the warranty, wherever you bought it.
What if I wasn't informed of the return right?
If the online shop didn't inform you of the right of withdrawal, the conditions and the deadline, this right extends from 14 days to 12 months. The 12-month period starts from when the normal withdrawal period would have expired, giving you far more time to return the product.
Which products can't be returned?
As a rule, you can't return personalised or made-to-order products, sealed products unsealed for hygiene reasons, unsealed software or audio-video recordings, and newspapers, magazines and perishable goods. For these categories, the 14-day right of withdrawal doesn't apply.
What's the difference between return and warranty?
The return (14-day right of withdrawal) applies to online purchases and lets you give up the product with no reason. The conformity warranty applies to any faulty product, wherever you bought it, and gives you the right to repair, replacement or money back. They are two different rights.
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