📦 Can I return an online purchase?

With conditions

Quick answer

Yes, within 14 days if you bought at a distance. For purchases online, by phone or off-premises (distance and doorstep sales) you have a 14-calendar-day right of withdrawal to return the product without giving reasons. The period runs from when you receive the item, and the seller must refund you within a maximum of 14 days. Note: this right doesn't exist in a physical shop (there, returns depend on the shop's commercial policy) and some products are excluded. If the seller didn't inform you of this right, the period extends by 12 months.

📋 The rules

Distance/online purchase: 14 calendar days to withdraw
No reasons needed; period from receipt
Refund within a maximum of 14 days
Physical shop: no legal right of withdrawal
If not informed: the period extends by 12 months

🔓 Exceptions

Personalised or made-to-order products
Perishable goods and unsealed hygiene or health items
Downloaded digital content, dated tickets, newspapers

⚠️ Penalties & fines

If the seller doesn't inform you of the right of withdrawal, the period extends by 12 months. A shop that blocks a valid return or doesn't refund on time breaches consumer rules and can be sanctioned; you can claim with Consumer authorities (OMIC). For the consumer, just clearly communicate that you withdraw (a form or a simple email) and return the product in time. Return costs may be yours if you were told so.

📎 Official sources

Last verified: 2026-06-20

❓ Frequently asked

How long do I have to return an online purchase?

14 calendar days from receiving the product, with no need to justify it. The seller must refund you within 14 days. Just communicate that you withdraw (a form or email) and return the item in time.

Can I return a purchase in a physical shop?

There's no legal right of withdrawal for in-person purchases. The shop can accept returns as a commercial policy, but isn't obliged to. The 14 days apply to distance and off-premises purchases.

Which products can't be returned?

Among others, personalised or made-to-order products, perishables, unsealed hygiene or health items, downloaded digital content, dated tickets and newspapers. The seller must inform you of these exclusions.

What if I wasn't told about withdrawal?

If the seller didn't inform you of your right of withdrawal, the 14-day period extends to 12 months. It's an important protection for the poorly informed consumer.

Who pays the return costs?

Unless the seller states otherwise, return costs may be yours, but they must refund the product price and the standard delivery costs. Check the terms before buying.

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