Cancel an online EU order within 14 days and get a full refund
When you buy goods online (or by phone, mail order or any other distance contract) from a trader based in the EU, the Consumer Rights Directive gives you a right of withdrawal: you can cancel within 14 days for any reason at all, without giving a justification and without penalty. For physical goods the 14 days start the day after you (or someone you nominate) receive the goods; for services and digital subscriptions they start the day after the contract is concluded. You then have a further 14 days to send the goods back. The trader must refund everything you paid, including the standard (cheapest) delivery option they offered. This is a no-fault right, one of the strongest consumer protections in Europe. A few categories are excluded (for example made-to-measure or personalised items, sealed hygiene goods you have unsealed, and perishable goods), and for digital content you may lose the right once download or streaming has started with your express consent and acknowledgement that you lose the right.
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Articles 9 to 14 of the EU Consumer Rights Directive (Directive 2011/83/EU), transposed into the national law of every EU member state, give consumers a 14-day right of withdrawal from distance and off-premises contracts, with no obligation to give a reason. Under Article 13 the trader must reimburse all payments received, including standard delivery costs, without undue delay and within 14 days of being informed of the withdrawal. If the trader failed to tell you about this right, Article 10 extends the withdrawal period by up to 12 months.
Step by step
- 1Confirm you are still within the window: 14 days from the day after delivery for goods, or from the day after the contract was made for services and subscriptions, and check your item is not in an excluded category (personalised goods, unsealed hygiene items, perishables).
- 2Send a clear written withdrawal notice to the trader (email or their online form) stating you are exercising your EU 14-day right of withdrawal and asking for a full refund including standard delivery; you do not have to give any reason.
- 3Return the goods within 14 days of sending your notice, keeping proof of postage; you normally pay return postage only if the trader told you so in advance.
- 4If no full refund arrives within 14 days of your notice, escalate by raising a chargeback with your card provider and, for a cross-border purchase, contact your nearest European Consumer Centre (ECC-Net) for free help and referral to an approved national ADR body.
What they'll say, and your comeback
“You have already opened or used the item, so we cannot accept it back.”
Comeback, The right of withdrawal lets me inspect goods as I would in a shop. I am only liable for any diminished value from handling beyond that, not refused a refund. Unless this is a sealed hygiene or personalised item, opening it does not remove my Article 9 right to withdraw.
“Refunds exclude the original delivery charge.”
Comeback, Article 13 of the Consumer Rights Directive requires you to reimburse all payments received including the cost of the standard delivery option. You may only withhold the extra cost of a premium delivery upgrade I chose.
“Our returns policy only allows 7 days / store credit.”
Comeback, A company policy cannot override EU law. The 14-day statutory right of withdrawal and refund in cash to my original payment method apply regardless of your internal returns policy.
FAQ
Do I have to give a reason for cancelling?
No. The 14-day right of withdrawal is a no-fault right. You can cancel for any reason or none, and the trader cannot charge a penalty or restocking fee.
Who pays for return postage?
You generally pay the direct cost of returning the goods, but only if the trader clearly told you that before you ordered. If they did not, they must cover return postage too. The trader always refunds the original outbound standard delivery cost.
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Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.