Policy

Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised. If you bought a product or a service online or outside of a shop (by telephone, mail order, from a door-to-door salesperson), you also have the right to cancel and return your order within 14 days, for any reason and without a justification. If you're not sure which situation applies to you, you can also try our consumer rights tool to help you understand your rights when you shop in the EU.

RETURN PURCHASES

14 day cooling off period In the EU you have the right to return purchases made online or through other types of distance selling, such as by phone, mail order or from a door-to-door salesperson, within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind. The 14-day cooling off period does not apply to all purchases. Some of the exemptions are: plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates goods and drinks delivered to you by regular delivery – for example delivery by a milkman goods made to order or clearly personalised – such as a tailor-made suit sealed audio, video or computer software, such as DVDs, which you have unsealed upon receipt online digital content, if you have already started downloading or streaming it and you agreed that you would lose your right of withdrawal by starting the performance goods bought from a private individual rather than a company urgent repairs and maintenance contracts – if you call a plumber to repair a leaking shower, you can't cancel the work once you have agreed on the price of the service Please note that this list is not exhaustive. The cooling off period expires 14 days after the day you received your goods. For service contracts, the cooling off period expires 14 days after the day you concluded the contract. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.

HOW TO CANCEL AN ORDER

How to cancel a purchase You must tell the trader that you want to cancel your purchase. It is not enough just to send the goods back. The trader must give you a model withdrawal form which you can use to tell them about your decision, but you don't have to use it. You can inform the trader and send back your goods at the same time, for example, by adding a written statement with the goods that you are returning by post, by sending an e-mail, or by completing an online returns form on the trader's website. You must send the unused goods back within 14 days of informing the trader. Some traders may not charge you for returning your goods. However, they should tell you in advance (before you order) if you will have to pay if you decide to return your order. If they don't tell you that you must pay for your return, the trader will have to pay for it. You don't have to pay any other charges that you were not informed of. For bulky goods (such as large household appliances or furniture), the trader must give you at least an estimate of the cost of returning your order. Bulky goods bought off-premises, such as by catalogue or from a door-to-door salesperson, and delivered to you immediately must always, however, be collected by the trader at their own expense. Getting a refund The trader must give you a refund within 14 days of receiving your cancellation request. However, they can delay refunding you if they haven't received the goods or evidence that you've returned them. Your refund must include any shipping charges you paid when you made your purchase. However, the trader may charge you delivery costs if you specifically requested non-standard delivery (such as express delivery).