Right of Withdrawal for Remote Purchase: General Rule and Exceptions
Right of Withdrawal for Remote Purchase: General Rule and Exceptions
General Rule
Did you make an agreement via the internet or by phone? For such remote agreements, you have the right to cancel them within 14 calendar days without giving a reason and free of charge. This right is known as the right of withdrawal.
A purchase is only considered a remote purchase if the entire sales process takes place at a distance. If you receive a price offer in a shop and later accept it by phone or email, you cannot exercise your right of withdrawal. However, if you only request information in the shop and complete your purchase later by phone or email, you do have the right of withdrawal.
The withdrawal period begins:
- for service contracts: from the date the contract is concluded
- for sales contracts: from the moment you (or a third party designated by you) take physical possession of the goods
You may cancel the contract:
- by using a model form provided by the seller
- online via the cancellation feature available on the seller’s website in the form of a button or link
- by making a clear statement of your intention to withdraw from the contract: by telephone, email or post. It is recommended that you terminate the contract in writing so that you have proof that you have exercised your right of withdrawal.
After informing the company that you are exercising your right of withdrawal, you have a maximum of 14 days to return the products.
Exceptions
For certain goods and services, you cannot invoke the right of withdrawal:
- Personalised goods (e.g., a coffee cup with your picture on it)
- Products that spoil quickly
- Multimedia on a physical medium whose seal has been broken after delivery, or digital versions after they have been downloaded
- Sealed goods that cannot be returned for health or hygiene reasons
- Services with a specific execution date (e.g., concert or cinema tickets, hotel reservations, plane tickets, etc.)
- Services for which you have expressly requested the company to visit you in order to carry out urgent maintenance or repair work
Specific Legislation
There are specific rules regarding the right of withdrawal for certain types of contracts, including:
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