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.

You can cancel your agreement by phone, e-mail, letter, or by using a model form provided by the seller. It is recommended that you do so in writing to ensure you have proof that you are exercising 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:

• Insurance contracts
• Brokerage agreements with real estate agents or brokers
• Consumer credit agreements