In the case of the sale of a product over the internet, by visiting the shop, or by other means (distance sale by telephone), the consumer has the right to return the product or cancel the service within 14 days. This period is usually called the cooling-off period or withdrawal period. The consumer is not obliged to give a reason for their decision.

The right of withdrawal does not apply where the products are made to the specifications set by you as the consumer, or are not in stock and require a special order from the supplier/manufacturer, nor to products which, after delivery, are by their nature inseparably mixed with other items.

EU legislation also provides that the consumer must be given a minimum two-year guarantee (legal guarantee) as protection against defective products or products that do not match the advertised appearance or function.

Obligations after the sale / defective products

If the product proves to be defective, or if it does not match the advertised appearance or function, and provided that the legal guarantee is still in force, the guarantee applies.

When can you claim a remedy?
You can request a remedy under the legal guarantee provided for by EU legislation, if a product:

  • does not correspond to the description of the product.
  • has different characteristics from the model in the advertisement or from what we showed you.
  • is unsuitable for the intended purpose – or for the purpose for which products of this type are generally used.
  • does not have the quality and performance that products of this type normally have.
  • If you are informed that the product you are about to buy has certain quality problems, you cannot

claim a remedy in respect of those specific defects.

What you can claim :

You have the right to request one of the following free of charge (shipping costs, labour, materials, etc.) :

  • repair of the product
  • replacement of the product
  • a reduction in the price
  • cancellation of the contract and a full refund of the amount you paid.

Repair or replacement

You can request the repair of the product or its replacement in case repair is not a good option (e.g. it is very expensive).

Price reduction or full refund

Another option is to request a price reduction or a refund of the entire amount, but only if the repair or replacement:

  • is not possible
  • is too costly given the type of product or the defect
  • does not suit you at all
  • cannot be carried out by the business within a reasonable period of time.

How to cancel a purchase

You must inform the trader that you wish to cancel your purchase. It is not enough simply to return the products. The trader is obliged to provide you with a standard withdrawal form with which you can inform them of your decision, without however being obliged to use it. You can inform the trader at the same time as returning the products, e.g. by adding a written statement to the products you return by post, by sending an e-mail, or by completing an electronic returns form on the trader’s website. You must return the products within 14 days of informing the trader accordingly.

Some traders may not charge you for returning the products. However, they are obliged to inform you in advance (before your order) whether you will have to pay if you decide to return your order. If they do not inform you that you must pay for the return, the trader must cover the relevant cost. You are not obliged to pay any amount of which you were not previously informed.

For bulky products (such as large household appliances), the trader must give you at least an estimate of the cost of returning them. However, bulky products that you purchased and that were delivered to you immediately must always be collected by the trader at their own expense.