In case of distance selling, you have 14 days to change your mind and receive a full refund. This is referred to as the right of withdrawal. This constitutes a minimum right throughout the European Union. A seller may offer a longer period to consumers.

A distance sale is a sale that has taken place on the internet, by telephone or by post (for example via a catalogue), i.e. when the seller and the buyer are not face-to-face.

The 14-day period runs from the date of receipt of the product (for goods) or from the date of the conclusion of the contract (for services).

When you withdraw, you do not have to give any reason and you cannot be charged any penalty. The only costs that can be charged to the consumer are the costs of returning the goods, or a proportional amount corresponding to the part of the service performed before the withdrawal.

The seller must be informed in writing (by email, registered letter, withdrawal form) of the intent to withdraw. Simply returning the goods or refusing to accept delivery is not enough to withdraw.

The seller must inform you of the existence or not of this right before the sale is concluded. If the seller has not informed you, the period is extended by 12 months.

The right of withdrawal also applies if the product is on sale or second-hand.

It is important to know that there are exceptions to theright of withdrawal:

  • accommodation (hotel, holiday rental, camping, ...), transport (plane, train, boat tickets, ...), car rental, leisure activities provided on a specific date (tickets for shows, concerts, sports events, ...)
  • fully executed services whose execution has started with your agreement before the end of the withdrawal period (ex. video streaming)
  • products made to your specifications or clearly personalised (ex. photo album, engraved jewellery)
  • products which, due to their nature, cannot be returned or are likely to deteriorate or expire quickly (fresh food)
  • CDs, DVDs or computer software that have been opened or unsealed
  • newspapers, periodicals or magazines
  • betting and lotteries
  • sales concluded during electronic auctions
  • goods or services whose price depends on the market (delivery of fuel oil)