Right of Withdrawal: Online Shopping

When you shop online, you have a 14-day right of withdrawal, starting from the date of delivery.

If you purchase a service, the right of withdrawal starts from the date of the order.

Good advice:

• The seller is obliged to inform you where to send the item if you change your mind.
• Observe the 14-day deadline. You must notify the seller that you wish to cancel before the deadline expires. After this, you have an additional 14 days to return the item itself.
• Take care of the item. You may try the item, but not use it to an extent where it cannot be sold again. Otherwise, you must pay for the diminution in value.
• As a precaution, keep manuals, tags, molded plastic, and similar items, so the seller can get everything back if you cancel the purchase.
• You must pay for return shipping yourself unless otherwise agreed. Get a receipt from the postal service.
• You must receive all your money back – including the original delivery costs. The seller has a deadline of 14 days for the refund.

Can you try the item?

An item must appear as new upon return, but you may examine the item in the same way as in a regular physical store. If the item has been put to use, you still have the right of withdrawal, but you must pay for the diminution in value, which is assessed by the seller.

Return the item within 14 days

Once you have notified the webshop that you are cancelling the purchase, you have an additional 14 days to return the item. The seller has the right to see documentation that the item has been shipped, so get a receipt from the post office or the carrier.

You must pay for return shipping yourself

The only thing you have to pay when using your right of withdrawal is the transport of the item back to the seller, unless you have agreed otherwise. If you refuse to accept the item when it arrives, the seller may charge an amount if there are expenses associated with the return.

Who is responsible when the item is returned?

You are responsible for the item until it is received by the shop. It is therefore also you who must pay for any damage along the way or if the item gets lost in the mail.

Can you cancel parts of an online purchase?

If you buy several items in a webshop, e.g., both a pair of shoes and a bag, you cannot cancel parts of the purchase unless you have agreed this with the webshop. If the webshop offers that you can cancel parts of the purchase, you must have the price of the item refunded.

Additionally, the webshop can choose whether it will refund the money you paid for delivery. If it does not appear clearly and distinctly in the webshop’s terms and conditions that you cannot get delivery costs refunded, you must have all the money for delivery returned.

You must get your money back

When you use your right of withdrawal, you must get your money back no later than 14 days after you notified the shop that you cancelled the purchase, or when the shop has received documentation that the item has been shipped or has received the item. The shop may not deduct an amount for e.g. sending the item to you. You must receive the money back in the same way you paid. If you, for example, paid by payment card, the money must be transferred to your account.

Briefly about the right of withdrawal

You must:

• prove that the notification that you wish to cancel has been sent
• prove that the item has been returned to the webshop
• pay for the return shipping

The shop can:

• deduct extra costs for shipping the item if, at the time of purchase, you chose and ordered a more expensive form of shipping, e.g., a more expensive carrier, than the options the seller offered
• deduct money if the item’s value has diminished, e.g., the item is damaged or shows signs of having been used beyond what is allowed in a physical store

Returning an item

Contact the shop and you will receive information about the address and procedure.