Complaints and returns

In the case of distance contracts, the consumer has the right to notify the trader, within 14 days of receiving the goods, that they are withdrawing from the contract, without having to give any reason for their decision. The consumer must return the goods within 14 days of notifying their intention to withdraw from the contract. The only cost borne by the consumer in connection with withdrawal from the contract is the direct cost of returning the goods.

In the case of a sales contract, the withdrawal period referred to in the previous paragraph begins on the day on which:

• the consumer, or a third party other than the carrier designated by the consumer, acquires physical possession of the goods,
• the consumer, or a third party other than the carrier designated by the consumer, acquires physical possession of the last item of goods, where the contract covers multiple items of goods ordered by the consumer in one order,
• the consumer, or a third party other than the carrier designated by the consumer, acquires physical possession of the last lot or piece of goods, where the goods are delivered in multiple lots or pieces,
• the consumer, or a third party other than the carrier designated by the consumer, acquires physical possession of the first item of goods, where goods are delivered regularly during a defined period.

In the case of a service contract, the withdrawal period referred to in the first paragraph of this article begins on the day the contract is concluded.

Unless the contracting parties have agreed otherwise, the consumer does not have the right of withdrawal referred to in the first paragraph of this article in the case of contracts:

• for goods or services whose price depends on fluctuations in the market which the trader cannot control and which may occur within the withdrawal period;
• for goods made to the consumer’s specifications or clearly personalised to their personal needs;
• for services, after the service has been fully performed by the trader, if performance began with the consumer’s express prior consent and with the acknowledgement that they will lose their right of withdrawal once the contract has been fully performed by the trader;
• for the supply of goods which, by their nature, are inseparably mixed with other items;
• concluded at public auctions;
• where the consumer has specifically requested a visit from the trader at their home for the purpose of carrying out urgent repairs or maintenance. If, on such a visit, the trader provides additional services which the consumer did not specifically request, or supplies goods other than replacement parts necessarily used in carrying out the maintenance or repairs, the consumer has the right of withdrawal in respect of those additional services or goods.