How to Return an Online Purchase: Cancellation Rights, Shipping Costs and Refund Deadlines

Returning an online purchase begins with a notice to the seller. Consumers using distance contracts must tell the seller they are exercising their cancellation right, either in writing, through a permanent data carrier, or through a return or cancellation option on the website.

Once the request has been submitted, the product can be sent using the return method and carrier specified by the seller. Consumers should keep proof of both the cancellation request and the shipment in case a dispute arises.

The general cancellation period is 14 days, with no need to give a reason or pay a penalty. For goods, the period begins when the consumer receives the product. If an order arrives in several separate parts, the deadline starts from delivery of the final part. Sending the notice before the 14-day period ends is sufficient.

Return shipping costs depend on the seller's advance information. If the seller specified a carrier and the consumer uses that carrier, the seller cannot charge return shipping. If no carrier was specified, the consumer cannot be made to pay the return cost. When the designated carrier has no branch where the consumer lives, the seller must arrange collection without charging an additional fee.

After receiving the cancellation notice, the seller must refund the payments collected within 14 days. The refund includes delivery charges paid to send the product to the consumer and must use the same payment method without imposing an additional cost. The article notes that the 14-day rule has exceptions under the relevant regulations, although the supplied text does not list them.