Return Police

14 day cooling off period

In the EU you have the right to return purchases made online or through other types of distance selling, such as by phone, mail order or from a door-to-door salesperson, within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.

The 14-day cooling off period does not apply to all purchases. Some of the exemptions are:

  • plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates
  • goods and drinks delivered to you by regular delivery – for example delivery by a milkman
  • goods made to order or clearly personalised – such as a tailor-made suit
  • sealed audio, video or computer software, such as DVDs, which you have unsealed upon receipt
  • online digital content, if you have already started downloading or streaming it and you agreed that you would lose your right of withdrawal by starting the performance
  • goods bought from a private individual rather than a company
  • urgent repairs and maintenance contracts – if you call a plumber to repair a leaking shower, you can't cancel the work once you have agreed on the price of the service

Please note that this list is not exhaustive.

The cooling off period expires 14 days after the day you received your goods. For service contracts, the cooling off period expires 14 days after the day you concluded the contract. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.

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