Problems with the right of cancellation and refund of payment in the sale of goods

Most products purchased via distance selling have a 14-day return policy during which you can cancel your purchase for no special reason. If you cancel an order, the credit, insurance, or other agreement associated with the cancelled order will be cancelled.

The 14-day cancellation period begins when the goods you ordered are delivered or you receive the last batch of goods.

If a contract involves the regular delivery of goods, the cancellation period begins when you have received the first batch.

If the last day of the cancellation period is a Saturday or a holiday, a notice of cancellation may be given on the first working day following that date..

Extension of the cancellation period

If you have not been informed of the terms and conditions for using the right to cancel your purchase, the cancellation period will be extended to 12 months. This 12-month period begins when the original 14-day cancellation period expires. The terms and conditions for using the right to cancel include, among others, how and when you must inform the seller of cancelling the purchase.

The seller can provide the missing information during this period. In such case, the cancellation period ends 14 days after you have received the missing information.

Absence of the right to cancel

You can read more about the absence of cancellation rights on our website Right to cancel in e-commerce (opens in a new tab

The seller must, without delay and no later than 14 days after receiving a notice of cancellation, refund the money you have paid for the purchases and delivery.

If you have chosen the most affordable method of delivery other than one offered by the seller, such as express shipment, the seller is only required to return the normal delivery costs of the standard method of shipment. Retrieval from a store is not a delivery method.

• The seller may refrain from refunding the payments until the goods have been returned to the seller or e.g. you have demonstrated with a return receipt that you have sent the goods back to the address indicated by the seller.
• If the goods have been substantially changed or decreased in volume in your possession, you do not have the right to have the full payment refunded. First use or testing of goods purchased online (opens in a new tab).

When refunding you, the seller must use the same method of payment you used when you made the payment. Your payment may be refunded using other methods, such as a gift voucher, if you agree to this. The seller may not charge you for any costs related to refunding you.

• If the seller does not refund you at the latest within14 days after receiving the notice of cancellation or the returned goods, you are entitled to overdue interest.
• If the seller does not refund you at the latest within 14 days after receiving the notice of cancellation and you used a credit card to pay for the purchase, you can contact the credit card company to ask for your refund. You may not request the credit card company to reimburse you for an amount that is higher than what you initially paid to the credit card company Lender's liability (opens in a new tab)

The seller must, without delay and no later than 14 days after receiving a notice of cancellation, refund the money you have paid for the purchases and delivery.

If you have chosen the most affordable method of delivery other than one offered by the seller, such as express shipment, the seller is only required to return the normal delivery costs of the standard method of shipment. Retrieval from a store is not a delivery method.

• The seller may refrain from refunding the payments until the goods have been returned to the seller or e.g. you have demonstrated with a return receipt that you have sent the goods back to the address indicated by the seller.
• If the goods have been substantially changed or decreased in volume in your possession, you do not have the right to have the full payment refunded. First use or testing of goods purchased online (opens in a new tab).

When refunding you, the seller must use the same method of payment you used when you made the payment. Your payment may be refunded using other methods, such as a gift voucher, if you agree to this. The seller may not charge you for any costs related to refunding you.

• If the seller does not refund you at the latest within14 days after receiving the notice of cancellation or the returned goods, you are entitled to overdue interest.
• If the seller does not refund you at the latest within 14 days after receiving the notice of cancellation and you used a credit card to pay for the purchase, you can contact the credit card company to ask for your refund. You may not request the credit card company to reimburse you for an amount that is higher than what you initially paid to the credit card company Lender's liability (opens in a new tab)

Return costs refer only to the costs related directly to the return of goods, such as postage fees. The return costs do not include the processing costs incurred by the seller due to the return.

You must pay the return costs yourself, except

• f the vendor has committed to doing so, or
• if, prior to placement of the order, the vendor has not told you that you will be responsible for paying any return costs as well as the amount of such costs in cases where it is not possible to return the goods by mail in a normal manner.

In ambiguous situations, the seller must be able to prove that the contract has been concluded and that the charge is justified. The payment service provider (e.g. a bank or credit company) must demonstrate that you have given your consent to the execution of the transaction in question.

Simply referring to the standard terms and conditions is not enough to correct the promises made to the consumer in marketing. If a consumer can reasonably assume on the basis of an advertisement or sales pitch that the order in question only applied to an introductory package or a trial period of a service, no agreement has been reached on a continuous order.

A company cannot require you to return a product you did not order. Any possible fees related to return of a product shall be paid for by the company. For example, you can ask the company to send you a return envelope with the postage paid.

Most products purchased via door-to-door selling have a 14-day return policy during which you can cancel your purchase for no special reason. If you cancel an order, the credit, insurance, or other agreement associated with the cancelled order will be cancelled.

In the case of door-to-door sales, the purchase of custom-made goods may also be cancelled no later than 14 days after the contract has been concluded if the contract has been concluded on a home visit not requested by the consumer. A made-to-measure product is manufactured or modified according to given specifications or to meet clearly personal needs. Made-to-measure products include bespoke kitchen cabinets or goods.

The 14-day cancellation period begins when the goods you ordered are delivered or you receive the last batch of goods.

If a contract involves the regular delivery of goods, the cancellation period begins when you have received the first batch.

If the last day of the cancellation period is a Saturday or a holiday, a notice of cancellation may be given on the first working day following that date.

Extension of the cancellation period

If you have not been informed of the terms and conditions for using the right to cancel your purchase, the cancellation period will be extended to 12 months. This 12-month period begins when the original 14-day cancellation period expires. The terms and conditions for using the right to cancel include, among others, how and when you must inform the seller of cancelling the purchase.

The seller can provide the missing information during this period. In such case, the cancellation period ends 14 days after you have received the missing information.

Absence of the right to cancel

You can read more about the absence of the cancellation right on our website Cancellation and return in door-to-door sales (opens in a new tab

The seller must, without delay and no later than 14 days after receiving a notice of cancellation, refund the money you have paid for the purchases and delivery./p>

If you have chosen the most affordable method of delivery other than one offered by the seller, such as express shipment, the seller is only required to return the normal delivery costs of the standard method of shipment. Retrieval from a store is not a delivery method. In the case of door-to-door sales, the seller must pick up the goods that were delivered to the consumer when the contract was concluded, if they cannot be returned by post.

• If the seller is not obliged to pick up the goods themselves, the seller may refrain from refunding the payments until the goods have been returned to the seller or e.g. you have demonstrated with a return receipt that you have sent the goods back to the address indicated by the seller.
• If the goods have been substantially changed or decreased in volume in your possession, you do not have the right to have the full payment refunded.

When refunding you, the seller must use the same method of payment you used when you made the payment. Your payment may be refunded using other methods, such as a gift voucher, if you agree to this. The seller may not charge you for any costs related to refunding you.

• If the seller does not refund you at the latest within14 days after receiving the notice of cancellation or the returned goods, you are entitled to overdue interest.
• If the seller does not refund you at the latest within 14 days after receiving the notice of cancellation and you used a credit card to pay for the purchase, you can contact the credit card company to ask for your refund. You may not request the credit card company to reimburse you for an amount that is higher than what you initially paid to the credit card company. Lender's liability (opens in a new tab)

The seller must, without delay and no later than 14 days after receiving a notice of cancellation, refund the money you have paid for the purchases and delivery./p>

If you have chosen the most affordable method of delivery other than one offered by the seller, such as express shipment, the seller is only required to return the normal delivery costs of the standard method of shipment. Retrieval from a store is not a delivery method. In the case of door-to-door sales, the seller must pick up the goods that were delivered to the consumer when the contract was concluded, if they cannot be returned by post.

• If the seller is not obliged to pick up the goods themselves, the seller may refrain from refunding the payments until the goods have been returned to the seller or e.g. you have demonstrated with a return receipt that you have sent the goods back to the address indicated by the seller.
• If the goods have been substantially changed or decreased in volume in your possession, you do not have the right to have the full payment refunded.

When refunding you, the seller must use the same method of payment you used when you made the payment. Your payment may be refunded using other methods, such as a gift voucher, if you agree to this. The seller may not charge you for any costs related to refunding you.

• If the seller does not refund you at the latest within14 days after receiving the notice of cancellation or the returned goods, you are entitled to overdue interest.
• If the seller does not refund you at the latest within 14 days after receiving the notice of cancellation and you used a credit card to pay for the purchase, you can contact the credit card company to ask for your refund. You may not request the credit card company to reimburse you for an amount that is higher than what you initially paid to the credit card company. Lender's liability (opens in a new tab)

Return costs refer only to the costs related directly to the return of goods, such as postage fees. The return costs do not include the processing costs incurred by the seller due to the return.

You must pay the return costs yourself, except

• f the vendor has committed to doing so, or
• if, prior to placement of the order, the vendor has not told you that you will be responsible for paying any return costs as well as the amount of such costs in cases where it is not possible to return the goods by mail in a normal manner.
• however, if the goods were delivered to your home when the contract was concluded and they cannot be easily returned by post because of their nature (including size or weight), the seller must collect them at their expense.

In ambiguous situations, the seller must be able to prove that the contract has been concluded and that the charge is justified. The payment service provider (e.g. a bank or credit company) must demonstrate that you have given your consent to the execution of the transaction in question.

Simply referring to the standard terms and conditions is not enough to correct the promises made to the consumer in marketing. If a consumer can reasonably assume on the basis of an advertisement or sales pitch that the order in question only applied to an introductory package or a trial period of a service, no agreement has been reached on a continuous order.

A company cannot require you to return a product you did not order. Any possible fees related to return of a product shall be paid for by the company. For example, you can ask the company to send you a return envelope with the postage paid.

If, exceptionally, you do not have a statutory right to cancel your purchase, the seller must notify you in advance of this. The seller must also state the circumstances under which the cancellation right may be lost.

If the seller has neglected to provide information on the absence of the cancellation right, you are not bound by the contract.

If you wish to invoke the non-binding nature of the contract, you can notify the seller of the matter within 12 months of the conclusion of the contract.

Most products purchased via distance selling have a 14-day return policy during which you can cancel your purchase for no special reason. If you cancel an order, the credit, insurance, or other agreement associated with the cancelled order will be cancelled.

The 14-day cancellation period begins when the goods you ordered are delivered or you receive the last batch of goods.

If a contract involves the regular delivery of goods, the cancellation period begins when you have received the first batch.

If the last day of the cancellation period is a Saturday or a holiday, a notice of cancellation may be given on the first working day following that date..

Extension of the cancellation period

If you have not been informed of the terms and conditions for using the right to cancel your purchase, the cancellation period will be extended to 12 months. This 12-month period begins when the original 14-day cancellation period expires. The terms and conditions for using the right to cancel include, among others, how and when you must inform the seller of cancelling the purchase.

The seller can provide the missing information during this period. In such case, the cancellation period ends 14 days after you have received the missing information.

Absence of the right to cancel

You can read more about the absence of the cancellation right on our website Cancellation and return in telemarketing (opens in a new tab

The seller must, without delay and no later than 14 days after receiving a notice of cancellation, refund the money you have paid for the purchases and delivery.

If you have chosen the most affordable method of delivery other than one offered by the seller, such as express shipment, the seller is only required to return the normal delivery costs of the standard method of shipment. Retrieval from a store is not a delivery method.

• The seller may refrain from refunding the payments until the goods have been returned to the seller or e.g. you have demonstrated with a return receipt that you have sent the goods back to the address indicated by the seller.
• If the goods have been substantially changed or decreased in volume in your possession, you do not have the right to have the full payment refunded. Cancellation and return to telemarketing purchases (opens in a new tab).

When refunding you, the seller must use the same method of payment you used when you made the payment. Your payment may be refunded using other methods, such as a gift voucher, if you agree to this. The seller may not charge you for any costs related to refunding you.

• If the seller does not refund you at the latest within14 days after receiving the notice of cancellation or the returned goods, you are entitled to overdue interest.
• If the seller does not refund you at the latest within 14 days after receiving the notice of cancellation and you used a credit card to pay for the purchase, you can contact the credit card company to ask for your refund. You may not request the credit card company to reimburse you for an amount that is higher than what you initially paid to the credit card company Lender's liability (opens in a new tab)

The seller must, without delay and no later than 14 days after receiving a notice of cancellation, refund the money you have paid for the purchases and delivery.

If you have chosen the most affordable method of delivery other than one offered by the seller, such as express shipment, the seller is only required to return the normal delivery costs of the standard method of shipment. Retrieval from a store is not a delivery method.

• The seller may refrain from refunding the payments until the goods have been returned to the seller or e.g. you have demonstrated with a return receipt that you have sent the goods back to the address indicated by the seller.
• If the goods have been substantially changed or decreased in volume in your possession, you do not have the right to have the full payment refunded. Cancellation and return to telemarketing purchases (opens in a new tab).

When refunding you, the seller must use the same method of payment you used when you made the payment. Your payment may be refunded using other methods, such as a gift voucher, if you agree to this. The seller may not charge you for any costs related to refunding you.

• If the seller does not refund you at the latest within14 days after receiving the notice of cancellation or the returned goods, you are entitled to overdue interest.
• If the seller does not refund you at the latest within 14 days after receiving the notice of cancellation and you used a credit card to pay for the purchase, you can contact the credit card company to ask for your refund. You may not request the credit card company to reimburse you for an amount that is higher than what you initially paid to the credit card company Lender's liability (opens in a new tab)

Return costs refer only to the costs related directly to the return of goods, such as postage fees. The return costs do not include the processing costs incurred by the seller due to the return.

You must pay the return costs yourself, except

• f the vendor has committed to doing so, or
• if, prior to placement of the order, the vendor has not told you that you will be responsible for paying any return costs as well as the amount of such costs in cases where it is not possible to return the goods by mail in a normal manner.

In ambiguous situations, the seller must be able to prove that the contract has been concluded and that the charge is justified. The payment service provider (e.g. a bank or credit company) must demonstrate that you have given your consent to the execution of the transaction in question.

Simply referring to the standard terms and conditions is not enough to correct the promises made to the consumer in marketing. If a consumer can reasonably assume on the basis of an advertisement or sales pitch that the order in question only applied to an introductory package or a trial period of a service, no agreement has been reached on a continuous order.

A company cannot require you to return a product you did not order. Any possible fees related to return of a product shall be paid for by the company. For example, you can ask the company to send you a return envelope with the postage paid.

Telemarketing requires the written confirmation of the conclusion of the contract.

If you have not accepted the trader's offer after the telephone conversation in a lasting manner, you will not be bound by the contract and you may not be required to pay, return the product, store the product or take any other action.

The offer can be submitted in paper form or electronically, for example to your e-mail address or personal customer folder so that you receive the offer personally after the telephone conversation.

However, a written confirmation is not required if you have contacted the trader yourself or the trader has contacted you at your express request. Written confirmation is also not required for telemarketing of electronic communications services, such as telephone or Internet plans.