Withdrawing and returning purchases in door-to-door sales

For door-to-door sales, the consumer usually has a 14-day right of withdrawal.

The sale is considered to concern goods even if the agreement also includes installation or another related service. You have the right to cancel the agreement even if, for example, the installation service has already been carried out.

The withdrawal period starts when:

• you have received the goods, or
• if delivery is made in several consignments, when you receive the last consignment, or
• if the goods are delivered regularly, when you receive the first delivery.

When does the right of withdrawal not apply?

The right of withdrawal does not apply to the following products:

• Made-to-measure products manufactured or modified according to your specifications, which cannot be resold without significant loss.
  • For example, ordering kitchen cabinets or windows made and installed according to specific measurements. The right of withdrawal does not apply even if production has not started. If the product is of standard size, you have the right of withdrawal.
  • Note: If the agreement was made during a home visit that was not requested by you, you have the right to cancel the order within the 14-day withdrawal period, even if the product was tailored to your specifications.
• Goods delivered sealed that cannot be returned after opening for health or hygiene reasons, such as cosmetics.
• Goods that spoil or expire quickly, such as food.
• Goods that, after delivery, are inseparably mixed with other items, such as soil that has already been spread.

You can check your right to cancel an order using the Withdrawal Rights Assistant.

The assistant helps consumers and businesses determine, among other things, whether the consumer has the right to cancel an order concerning goods.

Withdrawal Rights Assistant (sale of goods)

Service contracts include, for example, various renovation and maintenance works.

The 14-day withdrawal period is calculated from the date the service contract was concluded.

You can always cancel an unfinished service during the withdrawal period and, under certain conditions, even a fully completed service. In such cases, you may have to pay the trader reasonable compensation for the work already done or the service provided.

Urgent repair or maintenance work requested by you is not subject to the right of withdrawal.

Can I cancel a service even if it has started or been completed?

If the service has started during the withdrawal period:

If you requested the service to start before the withdrawal period ended and decide to cancel it during the withdrawal period, you must pay reasonable compensation for the work already done or the service provided. The compensation is calculated as a proportion of the total price of the contract.

You do not have to pay for a service you cancel during the withdrawal period in the following situations:

• you did not request the work or service to start before the withdrawal period ended
• you were not informed in advance about the conditions, deadlines, and procedures for exercising the right of withdrawal, or
• you were not informed in advance that cancellation may lead to an obligation to pay compensation.

If the service has already been fully completed during the withdrawal period:

You generally cannot cancel the service contract if:

• you requested the service to start before the withdrawal period ended, and
• you agreed that the right of withdrawal would lapse once the service was completed

Note: If the service contract was concluded during a home visit that was not requested by you, you have the right to cancel the contract within the 14-day withdrawal period, even if the service has been fully completed. This protects consumers from unexpected and unwanted agreements.

You may also cancel a fully completed service if:

• you did not request the service to start before the 14-day withdrawal period ended and did not agree that the right of withdrawal would lapse once the service was completed,
  OR
• the service contract was concluded during a home visit that was not requested by you.

You do not have to pay for a service you cancel during the withdrawal period in the following situations:

• you did not request the work or service to start before the withdrawal period ended
• you were not informed in advance about the conditions, deadlines, and procedures for exercising the right of withdrawal, or
• you were not informed in advance that cancellation may lead to an obligation to pay compensation.

Before concluding the agreement, the trader must inform you that the right of withdrawal exists and how and within what time it can be exercised (e.g., by form or email).

The information must be provided:

• clearly and understandably
• on paper or another durable medium (e.g., by email if you have consented to this).

If you were not informed about the right of withdrawal and its conditions:

• The withdrawal period is extended by 12 months, during which you have the right to cancel the order free of charge. The 12-month period starts when the original 14-day withdrawal period ended.
• If the trader later provides the missing information, the withdrawal period ends 14 days after you received the corrected information.

What to do if the company does not accept the cancellation?

If the company refuses your request to cancel the order:

• Submit a justified complaint to the company.
• You can use the Complaint Assistant to help resolve the situation.

Learn how to make a complaint and negotiate a solution.

In some situations, you may lose your right to cancel the agreement. Before concluding the agreement, the trader must inform you under which circumstances the right of withdrawal no longer applies.

The information must be provided:

• clearly and understandably
• on paper or another durable medium (e.g., by email if you have consented to this).

Examples of situations where you may lose the right of withdrawal:

• You requested the service to start during the withdrawal period and it is completed before the withdrawal period ends. An additional requirement is that you have expressly agreed that the right of withdrawal will lapse in such a situation.
• You opened a sealed hygiene product.

If the trader did not inform you about restrictions on the right of withdrawal:

• The agreement is not binding on you.
• You may invoke the non-binding nature of the agreement within 12 months of concluding it.
• If you invoke the non-binding nature, you do not have to pay the agreed price.
• The trader must promptly, and no later than within 30 days, refund any amount you have already paid and compensate you for the costs of returning the goods or other performance. If the performance (e.g., renovation and materials used) cannot be returned, you receive it free of charge.

What to do if the company does not accept the cancellation?

If the company refuses your request to cancel the order:

• Submit a justified complaint to the company.
• You can use the Complaint Assistant to help resolve the situation.

Learn how to make a complaint and negotiate a solution.

For some products or services, the right of withdrawal does not apply at all, for example, made-to-measure products. If the right of withdrawal does not apply, the trader must inform you of this before concluding the agreement.

The information must be provided:

• clearly and understandably
• on paper or another durable medium (e.g., by email if you have consented to this).

If the trader did not inform you that the right of withdrawal does not apply:

• The agreement is not binding on you.
• You may invoke the non-binding nature of the agreement within 12 months of concluding it.
• If you invoke the non-binding nature, you do not have to pay the agreed price.
• The trader must promptly, and no later than within 30 days, refund any amount you have already paid and compensate you for the costs of returning the goods or other performance. If the performance (e.g., renovation and materials used) cannot be returned, you receive it free of charge.

What to do if the company does not accept the cancellation?

If the company refuses your request to cancel the order:

• Submit a justified complaint to the company.
• You can use the Complaint Assistant to help resolve the situation.

Learn how to make a complaint and negotiate a solution.

Notify the trader of the cancellation using the withdrawal form provided by the trader or by email. Simply returning the goods is not enough.

Remember that you must be able to prove, if necessary, that you have submitted the notice of withdrawal.

You can cancel the order during the withdrawal period without giving any reason.

Return the goods no later than 14 days after submitting the notice of withdrawal, unless the trader has agreed to collect the goods themselves.

If the trader has not agreed in the contract terms to cover the return costs, you must pay the return costs.

If the goods were delivered to your home when the contract was concluded, the trader must collect them at their own expense if they cannot be easily returned by post, for example, due to size or weight.

The trader must refund your payment within 14 days of receiving the notice of withdrawal.

If you chose a delivery method other than the trader’s least expensive standard option, the trader is not obliged to refund the additional delivery costs.

The trader has the right to withhold the refund until the goods have been returned or you have provided proof that you sent the goods back, for example, with a return receipt.

If the cancellation has not succeeded or your money has not been refunded, you can use the Complaint Assistant to help resolve the situation.