The company must return the payment received from the consumer without delay, and at the latest within 14 days of receiving the cancellation notice. The company has the right to withdraw reimbursement of the payment until the company has received the returned goods or the consumer has provided proof of having returned the goods, in the form of a return receipt for example.
- If the goods have fundamentally changed or been reduced in any way, the consumer is not entitled to a full refund of the payment.
- If the consumer has chosen a means of delivery other than the cheapest one, for example an express delivery, the company is not obliged to refund the extra costs arising from this.
- If the company does not refund the payment within 14 days of receiving the notice of cancellation or the goods, the consumer is entitled to claim penalty interest accordingly.
The company must refund the payments using the same payment method as the consumer used. Refunding the payment must not incur any costs for the consumer. The consumer's consent is required in order to return the payment by some other method, such as a gift voucher.
- For example, if the consumer has paid the purchase through an online banking service, the payment must be refunded to the bank account notified by the customer. Similarly, a credit card payment must be refunded to the credit card account in question.
- If the consumer's bank account number is unknown to the company, it can perform the refund through a payment order, for example.
If the company does not return the payment received from the consumer without delay, and at the latest within 14 days of receiving the cancellation notice and the product was paid for by credit card, consumers may claim compensation from the credit card company. The credit card company is not liable to return any sum greater than that originally paid to it.
If the dispute cannot be resolved, you may contact consumer advisory services.
Returning goods and payments