In September, the Consumer Advisory Service highlights the rights of consumers in door-to-door selling. As a door-to-door sales customer, you will have a right of withdrawal (cooling-off period) for most products. You can cancel a door-to-door purchase within 14 days of signing a service agreement or receiving your product. Door-to-door salespersons must inform customers beforehand whether or not they have a right to withdraw from the sale.
There is no obligation to purchase anything from a door-to-door salesperson
You do not have to let a salesperson into your home just to be polite. Aggressive marketing or pressurising are not allowed. There is no obligation for you to buy anything, even when the seller has used a long time to present the goods or services. And even a signed agreement will not be binding if it is later found that the buyer was not able to fully understand the significance of the door-to-door purchase agreement due to age or poor health.
Check and compare prices before you agree on a home improvement purchase
People selling home improvement services door-to-door may ask you to make a decision quickly. However, before you sign anything, you should take time to think about your decision and whether you need the offered home improvement. Compare the prices and read through the terms and conditions carefully.
You have 14 days to cancel a door-to-door purchase without giving a reason
If you decide to cancel a door-to-door purchase, you don’t have to give a reason for cancelling. Usually your right of withdrawal will be valid for 14 days from signing the agreement or receiving the product. You must let the seller know about the cancellation using the cancellation form or the email address the seller has given to you.
Made-to-measure products cannot be cancelled
A made-to-measure product is manufactured or modified according to the customer’s wishes, or it is otherwise clearly made to correspond to the customer’s individual needs. Made-to-measure covers goods such as kitchen units or other products made according to individual measurements. However, products that have been selected from a company’s standard range of colours, models or parts are not made-to-measure products.
Cancelling a service may lead to liability for compensation
When you purchase a service from a door-to-door salesperson, it cannot be provided before the end of your 14-day cancellation period, unless you explicitly ask for the service to begin earlier. However, you may cancel the service even if service provision has begun upon your request before the cancellation period ended. You must then pay the business a reasonable compensation for the services rendered under the agreement, calculated in proportion to the overall price of the agreement.
If the trader began delivery of services based on the agreement during the cancellation period without the your explicit request, or if you were not informed about this, you are not liable to pay for the services provided partially or in full during the cancellation period.
You can contact the Consumer Advisory Service to ask more about your rights as a consumer in door-to-door selling.