If, after receiving a telemarketing call, you are sent a product that you have not ordered, do not pay for it.
It is unlawful to send goods without a confirmed order from the consumer. You do not need to pay the invoice for a product you have not ordered, but you must contact the seller e.g. via email to clear up the matter. Only return the product after receiving instructions from the seller on how to return it. A company cannot require a consumer to pay for the return of a product they have been delivered without an order.
The consumer must receive sufficient information about the product being sold. For example, such telemarketing is deemed misleading in which the seller emphasises a discount, prize or gift, while the full length and price of the contract is side stepped. Before the contract is concluded, the telesales operator must indicate at least the main characteristics of the product, company name, product price, shipping cost and any additional costs, the terms for making use of the right to cancel the order, and the duration of the contract.
In telemarketing, as in any other form of distance sales (online sales, mail order sales), the majority of products have a 14-day right to cancel the purchase, during which period you may cancel the purchase without any reason. The right to cancel the purchase may only be restricted for reasons specifically stated in legislation.
Direct marketing by phone may be restricted by prohibiting the disclosure of name and address information from information systems maintained by public authorities, by registering with the direct marketing restriction service or by notifying the marketer or seller of the marketing ban, in which case the ban will be applied to the company in question.
For advice on problematic situations or on the arbitration of disputes, contact the Consumer Advisory Services, and, to draft a written complaint addressed to the seller, use the Complaint Assistant. Inappropriate telemarketing can be reported to the Consumer Ombudsman. For all tips on advertising published in October, visit
Marketing and advertising
Opting out of direct marketing