Returning goods and the related costs
If the consumer cancels the sales contract, the goods must be returned within 14 days of giving the cancellation notice. If necessary, the consumer must provide proof that the goods have been returned within the time limit, for example by presenting a return receipt.
The consumer must cover the costs of returning the goods, unless the company has agreed to cover this. The consumer will not have to pay the return costs,
- if the company has agreed to cover the return costs
- if, prior to the consumer's placing the order, the company has not informed the consumer that the consumer must cover any return costs, or of the amount of the return costs if the goods cannot be returned by ordinary post.
Notice of cancellation
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.
Liability of the credit provider and the operator
If you paid with a credit card, you can request a refund from the seller but also from your credit provider. You can to turn to your credit card provider for financial compensation for example in the following cases: the company does not deliver the purchased goods or services, the purchase has been invoiced incorrectly, the goods or service have a defect for which the seller is liable and which the company does not agree to refund. The credit card provider is not liable to return any sum greater than that originally paid to the The credit card provider.
In the case of a delay in the delivery of goods ordered online, consumers may utilise a complaint letter template provided by the European Consumer Centre.
If you paid with a debit card, you may also demand compensation from the card company if the card company’s terms and conditions specify this.
If you charged a purchase to your phone bill and you encounter a problem, you can request a refund from the seller but also from your operator. You can to turn to your operator for financial compensation for example in the following cases: the company does not deliver the purchased goods or services, the purchase has been invoiced incorrectly, the goods or service have a defect for which the seller is liable and which the company does not agree to refund. The operator is not liable to return any sum greater than that originally paid to the operator for the service.