Guarantees and withdrawal
When you shop on a European website, you have rights that are different but complementary.
On the one hand, if you are not satisfied with the item, you have a right of withdrawal, meaning you can change your mind within 14 days.
On the other hand, if the item arrives damaged, does not comply with your order or has faults, even after several months’ use, you can invoke the legal guarantee of conformity.
Finally, the trader may sometimes offer you other types of warranties : commercial, durability, after-sales service, etc.
| Depending on the situation… | Guarantee or withdrawal? |
| Why do you want to return the item? | → Because you’ve changed your mind: withdrawal |
| → Because it is faulty or doesn’t correspond to what you ordered: guarantee | |
| When did you receive the item? | → Less than 15 calendar days ago: guarantee and withdrawal |
| → 15 calendar days or more ago: guarantee | |
| Where did you buy the item? | → In-store, at a fair or trade show: guarantee |
| → Online: guarantee and withdrawal | |
| → Door-to-door sales: guarantee and withdrawal | |
| What are you hoping to get? | → A refund: guarantee and withdrawal* |
| → An exchange: guarantee** | |
| → A repair: guarantee | |
| Who is responsible for paying the return delivery fees? | → You: withdrawal*** |
| → The seller: guarantee **** |
*The guarantee entitles you to a refund, particularly if repair or replacement are impossible.
** You may be able to exchange the item following a withdrawal only if the seller offers this option.
*** The seller must inform you of this before you make the purchase. If they fail to do so, they are responsible for covering the fees.
**** Under the guarantee, you may have to pay the fees up front, but the seller must refund them.
This table provides a simplified summary of your rights. Find out below what specific rights you have and how to enforce them.
Commercial warranties
Right of withdrawal
Protection of your personal data
Spare parts and repairs
