How to return something you bought online in the EU

3 min read · 7 steps · Updated 3 October 2026

Buying online means buying without having seen or tried the item. EU law therefore gives you a cooling-off period, called the right of withdrawal, for purchases made online, by phone or at the doorstep from a business. It applies in all EU countries, including Germany, whatever the shop's own return policy says.

This is general information about EU consumer law, not legal advice. Individual countries add rules of their own. For a dispute, contact the consumer advice centre in your country.

Step by step

1. Check that the right applies

   It covers goods and services bought at a distance from a business: online shops, phone orders, catalogue and doorstep sales. It does not apply to purchases in a physical shop, where returns depend on the goodwill of the shop, or to purchases from private individuals.

   Done

2. Count the 14 days

   For goods, the period runs for 14 days from the day you receive them. For services, it runs from the day the contract was agreed.

   Done

3. Know the exceptions

   No withdrawal for: tickets for travel and events and hotel bookings for fixed dates, food and other perishable goods, items made to order or personalised, sealed audio, video or software that you have unsealed, digital content once you have started the download or stream with your agreement, and services that were fully carried out with your agreement.

   Done

4. Tell the seller in writing

   Simply sending the parcel back without a word is not always enough. Inform the seller clearly that you withdraw from the purchase: use the return form in your customer account, the withdrawal form the shop must provide, or an email. Keep a copy and the date.

   Done

5. Send the goods back

   Return the item within 14 days of your notice. Pack it well and keep the proof of posting. You pay the return postage, unless the seller offers to pay or did not tell you beforehand that you would have to.

   Done

6. Get the refund

   The seller must refund the price and the standard delivery charge you paid, within 14 days of your notice. The seller may wait until the goods are back or you have shown proof of posting.

   Done

7. Treat the item as you would in a shop

   You may unpack and try the item as you could in a shop: try on shoes, switch on a device. If you use it beyond that, the seller can deduct money for the loss in value.

   Done

Good to know

If the seller did not inform you about the right of withdrawal, the period is extended by up to twelve months.

Many shops voluntarily give 30 days or more and free returns. Their own policy can add to your rights but not reduce them.

A faulty item is a different case with stronger rights, and there the seller pays for the return: faulty product in the EU: your 2-year guarantee explained.

If the seller does not refund you: write once more with a deadline, then contact your consumer advice centre or, for a seller in another EU country, the European Consumer Centre. If you paid by card, ask your bank about a chargeback.

For apps and subscriptions: how to get a refund from Apple and how to get a refund on Google Play.

In short: 14 days from delivery, no reason needed, for online, phone and doorstep purchases from a business. Tell the seller in writing, send it back within 14 days, refund within 14 days. Return postage is usually yours.