Section actions
Duration: Notification: 1 day; product return: 14 days; refund: 14 days after
Cost: Free of charge (retraction); return fee at your expense
Possible online
Who this guide is for
Section actions
- You if you made an online purchase and change your mind
- You if you signed a home contract and want to cancel it
- You if the seller refuses to take the return
To be prepared in advance
Section actions
- Documents: proof of purchase (invoice, order number)
- Product in its original packaging (or condition)
- Accurate date of receipt of property (for 14 days count)
Step-by-step procedure
Section actions
- 1Time limit: 14 days from receipt of the property (for a physical product) or conclusion of the contract (for a service). Send the notification before the end of day 14. If the seller has not informed you of the right — the period is extended to 12 months.
- 2Notification: send a mail (recommended with AR) or use the withdrawal form proposed by the seller (it must be provided in its GTC or on the site). Keep proof of dispatch.
- 3Return of property: you must return the product within 14 days of the withdrawal. At your expense, unless the seller has not proposed a resumption or if the product is not compliant. Packaging — original if possible, but not mandatory (useful for protection).
- 4Refund: the seller must repay within 14 days of receipt of the property (or notice of withdrawal for a service). Includes initial shipping costs. Return costs — to be borne by the consumer (except in exceptional cases).
- 5Exceptions (no withdrawal): (1) custom products (printed to your name); (2) sealed hygiene (cosmetics, underwear); (3) media (books, unlocked DVD); (4) digital content downloaded with consent; (5) travel, short-term rental; (6) urgent repair contracts.
- 6For home contracts (door-to-door, door-to-door) : 14 days also, form cerfa of withdrawal usually attached to the contract.
- 7For subscriptions (sport room, streaming): 14 days from signing, but many do not use it because they take advantage of the service immediately. Attention — for streaming, a de facto exception applies if use has started.
- 8For holidays/leisure (school holidays, festivals): 14 days in general, but exceptions for tourist packages (seasonality).
- 9Disputes: if the seller refuses — consumer mediator (free). The seller must indicate the mediator in his CGV. Then court.
- 10Chargeback as a back-up solution: If the seller fails to meet its obligation, enter your bank for a chargeback within 120 days of payment (CB).
- 11Evidence: keep everything — invoice, seller's agreement for withdrawal, followed by return. Without evidence, it is difficult to prove in the event of a dispute.
Common mistakes
Section actions
- Missing the 14-day time limit — loss of entitlement.
- Send back the product without notice of withdrawal — the seller can refuse.
- Do not keep proof that the withdrawal has been sent — impossible to prove.
- Confound withdrawal and guarantee — two distinct things (guarantee for defects, withdrawal for change of mind).
- Send the product back to a used condition — the seller can reduce the refund.
Official sources
Section actions
Show sources in this section
Important remark
The withdrawal is governed by the Consumer Code (L221-18 et s.). Indicative information; for your case, contact DGCCRF.
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