Distance shopping – consumer rights
Shopping online, by phone, or via mail order gives consumers special protections across the EU, Norway, and Iceland.
Delivery & Contract Execution
30-Day Default Rule: Unless agreed otherwise, the trader must deliver goods without undue delay and within 30 days of purchase.
Delayed Delivery: If the trader misses the deadline, you must request delivery within an additional reasonable timeframe (e.g., 14 days). If they fail to deliver within this extended period, you can cancel the order and receive a full refund.
Mandatory Information & Confirmation Before contract conclusion, traders must explicitly provide essential details, including total price, delivery fees, payment methods, complaint procedures, and withdrawal rules.
Durable Medium: Confirmation of the contract and all mandatory information must be sent on a durable medium (such as paper or email) upon or before delivery.
Burden of Proof: The trader bears the legal burden of proving that all pre-contractual information was correctly provided.
14-Day Right of Withdrawal (Cooling-Off Period) You can cancel distance purchases within 14 days without giving any reason.
Start Date: 14 days run from the day you receive the goods (for sales) or from the contract date (for services).
Extension for Omission: If the trader fails to inform you about the right of withdrawal, the period extends to 12 months.
No Original Packaging Required: Stores cannot mandate returning items in their original protective packaging, provided the goods are returned safely (though using original packaging is recommended).
Testing Goods: You can inspect and test the goods as you would in a physical store. Excessive handling that diminishes item value makes you liable for the reduction in value.
Returns & Refunds
Returning Items: You must send back the goods within 14 days of issuing your withdrawal notice. You cover direct return postage costs only if clearly notified before purchase.
Full Refunds: Traders must reimburse all received payments, including initial standard delivery costs, within 14 days of withdrawal notice. Traders may withhold refunds until the item or proof of return is received.
Exceptions to the Right of Withdrawal The 14-day cancellation right does not apply to:
Customized or made-to-measure products (e.g., tailored suits, engraved items).
Perishable items or goods expiring rapidly (e.g., fresh food).
Sealed hygiene or health items unsealed after delivery.
Sealed audio, video, or software unsealed after delivery.
Digital content/downloads if performance started with your explicit consent and acknowledgment that you lose the right of withdrawal.
Fixed-date bookings (e.g., car rentals, concert tickets, hotel stays, catering).
Note: Passenger transport, package travel, and timeshares are governed by separate specific directives.
