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Legal information · Draft

Returns & withdrawal

EU consumers generally have a 14-day right to withdraw from a distance purchase, subject to statutory exceptions.

Launch blocker: This is a structured placeholder, not final legal advice. Replace all bracketed information and obtain review from qualified counsel for the seller’s country, product classification and markets before accepting orders.

Withdrawal period

For eligible goods, the draft policy allows consumers to notify the seller within 14 days after delivery without giving a reason. A model withdrawal form and the final return address must be supplied before launch.

Sealed and hygiene-sensitive goods

The statutory exception for sealed goods that are not suitable for return for health-protection or hygiene reasons may apply after unsealing, but its use depends on the product, packaging and national law. Do not rely on this exception until counsel confirms it.

Return costs and refunds

The customer pays direct return costs if informed before purchase. Eligible payments, including standard outbound delivery, are refunded within 14 days of withdrawal notice; reimbursement may be withheld until the goods or proof of return is received, where the law allows.

Faulty or non-conforming goods

Mandatory legal-guarantee remedies apply independently of the withdrawal right. Customers should not be charged return costs for products that are faulty, damaged or not as described.

Draft date: 25 July 2026