Everyday
In-store or online product returns
Check whether your case is a change of mind, online withdrawal or a product defect.
- For tax year 2026
- Rules last checked 25 October 2026
- Takes about 2 minutes
Which right may apply
The 14-day right of withdrawal may apply.
Which route applies?
A physical shop does not have to accept a return just because you changed your mind; its own return policy may offer one.
Eligible distance purchases generally have a 14-day withdrawal right. Defective goods are handled under the separate legal-guarantee rules.
For a change of mind, check where you bought the product and the seller's voluntary policy. The distance-purchase withdrawal right does not apply to ordinary in-store purchases.
For a defect or mismatch with the contract, ask the professional seller to restore conformity. The legal guarantee can apply to both online and in-store purchases.
Sources
- Consumer rights when shoppingEuropean Commission — Your Europe
Frequently asked questions
Can I return an in-store purchase because I changed my mind?
There is no general statutory change-of-mind return right. The retailer may offer one under its own policy.
Does online withdrawal cover a defective product?
You may be able to use the withdrawal right, but defect remedies are separate and can remain relevant after the 14-day period.
Who pays to return an online order?
Usually the consumer, if the seller gave the required information and did not agree to pay.