Returning goods bought online - your consumer rights in 2026

• 14 days to withdrawThe period runs from the day you (or a person you designated) receive the goods, not from the day of purchase. It is enough to send the shop a withdrawal statement before the deadline - using the shop’s form, by e-mail or in writing.
• Another 14 days to send the goods backAfter submitting the statement you have 14 days to return the goods. What counts is the date you post the parcel, not when it reaches the shop.
• Refund within 14 daysThe shop must refund all payments, including the cheapest delivery option it offered, within 14 days of receiving your statement. It may, however, withhold the refund until it receives the goods or proof of postage.
• Shops can offer moreMany shops voluntarily extend the return window to 30, 60 or even 100 days - that is their marketing decision. The statutory 14 days is a minimum that cannot be shortened.

The right of withdrawal does not cover every purchase. The most common exceptions are:

• custom-made or personalised products, e.g. engraved items or non-standard sizes,
• goods that spoil quickly or have a short use-by date,
• sealed products that cannot be returned after opening for hygiene reasons - cosmetics, underwear, in-ear headphones,
• unsealed audio and video recordings and computer software,
• digital content delivered immediately with your consent - e-books, licences, codes,
• tickets and bookings for a specific date, e.g. events, hotels or transport.

The shop refunds the price of the goods plus the delivery cost to you, but only up to the cheapest option it offered - if you chose a pricier courier, you will not recover the difference. The cost of sending the goods back is usually yours, as long as the shop informed you about it before purchase; free returns are a courtesy, not an obligation.

You may inspect and test the goods the way you would in a physical store. But if you start actually using them, the shop may reduce the refund for the loss in value - so keep tags, films and the complete packaging until you decide.

Withdrawing within 14 days applies to working goods that simply do not suit you. A complaint is something else: if a product is faulty or does not conform to the contract, the seller is liable for two years from delivery. You can then demand repair or replacement, and if that fails - a price reduction or a refund. You do not need a receipt to complain; any proof of purchase is enough, e.g. a bank transfer confirmation or an order e-mail.

Formally, the EU right of withdrawal binds businesses that direct their sales at EU consumers, but enforcing it against a seller based in China can be difficult in practice. That is why, on Asian platforms, the platform route works best: returns and disputes in the app - on AliExpress via "Open Dispute", on Temu via the central returns system. Deadlines and rules are shown with every order and are often more generous than the statutory minimum.

• Before sending the goods back, make sure the shop received your withdrawal statement - returning the parcel alone is not always enough.
• Photograph the goods before packing them - you will avoid disputes about their condition.
• Check whether the shop requires a returns form or a return number - missing ones can delay the refund.
• If you buy gifts well in advance, check the shop’s return policy - the statutory 14 days may pass before you hand the gift over.
• If the shop does not refund you on time, follow up in writing and cite consumer law. Municipal consumer ombudsmen help with disputes, and for purchases from other EU countries - the European Consumer Centre.