Returning an Online Purchase from Another EU Country

Understand the cooling-off period

A lower purchase price is only part of a cross-border buying decision. For many online purchases from professional traders covered by EU consumer rules, consumers have a 14-day withdrawal period, generally running from delivery for goods. Exceptions apply, including certain personalised and perishable goods. Purchases from private individuals are not covered by this withdrawal right.

Check who pays for return delivery

When using the cooling-off right, consumers generally bear return-postage costs unless the trader agrees to pay or failed to provide the required information about those costs. Returning a defective item is a different situation, so do not treat every return as a simple change of mind. See the official Your Europe guidance linked below for the applicable details and exceptions.

Read the practical instructions before ordering

Identify the return address, notification method and any collection arrangements. Returning a small accessory is very different from returning a large appliance across borders. Keep the order confirmation, the product description and your correspondence with the seller.

Consider returns alongside price

When comparing offers on BuyScout, consider return arrangements alongside price and delivery. A modest saving may be less attractive if an unsuitable item would be expensive or inconvenient to send back. Check the terms of the particular seller rather than assuming the marketplace handles every return in the same way.

Sources

• Your Europe: returns, withdrawal periods and return costs