Question 1

How to exercise withdrawal rights for online purchases?

Accepted Answer

To exercise your withdrawal right, you must inform the seller of your decision to withdraw within 14 days through a clear statement (letter, email, online form). You can use the standard withdrawal form provided by the seller or write your own letter. The 14-day period starts from receipt of the last package for multi-item orders. You then have an additional 14 days to return the goods. The seller must refund you within 14 days of your notification.

Question 2

What purchases are excluded from withdrawal rights?

Accepted Answer

Certain purchases are excluded: custom-made or personalized goods, perishable goods, unsealed products that cannot be returned for hygiene reasons (cosmetics, underwear), unsealed audio/video recordings, newspapers and magazines (except subscriptions), contracts concluded at public auctions, accommodation, transport, catering or leisure services on a specific date, and digital content on non-physical media if execution has begun with consumer consent.

Question 3

Who pays return shipping costs for withdrawals?

Accepted Answer

In principle, return shipping costs are borne by the consumer, unless the seller agrees to cover them or failed to inform the consumer that these costs apply. The seller must refund all amounts paid, including initial delivery costs (at standard rate). If the consumer chose a more expensive delivery method than standard, the seller is not required to refund the additional costs. The refund must be made within 14 days.

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