Guidelines for right of withdrawal

Unless the agreement is exempt from the right of withdrawal, the buyer can cancel the purchase of the item in accordance with the Consumer Rights Act. The buyer must notify the seller of the use of the right of withdrawal within 14 days from when the withdrawal period begins. The period includes all calendar days. If the period ends on a Saturday, public holiday, or festive day, the period is extended to the next business day. The withdrawal period is considered complied with if the notice is sent before the expiry of the period. The buyer bears the burden of proof that the right of withdrawal has been exercised, and therefore, the notification should be made in writing (via withdrawal form, email, or letter).

The withdrawal period begins as follows:

• For the purchase of individual items, the withdrawal period starts the day after the item(s) is received.

• If a subscription is purchased, or the agreement involves regular delivery of identical goods, the period starts the day after the first shipment is received.

• If the purchase consists of multiple deliveries, the withdrawal period starts the day after the final delivery is received.

The withdrawal period is extended to 12 months after the original period expires if the seller did not inform the buyer about the right of withdrawal and the standardized withdrawal form before the agreement was concluded. The same applies if the seller fails to inform the buyer about the terms, deadlines, and procedures for exercising the right of withdrawal. If the business provides the required information within these 12 months, the withdrawal period still expires 14 days after the buyer received the information.

When exercising the right of withdrawal, the item must be returned to the seller without undue delay and no later than 14 days from when the notification of withdrawal was made. The buyer bears the direct costs of returning the item, unless otherwise agreed or the seller has failed to inform the buyer that they must cover the return costs. The seller may not charge a fee for the buyer's use of the right of withdrawal. The buyer may try or test the item in a reasonable way to determine its nature, characteristics, and function, without forfeiting the right of withdrawal. If the testing or trial goes beyond what is reasonable and necessary, the buyer may be liable for any reduced value of the item. The seller is obligated to refund the purchase price to the buyer without undue delay, and no later than 14 days from when the seller received notification of the buyer's decision to exercise the right of withdrawal. The seller has the right to withhold the payment until they have received the items from the buyer or until the buyer has provided documentation that the items have been returned.