Right of withdrawal

Your right to withdrawal..


Returning unwanted goods


14 days to withdraw when purchasing goods

In the EU, for contracts concluded as of 13 June 2014, you have the right to withdraw from online purchase as well as from purchases made elsewhere than in shops (e.g. from a salesman on your doorstep; by phone or mail order) within 14 days.

This "cooling off" period expires 14 days after the day you received your goods. However, if this period expires on a non-working day, your deadline is extended till the next working day.

You can choose to withdraw from your order for any reason within this timeframe - even if you simply changed your mind.

To exercise your right of withdrawal, you must unequivocally inform the trader of your decision to withdraw from the purchase. You can do this, for example, by adding a written statement to the goods that you are returning by post, or by sending a fax or e-mail. It is not enough to just send the goods back. The trader must provide you with a withdrawal form , which you can use to inform him/her of your withdrawal but you don't have to use it.

The trader must give you a refund within 14 days from receipt of your withdrawal notification, but can delay refunding you if he/she has not received the goods back or evidence that you have sent them back. This refund must include any shipping charges you paid when you made your purchase. However, the trader may charge you additional delivery costs if you specifically requested non-standard (express) delivery. You will have to pay the costs of returning the goods to the trader.

For bulky goods (such as large conveyor equipment), the trader must give you at least an estimation of the cost of returning the goods. You must send the goods back within 14 days of informing the trader that you wanted to withdraw.

Check that the trader informed you that you would have to bear the cost of sending the goods back during the cooling-off period. If not, he/she must also bear that cost. Bulky goods bought from a door-to-door salesman and delivered to you immediately must, however, be collected by the trader at his own expense.


Please note that you may not use goods that you have received before deciding to withdraw from the purchase. The right to withdraw exists to allow you to examine the product in the same way as you would in a shop, not to give you 14 days free use.






Certain products excluded

The 14-day "cooling off" period does not apply, among others, to:

    ▪    plane and train tickets as well as concert tickets and hotel bookings for specific dates

    ▪    food and drink delivered to you by regular delivery (such as delivery by a milkman).

    ▪    goods made to order or clearly personalised (e.g, drums,rollers and endless conveyors and belts.) 

    ▪    sealed data carriers, such as DVDs, which you have unsealed upon receipt.

  • anything made for the customers and not standard on the sales site .


i hope this helps if you need more info please contact the team