- For many distance contracts, consumers have 14 days to withdraw, but there are exceptions.
- The right of withdrawal, liability for defective goods, and voluntary warranty are different matters.
- The seller should provide the required information before concluding the contract and properly confirm the order.
- The EU minimum does not eliminate the need to check the laws of the customer's country and cross-border rules.
How to prepare sales to consumers in other EU countries, distinguish between withdrawal and complaints, and check local requirements.
Status checked: November 2, 2026. We are not a law firm. This text is for informational and educational purposes and does not constitute individual legal advice. Before making a decision, check the regulations applicable to the location and type of business and consult the matter with a lawyer or other appropriate specialist.
Before the Store Accepts an Order
The customer should be able to determine who is selling the product, what the total price is, what additional costs apply, and the delivery conditions. Check the information visible in the offer, cart, and on the order confirmation screen. If you are directing sales to another country, consider language requirements and applicable law, not just the translation of the purchase button.
Provide information about the right of withdrawal and any exceptions in accordance with applicable regulations. The lack of required information may affect the period in which the customer can withdraw. Ensure that the order confirmation and contract content reach the customer in the required form.
Withdrawal: When the Period Begins
For many distance purchases in the EU, consumers have 14 days to withdraw without giving a reason. For goods, the period generally starts from receipt, and for services, from the conclusion of the contract. However, regulations provide for exceptions and specific rules for certain services, orders, and ways of concluding contracts.
Withdrawal from the contract is not a complaint about a defective product. After a successful withdrawal, check the deadline and method for refunding the payment, the rules regarding standard delivery costs, and the conditions under which one can wait for the receipt of the goods or proof of their return. Inform the customer in advance who bears the cost of return.
Defective Goods and Warranty
If the goods are not in accordance with the contract, the consumer may benefit from statutory protection. EU rules provide for at least a two-year liability period for goods, and national law may provide for more favorable solutions. The order and conditions of remedies, such as repair, replacement, price reduction, or withdrawal, depend on applicable regulations and circumstances.
A voluntary warranty from the manufacturer or seller is separate from statutory rights. The store's procedure should not automatically refer every customer to the guarantor or present the warranty as the only solution to the problem.
Example: A Polish Store Sends a Product to Germany
The store targets German consumers, and the customer wants to return the product after delivery. The seller checks the nature of the contract, the deadline, exceptions, information provided before the purchase, and applicable regulations. Then, they record the statement and organize the refund and possible return of the item.
Before entering the market, also check regulations regarding taxes, product safety, packaging, and payments, if they apply to your business. This guide does not resolve all these obligations. Keep contact information for the person responsible for complaints in the language in which the company serves the customer.
Checklist Before Launching Sales
Complete a purchase as a guest on your phone. Check the final price, delivery restrictions, confirmation, withdrawal information, and a separate complaint path. Prepare response templates and a system for recording dates.
If you are directing your business to several countries, check whether national regulations or the way you direct your offer require additional changes. Ensure accessibility and proper use of personal data and advertising technologies.
Practical Handling of Claims from Another Country
Assign a number, date, order, and customer country to each claim. Determine whether it concerns withdrawal without giving a reason, non-compliance of goods with the contract, delayed delivery, or warranty claims. Do not require the customer to use specialized terminology if the content of the message indicates what the problem is about.
Check what information about costs and procedures was provided before the purchase. In the case of withdrawal, determine whether it applies to the specific product and whether the deadline was met. For defects, check available remedies and their conditions. Do not treat a short voluntary return period of the store as an automatic end to statutory protection.
Prepare a response in the language of the market served and keep proof of its dispatch. In the case of a cross-border dispute, the consumer may seek assistance from the European Consumer Centres Network. The company should have a designated person to analyze the letter and respond to the specific issue.
Frequently Asked Questions
Does the 14-day period apply to every product and service?
No. The statutory right of withdrawal has exceptions and specific conditions. Check the specific contract and information provided to the customer.
Does the warranty replace rights against the seller?
No. A voluntary warranty must be distinguished from statutory liability for non-compliance of goods with the contract.
Related Guides
Sources
| Document | What it Contains |
|---|---|
| Your Europe: Distance Selling | Information before purchase and withdrawal. |
| Your Europe: Protection for Defective Goods | Statutory guarantees and seller obligations. |
| European Commission: Online Shopping | Consumer rights and seller obligations. |
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