Right to a cooling-off period (in distance sales)
In a distance sale (for example via the internet or by telephone), the consumer has a legal cooling‑off period of 7 working days. During this period, the consumer may cancel the agreement without giving a reason.
How the cooling-off period works
In a distance sale, the consumer cannot inspect the product in a store.
For this reason, the law grants a cooling‑off period.
- The cooling‑off period starts on the day the product is received, or on the day the service agreement is concluded;
- The consumer may cancel the agreement without giving a reason;
- The company may not charge cancellation fees, except the direct costs of returning the product;
- The company must refund the purchase amount within 30 days.
The company may not shorten the cooling‑off period. General terms and conditions may not limit or affect this legal right.
Extended cooling-off period
If the company does not provide all legally required information, the cooling‑off period is extended from 7 working days to 3 months. If the company later provides the missing information, a new cooling‑off period of 7 working days starts from that moment.
Unpacking and trying out the product
- The consumer may open the packaging and try out the product, as in a physical store.
- The consumer may not use the product in a way that reduces its value.
- If the product is not returned in its original condition, including proper packaging, the company may deduct costs or refuse the return.
- If the product has sealed packaging, the company must inform the consumer in advance that opening the seal ends the cooling‑off period.
Starting a service during the legal cooling-off period
The company may start the service during the cooling‑off period only if the consumer has given consent.
- The consumer may still cancel during the cooling‑off period;
- The company may deduct the value of services already provided;
- If the service starts without consent, the company must refund all amounts paid.
Note:
If the consumer requests fast execution of a service, the company must record in writing that the consumer waives the cooling‑off period.
Exceptions to the legal cooling-off period
The cooling-off period does not apply to:
- Products or services with prices linked to financial market fluctuations;
- Custom‑made or clearly personal products;
- Products that cannot be returned due to their nature (for example, fresh food);
- Products that deteriorate or expire quickly;
- Audio or video recordings and computer software if the seal is broken;
- Newspapers, journals, and magazines;
- Services performed with the consumer’s consent before the end of the cooling‑off period;
- Betting, gambling, and lottery services.
