Refund and consumer rights: European Union

Key points

• 14-day right of withdrawal. For most purchases made online, by phone or away from business premises, you can withdraw within 14 days without giving a reason. If the seller didn't tell you about this right, the period can be extended by up to 12 months.
• Refunds after withdrawal. The seller must refund you within 14 days of being told you are withdrawing. It may wait until it receives the goods back or proof that you sent them.
• Legal guarantee. Sellers are responsible for faults present when goods are delivered and that appear within at least two years. You can ask for repair or replacement first, then a price reduction or a refund.
• Package travel. If a package holiday is cancelled by the organiser, you are entitled to a full refund.
• Flights. EU Regulation 261/2004 covers delays, cancellations and denied boarding.
• National rules can give you more protection than these EU minimums.

Where to get help

1. Complain to the trader in writing.
2. For a cross-border problem within the EU, Iceland or Norway, contact the European Consumer Centre in your country.
3. Use a national consumer authority or certified alternative dispute resolution body.