After order

Returns and refunds after an online purchase

A voluntary return, a defective product and a damaged delivery do not follow exactly the same logic. Identifying the situation before writing to the seller makes the request clearer.

Reading 9 min · Updated on 26 October 2026

Quick response

Essential in a minute

Keep confirmation, invoice, photos and exchanges. Inform the seller in writing, stating whether it is a retraction, a non-compliant product or a damaged package. Follow his return instructions, keep proof of shipment and check the refund on the original payment method.

Open pack prepared for a return with folded clothing, blank label and telephone — Photographing, packing and keeping the sending proof simplifies the tracking of the file.AI-generated illustration.

1. Distinguish change of opinion and defect

The withdrawal concerns a change of opinion within the framework provided for distance purchases; certain categories are subject to exceptions. A product received broken, incomplete or different from the description is rather a matter of compliance. A package visibly damaged must be documented upon receipt.

Date of order and receipt noted.
Product, quantity and reference compared to the summary.
Failure or damage photographed before use.

2. Send a specific request to the seller

Use the prescribed form or an e-mail to keep a copy. Indicate the order number, date, product and solution requested. For a withdrawal, a clear statement is sufficient: you do not have to invent a reason. Check the exceptions and return fees applicable to your purchase.

Message dated and copy retained.
Order number and explicit request.
Return address confirmed prior to shipment.

3. Prepare a traceable return

Replace the included items without unnecessarily damaging the packaging. Photograph the contents and the label, then choose a shipment to prove the deposit and, if the value justifies it, the delivery. Do not send the package to an address randomly found in the legal notices.

Accessories and included elements combined.
Photos taken before the package was closed.
Proof of deposit and tracking number retained.

4. Follow the refund and restart

Keep tracking, proof of receipt and record of the payment method. If the announced time limit is exceeded, restart the customer service with a short timeline and the main documents. If the dispute persists, public sources indicate the appropriate channels of reporting and mediation.

Date of receipt of the registered return.
Amount and means of reimbursement verified.
Timeline ready in case of recovery or reporting.

5. Count the days and check the exceptions

In the EU, the 14-day withdrawal period generally starts on delivery for goods and on conclusion of the contract for eligible services. Exceptions include hotel bookings for specific dates, clearly personalised goods and perishable products. Check whether the seller is a trader: purchases from private individuals do not carry this withdrawal right. These rules concern a change of mind; non-conformity requires a separate assessment.

Delivery or contract date identified.
Type of product or service checked.
Seller identified as a trader or private individual.

Documented insight

Understand returns after an online purchase in the EU

Identify return reason and the seller who received payment, especially on marketplaces. Use the appropriate procedure and request the return address through the official channel; do not assume the original package address is correct.

Before dispatch, record condition, contents and tracking. For connected devices, follow manufacturer steps to remove accounts and personal data. A shipping label does not replace the required notification; keep each record separately.

Fictional case — clothing

A buyer receives clothing from an EU trader, decides to withdraw, notifies the seller before the deadline and follows the return instructions.

Primary source : Your Europe — Returns and withdrawal rights

Compare

What situation do you describe?

Situation	First reflex	Useful evidence
Change of opinion	Declare withdrawal within the applicable time limit	Confirmation and declaration
Non-compliant product	Contact the seller and describe the deviation	Photos, product sheet, invoice
Damaged packages	Document at reception and promptly notify	Pictures of the package, label, product
Package not received	Check the follow-up and ask the seller	Confirmation, announced deadline, exchanges
Hotel booking for specific dates	Read the cancellation clause rather than assuming a withdrawal period	Booking conditions and confirmation
Purchase from a private individual	Check the seller’s status and the agreed terms	Seller profile and offer saved

Before you continue

Final checklist : Prepare a return

Check the points you actually checked. Checks stay in this page during the visit; they are not sent to the server. A checked point does not constitute a validation of the merchant.

Qualify the problem before choosing the approach.
Notify the seller by a written date.
Photograph the product, package and label if necessary.
Keep proof of deposit until full refund.

Guide: Prepare a return · Révision éditoriale : 26 October 2026.

Frequently Asked Questions

Useful answers

Do we always have 14 days to retract?

The time limit for 14 days applies to many distance purchases from a professional, but there are exceptions. Check the nature of the good or service and the official information up-to-date.

Who pays the return fee?

This depends on the reason and the contractual information. For withdrawal, the costs may remain at the expense of the consumer if he has been informed; a non-compliant product follows another approach.

What to keep until repayment?

Summary, invoice, written request, photos, proof of deposit, tracking and all exchanges with the seller.

When does the 14-day period start?

For eligible goods bought remotely from an EU trader, it generally starts on delivery; for eligible services, on conclusion of the contract. Check the exceptions and applicable national rules.

To check

Reference sources and documentation

This guidance draws on French and European sources. For a cross-border purchase, check the seller’s country, your country of residence and the type of contract. The language of this page does not determine the rules that apply. Consumer rights in the EU — Your Europe.

The editorial update date does not guarantee a new verification of each source. See the references for an individual situation or regulatory evolution.

Economy.gouv.fr — Right of remote withdrawalRules and new rules applicable since the 19 June 2026.
Public service — Delivery of a distance purchaseDelivery, non-compliant product, cancellation and refund.
SignalConso — Problem when buying onlineInformation and reporting of a consumer problem.
Your Europe — Consumer rights in the EUScope of consumer rights for purchases in the European Union.
European Union — Returns and withdrawal rightsOfficial source consulted on 23 October 2026: starting date, return costs, exceptions and private sales.