Consumer rights

In door-to-door selling, the consumer is entitled to withdraw from the contract by notifying the business within 14 days of receiving the door-to-door selling document. If the delivery or first shipment of goods takes place after the receipt of the document, the 14 days are counted from taking delivery. The transaction may also be withdrawn from by returning the delivered goods to the business within the 14 day period.

The consumer doesn't need to provide a reason for withdrawal. Right of withdrawal may only be exercised on the condition that the consumer has not started to use the product and has kept it in good condition. The customer does, however, have the right to open the packaging and examine the goods.

Refund of the sales price

The business must refund the price of the good - if paid - without delay upon receiving the notification of withdrawal. If the refund is not made within 30 days of receiving the notification of withdrawal, the consumer is entitled to overdue interest. If the customer has returned the goods to the business, the business must also refund the costs of the return.

The customer does not have an obligation to arrange delivery of the returned goods to the business. The business must retrieve the goods themselves, except in cases where the terms of sale specify that returns are made by post. If the business has not retrieved the goods within two months of delivery, the customer is entitled to keep them without consideration.

The customer does not need to return the goods until the business has refunded the sales price.

Instructions on withdrawing from door-to-door sales transactions

• The withdrawal notice should be given by phone or in writing. Making a note of the date of the telephone conversation and the name of the person on the line receiving the notification of withdrawal is recommended. In the case of a written notification, it's recommended that a copy of the letter is kept for future reference. Returning the good also constitutes withdrawal as long as it is made within 14 days of delivery. The door-to-door selling document must include a withdrawal notification form for the customer to complete and send to the business.
• In the letter or withdrawal notification from the door-to-door selling document the customer notifies the business that the transaction is cancelled and advises them where the goods can be retrieved from.
• If the customer has made payment for the goods or part thereof, the bank account number for the refund should be included in the letter. The customer may also request refund by mail. The notification of withdrawal is dated and signed.
• If the customer needs help in making the telephone call or sending the letter to withdraw from the transaction, he should express his desire to withdraw from the transaction to family or friends without delay. The right of withdrawal is provided by law.
• A customer can make a claim based on a defective product when the defect is observed. The 14 day withdrawal period does not apply to this right, as defects may sometimes surface after a longer time.
• The right of withdrawal does not apply to transactions whose value is less than 15 euros.
• Consumer advisor can also help with issues related to door-to-door selling. The advisors provide assistance with all consumer matters.