In distance selling, such as online shops, telephone and postal selling, the salesperson has to give the customer written instructions on how to proceed in the event of cancellation.
If you want to cancel a purchase bought by distance selling and have the right to do so, cancel the sale in accordance with the instructions given by the salesperson. You do not have to give a reason for cancellation.
If there are no instructions, you can cancel by telephone or email for example. If it is a question of the sale of goods, return of the goods or not collecting a package is regarded as a cancellation. The goods must be returned to the seller within a reasonable time of the cancellation notice being given.
The company is responsible for the costs incurred in returning goods sold by distance selling if the goods can be returned in a normal manner by post. If returning the goods incurs costs, the company should refund any delivery and return costs in addition to the costs of the goods being returned.
If returning the goods requires special transport, because of the weight or size of the goods for example, the company can demand that the consumer pay the dispatch costs. The company must make this clear in its terms and conditions.
Distance selling companies must draw up instructions for consumers on packaging of the goods to be returned.
If the product is packaged for return in accordance with instructions and the transport company damages the goods, the company cannot demand compensation from the customer. If the instructions have clearly not been followed, the person who ordered the product may be liable for any possible damage.