EU Consumer Rights Directive
The pan-European framework that governs distance selling, returns, and refunds.
The right of withdrawal
EU consumers have 14 days to withdraw from a distance purchase, without giving any reason. Here is what that means in practice for a fashion webshop.
Consumer rights: the essentials for fashion webshops
A plain-language overview of the rights every EU consumer has when they buy clothing online, and the corresponding obligations that fall on the webshop.
Value reduction: when you may deduct from a refund
Article 14(2) of the CRD allows sellers to hold the consumer liable for any diminished value of the goods when handling goes beyond what is necessary to establish their nature, characteristics, and functioning.
Return conditions you may set
What a webshop can and cannot require of a consumer returning a garment under the CRD.
The refund process and timelines
Article 13 of the CRD sets a clear rule: refund within 14 days of the withdrawal notice, using the same means of payment, including the standard delivery cost.
Exceptions to the right of withdrawal
Article 16 of the CRD lists the categories of goods and services that are excluded from the 14-day withdrawal right. Most standard clothing is not excluded.
The duty to inform consumers
Article 6 of the CRD requires webshops to provide specific pre-contractual information in a clear and comprehensible manner. Missing or unclear information extends the withdrawal period.
