The core rights
- The right to clear, pre-contractual information about the product, the price, and the return conditions.
- The right to withdraw from the contract within 14 days without giving a reason.
- The right to a refund of all payments received, including the standard cost of the initial delivery, within 14 days of the withdrawal.
- The right to goods that conform to the contract, under the separate Sale of Goods Directive (EU) 2019/771.
What this means for your webshop
Your return policy is not just a marketing document. It is the legal instrument that informs the consumer about their rights. If it is unclear or missing, the consumer's rights become stronger, not weaker.
The clearer your policy, the more evidence you have to support a fair, professional assessment when a return comes back.
Official legal source
We summarise the law in plain language. Always confirm the current, authoritative text with the official publisher.
- Read the official legislation
Directive 2011/83/EU — Consumer Rights Directive
EUR-Lex
- Read the official legislation
Directive (EU) 2019/2161 — Modernisation Directive
EUR-Lex
- Read the official legislation
European Commission Guidance on the Consumer Rights Directive
European Commission
- Read the official legislation
EUR-Lex — Access to European Union law
EUR-Lex
CleverSeal is not a law firm and this article is not legal advice.
