The refund process and timelines

Article 13(1): the seller shall reimburse all payments received from the consumer, including the costs of delivery, without undue delay and in any event not later than 14 days from the day on which they are informed of the withdrawal.

Article 13(2): the seller shall carry out the reimbursement using the same means of payment as the consumer used, unless the consumer has expressly agreed otherwise.

Article 13(3): unless the seller has offered to collect the goods, they may withhold the reimbursement until they have received the goods back, or the consumer has supplied evidence of having sent them back — whichever is earlier.

Two clocks start when the consumer notifies the withdrawal: the 14-day return-shipping clock for the consumer, and the 14-day refund clock for you.

You may lawfully hold the refund until the goods arrive or proof of shipment is provided. Use that window to assess the return properly — hurried refunds turn into disputes later.