The right of withdrawal

Article 9 of Directive 2011/83/EU (the Consumer Rights Directive, or CRD) grants consumers a 14-day period in which they may withdraw from a distance or off-premises contract without giving any reason and without incurring any costs beyond those provided for in Articles 13(2) and 14.

The period starts on the day the consumer (or a third party they nominate) acquires physical possession of the goods.

A consumer who bought a garment from your webshop can return it within 14 days without explaining why. That is a right, not a favour.

You must inform the consumer clearly and in advance that this right exists — before they place the order. If you fail to do so, the withdrawal period is extended by up to 12 months.

The right of withdrawal itself is not lost by handling the goods. Under Article 14(2), the consumer may however be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods. Any such deduction must reflect the actual diminished value of the specific return and is assessed individually.

The full text of the Consumer Rights Directive is published by the European Union on EUR-Lex. The national law that applies to your specific case is the national transposition of this directive in the consumer's country of residence.