What happened
The customer notified you of the withdrawal after the 14-day statutory period had already ended.
Relevant legislation
Directive 2011/83/EU, Article 9. The statutory withdrawal period is 14 days from the day the consumer takes physical possession of the goods. Any longer window offered by the trader is a voluntary policy and must be applied consistently.
Factors to assess
- •When did the customer receive the goods (delivery confirmation)?
- •When did the customer notify you of the withdrawal?
- •Does your published policy voluntarily extend the window?
- •Are there exceptional circumstances (e.g. defective goods) that trigger a different regime?
Evidence to document
- ✓Delivery confirmation with date
- ✓The customer's withdrawal notification with timestamp
- ✓Your published return policy at the time of purchase
Suggested customer wording
“Thank you for your message. Under Article 9 of Directive 2011/83/EU, the statutory withdrawal period is 14 days from receipt of the goods. Your request falls outside this window and cannot be accepted as a statutory withdrawal. If you believe this is due to a defect or another issue with the item itself, please reply and we will look into it separately.”
Related official sources
Related Knowledge