Withdrawing from an order and returning it
How to use the right of withdrawal from the order, what you receive and when you get your money back.
Where: Commerce › Your purchases › open the order › Withdrawal and return
As a consumer you can withdraw from the purchase without giving reasons from the moment you pay for the order, even before you receive it, and up to 14 days after delivery (or the longer period the shop states). The order shows the date until which you can do it.
- Open the order and press "Withdraw from contract here".
- Say which products you are returning. You can add a comment; you do not have to explain why.
- Press "Confirm withdrawal". We immediately email you an acknowledgment of receipt.
- Once it is accepted, the order shows the "Return instructions" and, if we give you one, the return label to download.
| State | What it means |
|---|---|
| Requested | We have received your withdrawal. |
| Accepted: return the products | Send them following the instructions. |
| Products received | We have them; the refund is on its way. |
| Refunded | The money has gone back through the same payment method. |
| Does not apply | The law excludes that product; you will see the reason. |
We refund what you paid, including standard delivery, within 14 days of the withdrawal at the latest; we may wait until we receive the products. Return shipping is at your expense unless we send you a label. You will see the refund and the credit note in the order.
Tip: Withdrawal is a consumer right. If you buy as a business, check the shop's terms of sale.