Can I return an online purchase in the EU for a full refund?

Yes. Under the EU Consumer Rights Directive, you generally have a 14-day cooling-off period to cancel an online or off-premises purchase and get a full refund, including standard delivery costs. You may need to pay return shipping unless the seller stated otherwise.

How long is the warranty on goods bought in the EU?

EU law requires a minimum 2-year legal guarantee on all consumer goods. If a product is faulty, did not match the description, or is not fit for purpose, the seller must repair, replace, or refund it. The first year places the burden of proof on the seller.

What if a seller refuses to honour the warranty?

You can escalate through your national consumer protection authority, use the EU's Online Dispute Resolution platform, or pursue a claim through the European Small Claims Procedure for cross-border cases.

Consumer refund and warranty rights in the EU

Plain-language guide · reviewed for general accuracy · European Union

EU consumer law offers some of the strongest protections in the world. If you bought a faulty product, changed your mind about an online order, or are dealing with a seller who will not honour a warranty, here is how the rules generally work and what you can do.

1. The 14-day right of withdrawal

Under the EU Consumer Rights Directive (2011/83/EU), you have a 14-day cooling-off period for most goods and services bought online, by phone, or away from the seller's premises (for example, at your doorstep). You do not need to give a reason — you can simply change your mind. The seller must refund the full price including the standard delivery cost within 14 days of receiving the returned goods. You may need to cover the return postage unless the seller offered free returns or failed to inform you of this obligation. Some items are excluded: personalised goods, sealed audio or software that has been opened, and perishable items, among others.

2. The 2-year legal guarantee

EU law requires a minimum two-year legal guarantee on all consumer goods, governed by the Sale of Consumer Goods Directive (2019/771/EU). If a product is faulty, does not match the description, or is not fit for its intended purpose, the seller — not the manufacturer — must put it right. You can ask for a repair or replacement free of charge. If that is not possible or would cause disproportionate cost, you are entitled to a price reduction or a full refund. In the first year after delivery, the burden of proof is on the seller: they must show the defect was not present at the time of sale. Some member states extend the guarantee period further — for example, the Netherlands and Finland provide a guarantee that lasts for the expected lifetime of the product.

Tip: keep your receipt, order confirmation, or bank statement. In most EU countries, this is the simplest way to prove when and where you bought the item if a dispute arises.

3. Commercial warranties vs legal guarantees

A commercial warranty — the kind a manufacturer voluntarily offers — is separate from and does not replace your legal guarantee. Even if the manufacturer's warranty has expired, you still have rights under the two-year legal guarantee (or longer, depending on the national law). The commercial warranty cannot reduce your statutory rights.

4. What to do if the seller refuses

Start by contacting the seller in writing, explaining the fault, and stating your preferred remedy — repair, replacement, or refund. If the seller refuses, you can escalate through your national consumer protection body (part of the EU's Consumer Protection Cooperation network), use the EU's Online Dispute Resolution (ODR) platform, or — for cross-border disputes — file a claim through the European Small Claims Procedure. Keep a record of all communications.

Common questions

Can I return an online purchase just because I changed my mind?: Yes, within 14 days of receiving the goods, under the EU Consumer Rights Directive. You get a full refund including standard delivery. You may pay return shipping unless the seller offered free returns.
How long does my warranty last in the EU?: At least two years from delivery under the EU legal guarantee. Some EU countries provide even longer protection — the guarantee applies to faults that existed at the time of delivery.
What if the seller says the warranty only covers one year?: The commercial warranty is separate from your legal guarantee. Even if the commercial warranty has expired, you still have rights under the two-year (or longer) EU legal guarantee against the seller.

Not sure which rule applies to your situation? Tell the assistant what you bought and what went wrong for a plain-language starting point.

This guide is general information about EU consumer law and is not legal advice. Consumer rights are governed by both EU law and national law, and can change. For your specific situation, contact your national consumer centre (ECC-Net), the European Consumer Centre, or consult a licensed lawyer.