# Right of withdrawal

URL: https://tnb-tech.com/en/glossary/right-of-withdrawal/

## What is the right of withdrawal?

The right of withdrawal lets a consumer return an online order within 14 days without giving a reason. The clock starts when the goods arrive, or when a service contract is concluded. The trader refunds what was paid, standard delivery included, within 14 days of being told. Some purchases fall outside it — made-to-order goods, perishables and unsealed hygiene items among them.

**Example**

A customer orders goods for €180 and picks express delivery at €18, where the cheapest standard option is €6. A week later they withdraw. The shop refunds €186 — the price of the goods plus the cheapest standard delivery the shop offers. The €12 paid for speed is not refunded. Return postage is the customer’s cost if that was stated before the order; if it was not, the trader pays it.

If the customer wore the shoes outside, the shop may deduct for the lost value. Trying on is allowed; using is not.

**Why it matters for a business**

The period is 14 days from delivery, and where one order arrives in several parcels, from the last of them. The trader refunds within 14 days of being notified and may wait for the goods or for proof that they were sent. If the buyer was never told about the right, the period extends by a further year. That is why the information and the model withdrawal form sit where a buyer can find them, not only inside the terms.

Not everything can be returned: made-to-order items, perishables, unsealed hygiene products, recordings with the seal broken, services booked for a fixed date. List the exceptions honestly; a hidden exception costs more than a returned order. Clear return terms take hesitation out of the checkout, and that shows in the conversion rate.

**What to ask**

- Where is the right of withdrawal explained, and can a buyer reach it from a product page?

- Is there a model form, and is a withdrawal by email accepted?

- Who pays return postage, and was that stated before the order?

- How and within what period is the money returned?

- Which items are excluded, and on what ground?

The withdrawal and returns flow belongs in the shop itself, which is part of online store development.

- Services: [Online store development](https://tnb-tech.com/en/services/online-store-development/)
- Glossary: https://tnb-tech.com/en/glossary/