Your Consumer Rights in the European Union
As an EU consumer, you are protected by strong laws when shopping online. Understand your rights and how we protect them.
Right to Withdraw
14 days to change your mind and return products for any reason
Consumer Rights Directive 2011/83/EULegal Guarantee
Minimum 2-year guarantee against defects in EU countries
Consumer Sales and Guarantees Directive 1999/44/ECTransparent Pricing
Clear information about total costs before purchase
Unfair Commercial Practices Directive 2005/29/ECDetailed Consumer Rights
Learn about your specific rights under EU consumer protection laws
14-Day Withdrawal Right
Under EU law, you have the right to withdraw from a distance contract without giving any reason within 14 days.
The withdrawal period expires 14 days after the day on which you acquire physical possession of the goods.
To exercise the right of withdrawal, you must inform us of your decision to withdraw by an unequivocal statement (e.g., via the returns portal or email).
This right does not apply to:
- Customized or personalized products
- Sealed goods not suitable for return for health protection or hygiene reasons
- Goods that are inseparably mixed after delivery
Maria from Spain ordered a dress on June 1st. She received it on June 5th. She has until June 19th to decide if she wants to return it. She returns it on June 15th and receives a full refund within 14 days of us receiving the returned item.
Legal Guarantee for Defects
EU law requires sellers to guarantee that products are in conformity with the contract for a minimum period of two years from delivery.
If an item is defective when delivered, or if it breaks within two years because of a manufacturing defect, you have the right to:
- Repair or replacement free of charge
- A price reduction
- Termination of the contract (full refund)
You must notify the seller within two months of discovering the defect. The seller is always liable for defects that appear within six months of delivery.
Thomas from Germany bought a smartwatch that stopped working after 8 months. He contacted us and provided proof of purchase. We offered a free repair, but when that wasn’t possible, we sent a replacement product.
Clear Information Rights
Before you make a purchase, EU law gives you the right to receive clear information about:
- Main characteristics of the product
- Total price including taxes and additional charges
- Delivery arrangements and costs
- Seller’s identity and contact details
- Withdrawal rights and procedures
- Complaint handling policy
We provide all this information clearly on our product pages, at checkout, and in our terms and conditions.
EU law bans misleading actions such as:
- Hidden costs or pre-ticked boxes for additional payments
- False claims about product benefits
- Fake customer reviews
Sophie from France saw a jacket priced at €49.99. At checkout, she saw the total price included €5.99 shipping and €1.99 eco-tax. She could clearly see the breakdown before finalizing her purchase.
How to Exercise Your Rights
Simple steps to claim your consumer rights under EU law
Identify Your Right
Determine which consumer right applies to your situation (return, repair, refund, etc.)
Gather Evidence
Prepare your order details, proof of purchase, and any relevant documentation
Contact Us
Reach out through our contact form, email, or customer service hotline
Follow the Process
We’ll guide you through the specific procedure for your request
Frequently Asked Questions
Common questions about consumer rights in the EU
Under EU law, you only bear the direct cost of returning the goods. We offer a free return label for EU customers as part of our service commitment. For non-EU customers, standard return shipping fees may apply.
According to EU regulations, the seller must refund you within 14 days of receiving the returned goods or receiving evidence that you have returned the goods. We typically process refunds within 5-7 business days.
Under the EU legal guarantee, during the first six months after purchase, it’s presumed that a defect existed at the time of delivery. After six months, you need to prove the defect existed at delivery. We still honor warranty claims throughout the 2-year period as long as the defect meets the criteria.
For digital content, your right to withdraw ends once the download or streaming starts, if you have consented to this and acknowledged that you will lose your right of withdrawal. We always clearly inform you before you finalize digital purchases.
If we can’t resolve your complaint, you can contact the European Consumer Centre in your country. EU consumers can also use the Online Dispute Resolution (ODR) platform for online purchases.