Online Purchase Cooling-Off Period: 14 Days to Change Your Mind

Have you ordered a product online and wish to return it? French law protects you with a 14-day cooling-off period for distance purchases. But how is this period calculated? What are the exceptions? And how can you effectively exercise this right? This article explains everything step-by-step, based on the official texts of the Consumer Code and the latest case law.

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What is the 14-Day Cooling-Off Period?

The cooling-off period is a right granted to consumers to cancel a distance purchase (online, by phone, or by mail) without having to provide a reason or pay any penalties. This period is set at 14 calendar days, as specified in Article L222-7 of the Consumer Code.

Why Does This Period Exist?

This right aims to protect consumers against impulse purchases or products that do not meet their expectations. Unlike in-store purchases, where you can see and touch the product before buying, online purchases carry a degree of uncertainty. The cooling-off period helps mitigate this disadvantage.

Which Contracts Are Covered?

The 14-day period applies to:

• Purchases of goods (clothing, appliances, furniture, etc.);
• Service contracts (subscriptions, bookings, etc.);
• Contracts concluded at a distance (online, by phone, by mail).

However, some contracts are excluded (see the Exceptions section below).

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How to Calculate the 14-Day Period

Calculating the cooling-off period may seem complex, but it follows precise rules set out in the Consumer Code.

Start of the Period

The 14-day period begins:

1. On the day the contract is concluded (for services);
2. On the day the goods are received (for product purchases).

If the trader has not provided all mandatory information (such as the conditions for exercising the right of withdrawal), the period may be extended to 12 months after the end of the initial 14-day period. However, if the trader provides this information during this period, the cooling-off period expires 14 days after the date you received it (Article L222-7 of the Consumer Code).

Practical Example

• Purchase of clothing online on 1 June: the period begins on 2 June (the day the parcel is received) and expires on 15 June at midnight.
• Subscription to an online service on 10 June: the period begins on 10 June (the day the contract is concluded) and expires on 24 June at midnight.

Special Cases

• Public holidays and weekends: the period includes all calendar days, including weekends and public holidays. For example, if the period expires on a Sunday, you can exercise your right until midnight that day.
• Delivery in multiple parcels: if your order is delivered in several shipments, the period begins from the receipt of the last parcel.

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How to Exercise Your Right of Withdrawal

To cancel your purchase, you must inform the trader of your decision before the end of the 14-day period. Here’s how to proceed.

Steps to Follow

1. Check the general terms and conditions (GTC): some traders provide an online withdrawal form or a template to download.
2. Send a written notification: you can use a postal letter (registered with acknowledgement of receipt) or an email. Here is an example message:

"I hereby inform you of my decision to exercise my right of withdrawal for order no. [order number] placed on [date]. I request that you proceed with the full refund of the amounts paid."

3. Return the product: if you have received goods, you must return them within 14 days of notifying your withdrawal. Return shipping costs are generally your responsibility, unless the trader agrees to cover them or if the product is defective.

Evidence to Keep

• Acknowledgement of receipt of your letter or email;
• Proof of return of the parcel (tracking number, postal receipt);
• Screenshot of your request if made online.

Refund

The trader must refund all amounts paid, including initial delivery costs, within 14 days of receiving your request. However, they may delay the refund until the returned product is received or until you provide proof of shipment.

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Exceptions to the 14-Day Cooling-Off Period

Certain contracts do not benefit from the 14-day cooling-off period. Here are the main exceptions, as provided by the Consumer Code and other texts.

Purchases Excluded from the Right of Withdrawal

1. Customised or made-to-order goods: for example, furniture made to your specifications or clothing embroidered with your name.
2. Perishable products: foodstuffs, flowers, etc.
3. Digital content not supplied on a tangible medium: for example, music or software downloads, if you have started downloading or using it.
4. Services fully performed before the end of the cooling-off period: for example, a hotel booking for a night that has already taken place.
5. Purchases made at fairs or exhibitions: as specified in the Order of 2 December 2014, consumers do not benefit from a right of withdrawal for purchases made at these venues. The trader must display this information visibly (A3-sized panel, minimum font size).
6. Consumer credit agreements: although a cooling-off period exists for these contracts, it follows specific rules (see below).

Credit Agreements

For consumer credit agreements, the cooling-off period is also 14 calendar days (Article L312-51 of the Consumer Code). However, if the credit is linked to a purchase (e.g., a purchase financed by credit), withdrawal from the credit automatically cancels the purchase.

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What to Do in Case of a Dispute

If the trader refuses to respect your right of withdrawal or delays your refund, here are the steps to follow.

1. Contact Customer Service

Start by sending a written complaint (email or registered letter) to the trader’s customer service. Attach all evidence (order confirmation, proof of return, etc.).

2. Refer the Matter to a Mediator

If the dispute persists, you can refer the matter to a consumer mediator. This service is free and helps find an amicable solution. To find a mediator, visit mediation-conso.fr.

3. Report the Trader

You can report the trader to the DGCCRF (Directorate General for Competition, Consumer Affairs and Fraud Control) via the website signal.conso.gouv.fr.

4. Take Legal Action

As a last resort, you can bring the matter before the judicial court to assert your rights. This procedure is free if the amount in dispute is less than €10,000 (simplified procedure).

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Frequently Asked Questions

1. Does the cooling-off period apply to in-store purchases?

No, the 14-day cooling-off period applies only to distance purchases (online, by phone, or by mail). In-store purchases do not benefit from this right, unless the trader offers a more favourable return policy.

2. Can I withdraw if I have already used the product?

Yes, you can exercise your right of withdrawal even if you have used the product, provided you return it in good condition. However, if the product has been damaged or excessively used, the trader may deduct an amount from the refund to cover depreciation.

3. What should I do if the trader refuses to refund me?

If the trader refuses to refund you without valid reason, you can:

• Send them a formal notice by registered letter;
• Refer the matter to a consumer mediator;
• Report the trader to the DGCCRF;
• Take legal action.

4. Does the cooling-off period apply to sales between private individuals?

No, the cooling-off period applies only to purchases made from traders. Sales between private individuals (e.g., on Leboncoin or Vinted) are not covered by this right.

5. Can I withdraw from an online subscription?

Yes, the cooling-off period applies to online subscriptions (streaming, software, etc.), provided the service has not yet been fully performed. For example, if you subscribe to Netflix on 1 June, you can withdraw until 15 June, unless you have already started using the service.

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Conclusion

The 14-day cooling-off period is a fundamental right for consumers in France, allowing them to cancel an online purchase without justification. To make full use of this right, it is essential to:

• Know when the period starts (receipt of goods or conclusion of the contract);
• Exercise your right before the period expires;
• Keep all evidence (order confirmation, proof of return, etc.).

In case of a dispute, do not hesitate to assert your rights with the trader, a mediator, or the DGCCRF. Consumer law is there to protect you!