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Duration: Withdrawal: usually 14 days; non-delivery and warranty: varying times depending on the notice and proposed solution
Cost: Free complaint and mediation; return costs may remain at the expense of the consumer in certain cases
Possible online
Who this guide is for
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- Consumers who have purchased goods or services at a distance from a professional
- Buyers whose order is late, absent, damaged or non-compliant
- French or foreign residents: consumer rules do not depend on nationality, but cross-border remedies depend on the seller's country
To be prepared in advance
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- Confirmation of order, invoice, proof of payment and delivery date announced
- Captures of the offer, the identity of the seller, the GTC and the return policy
- Proof of problem: parcel tracking, delivery reservations, photos or videos
- Copy of each claim and proof of dispatch
Step-by-step procedure
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- 1Identify the appropriate remedy. For a simple change of opinion, check the 14-day withdrawal fee and its exceptions. For a defect, use the legal guarantee of compliance. For a fictitious or missing seller, follow the scam procedure.
- 2In case of delay, check the date or deadline. In the absence of an indication, the professional must in principle deliver no later than 30 days after the order. Send a formal notice to deliver within a reasonable period of time prior to the termination of the contract, unless there is an immediate resolution.
- 3For a withdrawal, send an explicit return before the end of the period and return the property within 14 days. Direct return costs may remain at your expense if you have been informed.
- 4For a non-compliant product, contact the professional seller and request repair or replacement as part of the legal warranty; a price reduction or resolution is possible under legal conditions.
- 5If the dispute persists, use SignalConso, then the mediator indicated by the professional. For a seller established in another EU country, contact the European Consumer Centre France.
Common mistakes
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- Use the right of withdrawal while the problem is a non-delivery or a defect
- Return the package without notice of withdrawal or proof of dispatch
- Consolidate the market place with the legally responsible seller
- Do not save adverts and GTCs before they are modified
- Wait before contacting the bank when a payment seems fraudulent
Official sources
Section actions
Important remark
The rules differ according to the nature of the problem, the product, the professional status of the seller and his country of establishment. Purchases between individuals do not benefit from all the protections of the Consumer Code.
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