Aren’t you satisfied with an online purchase? Make your withdrawal right within 14 days of receipt of your order to return the product and be fully reimbursed, as stipulated by the law!
Between the Black Friday, the Cyber Monday, the French Days, the sales, the flash sales, the good plans and the “exceptional” promotions offered throughout the year, the opportunities to buy online are not lacking. And even not to mention these incentives for compulsive purchase and overconsumption which are attracting more and more criticisms – from associations, consumers, environmentalists, but also of the government -, the sale of goods and services via the Internet has now entered customs, attracting an ever increasing number of users.
But if the question of the guarantee-and therefore of the after-sales service-is important as soon as we buy certain products, in particular high-tech devices, there is a point not to be overlooked when you make online purchases: the right of withdrawal. In fact, few people know it, but when the “remotely” buys it, whether by internet or by phone, you have the right to change your mind for 14 days and get reimbursed. Excellent protection for consumers, especially in the event of a little too impulsive purchase …
Right of withdrawal: What does the law say?
The right of withdrawal concerns almost all goods and services sold remotely, regardless of the technology used (Internet or telephone). Article L221-1 of the Consumer Code Defines as a distance contract “Any contract concluded between a professional and a consumer, within the framework of an organized sales or provision of remote services, without the simultaneous physical presence of the professional and the consumer, by the use exclusive to one or more remote communication techniques until the conclusion of the contract”. This perfectly corresponds to most purchases made on online or telephone platforms, even without canvassing.
Please note, as precise Article L221-28 of the Consumer Code. Certain products and services – dematerialized digital content, for example – do not give entitlement to withdrawal. But smartphones, computers, and more generally, all electronic products can benefit from it.
The seller is required to inform the customer about the right of withdrawal. Serious merchants do this, clearly specifying the conditions, deadline and terms of exercising this right in the order form or the invoice acting as a sales contract.
Note that the right of withdrawal is exercised under the same conditions during the sales and for all periods of promotions, including Black Friday.
What is the withdrawal period for an online purchase?
Article L221-18 of the Consumer Code stipulates that “the period of 14 days runs from the day of the conclusion of the contract, for contracts for the provision of services; and from the reception of the property by the consumer”. For contracts concerning the Regular delivery of goods – Subscription to magazines, for example -, the time short from receipt of the first property.
If you have placed an order including several products, the withdrawal period runs from receipt of the last property or lot received. Of course, you can also exercise this right just after order, before it is shipped.
Note that some online traders, especially the largest, offer much longer withdrawal times, up to 30 or even up to 60 days. This is, for example, the case of Amazon.fr and some of the merchants present on the market square of the American giant, who apply a fairly generous return policy. As it is clearly stipulated on the page linked to the right of withdrawal, “if, for any reason whatsoever, you are not satisfied with your purchases, you can return them to their original packaging, within 30 days of their reception”. So remember to consult the conditions specific to each merchant to see if you can benefit from a period higher than that imposed by law.
How to exercise your right of withdrawal?
The first thing to do is to inform the seller of your decision. A type of withdrawal must be provided to you with the contract. You can use it to assert your right of withdrawal, but you can also write yourself on free paper a declaration unambiguously expressing your desire to retract. In some cases, this declaration can be made directly online, which considerably simplifies the procedure.
The form (or your declaration on free paper) must be sent to the seller before the end of the 14 -day period. Whether it is an error or a regret, you do not have to justify your decision.
You must then return the product to the seller at most 14 days after informing it of your withdrawal. Please note, the return costs are generally at your expense. But some big – and generous – traders take them at their charge, by sending you a prepaid shipping label that you only have to print and stick to the package. Royal!
How to be reimbursed after withdrawal?
After exercising your right to withdrawal, the seller must reimburse you all of the amount you have paid for this property, as well as associated delivery costs, “without unfairly delay, and at the latest within 14 days from the date on which he is informed of the consumer’s decision to withdraw”, stipulates article L221-24 of the consumer code.
In principle, the reimbursement is made by the same type of payment as that used during the purchase (transfer, bank card, etc.), unless you explicitly give your agreement for another means of payment does not cause additional costs for you.
If the seller is slow to reimburse you, the sums which are due to you are increased according to the number of days of delay: the legal interest rate if the reimbursement comes at the latest 10 days after the expiration of the deadlines:
- 5 % if the delay is between 11 and 20 days
- 10 % if the delay is between 21 and 30 days
- 20 % if the delay is between 31 and 60 days
- 50 % between 61 and 90 and 5 additional points per new month late until the product price, then the legal interest rate.
You know enough to do online shopping in all serenity, even, and above all, during periods of major promotions. For more information, do not hesitate to consult the official information sites such as Public service or the Portal of the economy, finance, action and public accounts