Information
Consumer Rights
This page gives a general, plain-English overview of consumer protections that typically apply to online purchases in the European Union. It is not individual legal advice. The specific mandatory protections that apply to you may depend on the applicable law and your country of residence.
Statutory consumer rights
Statutory rights are given to you by law and cannot be excluded or limited by a seller's terms. Our own policies are in addition to these rights.
Right of withdrawal
For most goods bought online, EU consumers can withdraw from the contract within 14 days of receiving the goods without giving a reason. Some exceptions exist, for example for goods made to the consumer's specifications or unsealed hygiene products. See Returns & Refunds for how to withdraw.
Defective or non-conforming goods
Goods must match their description and be fit for their normal purpose. If goods are defective or not as described, EU law provides a legal guarantee for at least two years from delivery; some countries provide longer periods.
Repair, replacement and refunds
If goods are non-conforming, you are generally first entitled to have them repaired or replaced free of charge. If that is impossible, disproportionate or not done within a reasonable time, you may be entitled to a price reduction or to end the contract and receive a refund.
Complaints
If you have a problem with an order, please contact us first — see our Complaints page. You may also contact a consumer advice organisation or the competent authority in your country.