STEAMRS - Right of withdrawal and returns

Article 6 – Right of Withdrawal

For products:

1. The consumer may withdraw from an agreement for the purchase of a product within a 14-day cooling-off period without giving any reason. The trader may ask the consumer for the reason for withdrawal, but may not require the consumer to state their reason(s).

2. The cooling-off period referred to in paragraph 1 starts on the day after the consumer, or a third party designated in advance by the consumer who is not the carrier, receives the product, or:

• If the consumer has ordered several products in the same order: the day on which the consumer, or a third party designated by the consumer, receives the last product. The trader may refuse an order for several products with different delivery times, provided the trader has clearly informed the consumer of this before the ordering process.
• If a product is delivered in several shipments or parts: the day on which the consumer, or a third party designated by the consumer, receives the last shipment or the last part;
• For agreements involving the regular delivery of products over a specified period: the day on which the consumer, or a third party designated by the consumer, receives the first product.

For services and digital content not supplied on a physical medium:

3. The consumer may withdraw from a service agreement and an agreement for the supply of digital content not supplied on a physical medium within 14 days without giving any reason. The trader may ask the consumer for the reason for withdrawal, but may not require the consumer to state their reason(s).

4. The cooling-off period referred to in paragraph 3 starts on the day after the agreement is concluded.

Extended cooling-off period for products, services and digital content not supplied on a physical medium if the consumer is not informed about the right of withdrawal:

5. If the trader has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the cooling-off period expires twelve months after the end of the original cooling-off period determined in accordance with the preceding paragraphs of this article.

6. If the trader provides the consumer with the information referred to in the preceding paragraph within twelve months of the start of the original cooling-off period, the cooling-off period expires 14 days after the day on which the consumer receives that information.