Under the EU and UK’s distance selling laws, buyers have the right to return certain products for any reason by contacting the seller within 14 days. This 14-day period will start the moment a customer receives a product, rather than at the time he or she purchases it. Within that time frame, buyers can change their minds and return products without providing a reason. Sellers must clearly inform buyers that they have 14 days to contact them about returning an item. If not clearly stated, this returns period will automatically extend to one year.

This rule does not apply to custom-made products, digital items, certain perishable goods, or goods that can’t be reused for health or hygiene reasons and are unsealed after delivery.

For custom-made products, digital items, certain perishable goods, or goods which can’t be reused for health or hygiene reasons and are unsealed after delivery, sellers must clearly warn buyers that they won’t be able to return these types of items. If not clearly stated, then buyers can return those items. If you sell items that are exempt from the right of withdrawal, you can specify which types of items may not be returned by selecting the appropriate options from the dropdown menus in your shop policies.

For extrajudicial settlements of consumer disputes, the European Union has launched an online platform ("ODR platform"):