STEAMRS - Right of withdrawal and returns

Article 6 - Right of withdrawal

For products:

1. The consumer may cancel an agreement relating to the purchase of a product during a cooling-off period of 14 days without giving any reasons. The business 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 begins on the day after the consumer, or a third party designated in advance by the consumer who is not the carrier, has received 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 them, has received the last product. The business may, provided it has clearly informed the consumer of this before the ordering process, refuse an order for several products with different delivery times.
• If the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by them, has received 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 them, has received the first product.

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

3. The consumer may cancel a service agreement and an agreement for the supply of digital content not supplied on a tangible medium within 14 days without giving any reasons. The business 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 begins on the day after the agreement is concluded.

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

5. If the business 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 established in accordance with the preceding paragraphs of this article.

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