Withdrawal, returns and refunds
PROVISIONAL VERSION — LEGAL REVIEW REQUIRED · 2026-10-14.2
This version is published provisionally. A qualified French legal review and completion of the outstanding information and operating arrangements are still required before sales open.
Change of mind
For eligible distance sales of goods to a consumer, the withdrawal period is generally fourteen days from receipt, without giving a reason. The consumer sends a clear statement to the seller or uses the provided form. Simply returning the parcel does not replace notification. Rules for split deliveries must be described.
Return and refund
Following notification, goods are returned within the statutory fourteen-day period. Direct return costs may be charged to the consumer only if disclosed; their treatment must be fixed before sale. Refunds include standard delivery charges and are due within fourteen days of notification; for goods, the seller may withhold reimbursement until receipt or proof of dispatch, whichever occurs first. A different refund method requires express agreement and must not incur charges.
Condition and exceptions
Withdrawal is not subject to a general requirement that goods remain unopened or packaging intact. Diminished value may be assessed for handling beyond what is necessary to inspect the goods. Exceptions, such as certain genuinely personalised items or sealed hygiene goods after unsealing, must strictly meet legal requirements and be disclosed before sale. Do not exclude accessories, sale items or fashion as a whole.
Online function and form
Online withdrawal must be implemented before launch under Article L221-21 applicable from 19 June 2026. It is not operational here: no dummy button claims to send a withdrawal. Easy, direct and permanent access during the applicable period, confirmation and a durable acknowledgement are required as prescribed by the applicable rules. Model to complete for each seller: To [seller’s name, geographical address and email address]: I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*): Ordered on (*)/received on (*): Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is notified on paper): Date: (*) Delete as appropriate.
Defects or non-conformity
Defective goods fall under statutory warranties, not a commercial returns condition. Return costs associated with bringing goods into conformity must not automatically be treated as change-of-mind returns. Each seller’s address and handling process remain to be validated.