Claims and returns

Right of withdrawal: a 14-day cooling-off period

We understand, that under some circumstances, products might need to be returned to us for various reasons. Your rights in this are explained in detail in the Terms and conditions section of our website. 

If you buy a product or service online, by phone or from a seller at your doorstep (in legal terms a “distance contract” or “off-premises contract”) you have the right to withdraw. This means you can cancel the contract within 14 days without providing any justification (the "cooling-off period"). For goods this means 14 days from the date of delivery, for services 14 days after the day the contract was agreed. If the cooling-off period expires on a non-working day, your deadline is extended until the next working day.

Exceptions

The 14-day cooling-off period does not apply to:

• plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates
• perishable goods that expire rapidly, such as food or drinks with a short “use by” date
• goods made to order or clearly personalised – such as a tailor-made suit
• goods or services with fluctuating prices following global markets, such as household heating fuel
• fully delivered services, such as cleaning a terrace, if you expressly agreed to start immediately acknowledging you would lose the right of withdrawal
• sealed audio, video or computer software, such as DVDs, that you have unsealed
• online digital content, such as a song or movie, that you started downloading or streaming after you expressly agreed to lose your right of withdrawal by starting the performance
• urgent repairs and maintenance contracts, such as inviting a plumber to repair a leaking shower