France’s 14-day right to cancel online purchases and its exceptions

Delivery and contracting start different clocks

For goods, count the withdrawal period from receipt, using receipt of the last item where one order arrives in separate deliveries. For a service contract, the period is tied to the date the contract was made. The European Commission explains that where the deadline falls on a non-working day, the period extends to the next working day. Source 1 Source 3

The online function records the withdrawal notice

The French business guidance says a covered site must provide an accessible withdrawal function throughout the withdrawal period. The consumer can confirm the request, and the trader must send an acknowledgement on a durable medium with the date and time. Other clear forms of notice are also described. Source 2 Source 1

Exceptions depend on the product and the agreement

Clearly personalized goods and certain date-specific bookings are excluded. Digital content that has started can be excluded when the required express consent and acknowledgement were obtained. A general sale discount by itself does not remove the right for an otherwise eligible product. Source 1 Source 3

Keep evidence through return and reimbursement

The trader generally has 14 days from notice to reimburse the consumer and may wait until receiving the goods or evidence of dispatch. The consumer generally has 14 days from notice to send goods back. Return costs can fall on the buyer if the seller provided the required information. Source 1 Source 2 Source 3

Sources

• French Service Public guidance on distance purchase withdrawal
• French Service Public requirements for online commerce
• European Commission guidance on consumer returns