When Does the 14-Day Withdrawal Period Start?

The start date of the 14-day withdrawal period is one of the most common questions online sellers ask, because it decides exactly when a customer’s cancellation right runs out. The Consumer Rights Directive 2011/83/EU sets the rule, and it depends on what the customer bought.

Goods: the clock starts on delivery

For physical goods, the 14 days run from the day the consumer, or a third party they nominated (but not the carrier), takes physical possession of the goods. In practice this is the delivery date, not the order date or the dispatch date. If an order is delivered in several separate parcels, the period usually starts when the last item arrives.

Services and digital content: the clock starts on conclusion of the contract

For a service contract or a digital contract, there is no parcel to receive, so the 14 days run from the day the contract is concluded, that is, the moment the customer completes the purchase. Special rules can apply to digital content that is downloaded or streamed, where the consumer may agree to lose the withdrawal right once delivery begins, but the default starting point is contract conclusion.

What happens if you do not inform the customer

The Directive requires you to tell the consumer about the right of withdrawal before they buy. If you fail to give that information, the 14-day period does not start on the normal date. Instead it is extended by up to 12 months. As soon as you do provide the information within that year, the standard 14-day clock then begins. This is why a clear, published returns policy matters so much: it protects you from an accidental year-long cancellation right.

To notify you, the consumer can use the model withdrawal form (Annex I of the Directive) or any other clear statement. Once they have told you within the 14 days, they then have a further 14 days to send the goods back, and you must refund them within 14 days, including the standard delivery cost.

For a fuller walkthrough, see the complete withdrawal-button guide or read about the withdrawal button itself.

This article is educational and is not legal advice.