The 14-day withdrawal right in France: deadlines, exceptions and letter template

Quick answer

For any purchase made at a distance (internet, phone) or through an off-premises sale (doorstep selling), you have 14 days to change your mind, no reason required (art. L221-18 of the French Consumer Code). The period runs from receipt of the goods (or conclusion of the contract for a service). Notify your decision using the seller's standard withdrawal form or a withdrawal letter sent by registered mail with proof of receipt, return the goods within 14 days, and the seller must refund you within 14 days, standard delivery costs included. Mind the exceptions of article L221-28.

1. When the withdrawal right applies

The right applies to contracts concluded at a distance (e-commerce site, phone, mail order) and off-premises (doorstep sales, stands, street solicitation) between a consumer and a professional.

The 14-day period runs:

• for goods: from their receipt (by you or a third party you designated);
• for an order delivered in several lots: from the last lot;
• for a service or digital content: from the conclusion of the contract.

If the seller failed to inform you of this right, the period is extended by 12 months (art. L221-20).

2. The exceptions to know (art. L221-28)

No withdrawal, notably, for:

• Goods made to measure or clearly personalised
• Perishable or quickly degrading goods
• Goods unsealed after delivery that cannot be returned for hygiene or health reasons
• Digital content whose performance began with your express consent and waiver of the right
• Services fully performed before the end of the period, with your express consent
• Accommodation, transport, catering and leisure for a specific date or period
• Newspapers and periodicals (except subscriptions), and audio/video recordings or software unsealed by you

When in doubt, re-read the terms of sale: the professional must clearly state whether the right applies and how to exercise it.

3. How to notify your withdrawal

Two equivalent means:

• The standard withdrawal form the seller must supply with the contract (paper or online);
• Any unambiguous statement expressing your wish to withdraw — that is the registered letter with proof of receipt, which additionally gives you proof of the date of dispatch. Decisive, because what counts is sending the notice before the 14 days expire.

If the seller offers an online form, it must send you an acknowledgement of receipt without delay; keep it.

4. Withdrawal letter template

Subject: Withdrawal — order no. [X] of [date]

Dear Sir or Madam,

In accordance with article L221-18 of the French Consumer Code, I hereby notify you of my withdrawal from the contract for [goods or service], ordered on [date] and received on [date].

Please refund all sums paid, including delivery costs, within the statutory 14-day period, using the payment method of the original order.

[For goods] The product will be returned to you within 14 days of this notification.

Yours faithfully,

[Date — Signature]

Need to send this letter with solid proof? MaisonMail can print and dispatch your withdrawal through an available registered service. Origin market, delivery times, tracking and the proof-of-receipt slip are confirmed before payment.

5. Returning the goods and the refund

• You return the goods within 14 days of your notification; return costs are yours unless the seller covers them or failed to inform you about them.
• The seller refunds everything, including the initial standard delivery, within 14 days of being informed — it may defer until it recovers the goods or receives proof of shipment.
• Beyond that, the sums due are surcharged by operation of law (statutory rate, then increasing surcharges).
• A deduction for depreciation may apply if handling went beyond an in-store trial.

6. If the seller refuses or goes silent

1. A written reminder restating the notification and the statutory refund deadline.
2. A formal notice by registered mail with proof of receipt, enclosing copies of the withdrawal and the original receipt slip.
3. SignalConso / DGCCRF, a consumer association, then the court (simplified procedure for small claims).

7. Common mistakes

• Invoking the 14 days for an in-store purchase — the right only exists at a distance and off-premises.
• Counting the period from the order date instead of receipt of the goods.
• Withdrawing by phone with nothing in writing: no proof of the date.
• Delaying the return of the goods after notification.
• Overlooking the exceptions (made-to-measure, unsealed hygiene items, started digital content) and fighting a lost battle.

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In short: 14 days to change your mind after a distance purchase, no justification needed — the clock starts at receipt of the goods. Notify via the form or a letter by registered mail with proof of receipt, return within 14 days, and demand a full refund within 14 days. If things stall, a formal notice followed by SignalConso usually brings reluctant sellers around.