Consumer Rights Directive (2011/83/EU)
In force since 12 December 2011
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Quick Reference
The Consumer Rights Directive 2011/83/EU harmonises consumer protection rules across the EU for distance contracts (online, phone) and off-premises contracts (doorstep selling). It establishes a 14-day withdrawal period and comprehensive pre-contract information requirements.
Q: Do consumers have a right to cancel contracts made online? A: Yes. Consumers have a 14-day right of withdrawal from distance and off-premises contracts without giving any reason [Art 9].
Key rule (Art 9): The consumer shall have a period of 14 days to withdraw from a distance or an off-premises contract, without giving any reason, and without incurring any costs other than those provided for in Article 13(2) and Article 14.
Rule: Maximum harmonisation directive — Member States cannot provide less OR more protection in covered areas. 14 days is the standard across EU.
Applies to: Distance contracts (online, phone, mail order) and off-premises contracts in all EU Member States
Key rules:
- Pre-contract information must be clear and comprehensible [Art 6]
- 14-day withdrawal period (starts when goods received) [Art 9]
- Model withdrawal form must be provided [Art 11, Annex I]
- Refund within 14 days of withdrawal [Art 13]
- Digital content: consent required before losing withdrawal right [Art 16(m)]
| Question | Answer | Citation |
|---|---|---|
| How long to withdraw? | 14 days from delivery/contract | Art 9 |
| Must trader give withdrawal form? | Yes, model form in Annex I | Art 11 |
| When must refund be made? | Within 14 days of withdrawal | Art 13 |
| Digital content special rules? | Yes, consent to lose right | Art 16(m) |
| Is this maximum harmonisation? | Yes, Member States cannot deviate | Art 4 |
| Who enforces? | Member State authorities | Art 23 |
Regulation Map (All Chunks)
Definitions
Requirements
Enforcement
National Implementations
The Directive is implemented in each Member State:
| Country | Implementation |
|---|---|
| UK | Consumer Contracts Regulations 2013 (pre-Brexit) |
| Germany | BGB §§ 312-312k, 355-361 |
| France | Code de la consommation L221-1 to L221-28 |
| Spain | Real Decreto Legislativo 1/2007 |
Related
- UK Consumer Contracts Regulations 2013 — UK implementation
- EU e-Privacy Directive — Electronic communications
- Digital Services Act — Online platform rules