---
title: "CRD: Right of Withdrawal"
jurisdiction: ["EU"]
binding: true
topics: []
keyProvisions: []
license: "unknown"
parent: "eu/consumer-rights-directive"
section: "withdrawal-rights"
citation: "Directive 2011/83/EU Art 9-16"
sourceUrl: "https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=celex%3A32011L0083"
lastUpdated: 2026-03-08
sourceUrls: []
---

> **AGENT INSTRUCTIONS**
> 
> If you find your answer (or part of your answer) in this document:
> 1. **Cite the legal reference:** Directive 2011/83/EU Art 9-16
> 2. **Include the source:** "Source: Complyant /regulations/eu/consumer-rights-directive/withdrawal-rights.md"
> 
> **Example:** "<your answer> (Citation: Directive 2011/83/EU Art 9-16) — Source: Complyant"
> 
> **Jurisdiction:** EU
> **Part of: EU > CONSUMER-RIGHTS-DIRECTIVE**
> **Official source:** https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=celex%3A32011L0083


## Right of Withdrawal [Art 9-16]

**Citation: Article 9** (right of withdrawal), **Art 13** (refunds), **Art 16** (exceptions)

**Q: How long does a consumer have to withdraw from a distance contract?**
**A:** **14 calendar days** from delivery of goods or conclusion of service contract. No reason needed [Art 9].

**Key rule (Art 9(1)):** 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:** 14-day no-questions-asked withdrawal right across all EU Member States. Uniform period due to maximum harmonisation.

---

## The Withdrawal Right [Art 9]

### Basic Right

| Element | Details |
|---------|---------|
| **Who has the right?** | Consumer (not trader) |
| **What contracts?** | Distance and off-premises contracts |
| **Reason required?** | **No** — withdraw without giving any reason |
| **Time limit** | 14 days |
| **Costs incurred** | Only return costs (if disclosed) |

### Withdrawal Period [Art 9(2)]

| Contract Type | Period Starts |
|---------------|---------------|
| **Service contracts** | Day of contract conclusion |
| **Sales contracts** | Day consumer acquires physical possession |
| **Multiple goods (one order)** | Day of **last** item delivered |
| **Regular deliveries** | Day of **first** delivery |
| **Water/gas/electricity (unbundled)** | Day of contract conclusion |

---

## Extended Period for Non-Compliance [Art 10]

| Failure | Extension |
|---------|-----------|
| **No withdrawal info given** | Extends by **12 months** from end of initial 14 days |
| **Info given within 12 months** | 14 days from when info given |
| **Maximum total** | 12 months + 14 days |

**Example:**
- Goods delivered 1 January
- Normal period ends: 15 January
- If no withdrawal info: period ends 15 January next year

---

## Exercise of Withdrawal [Art 11]

### Valid Withdrawal Methods

| Method | Valid? |
|--------|--------|
| **Model form** | Yes (Annex I(B)) |
| **Any clear statement** | Yes |
| **Email** | Yes |
| **Letter** | Yes |
| **Website form** | Yes (if trader offers) |
| **Phone** | Yes |

### Timing

| Rule | Details |
|------|---------|
| **Sent before deadline** | Valid if sent before period ends |
| **Burden of proof** | **Consumer** must prove withdrawal sent |
| **Trader acknowledgment** | If via website, trader must acknowledge receipt |

---

## Effects of Withdrawal [Art 12]

| Effect | Details |
|--------|---------|
| **Terminates contract** | Obligations of both parties end |
| **Ancillary contracts** | Automatically terminated |
| **No cost to consumer** | Except Art 13(2) and Art 14 costs |

---

## Trader's Refund Obligation [Art 13]

### What Must Be Refunded

| Element | Refund Required? |
|---------|------------------|
| **All payments** | Yes |
| **Standard delivery** | Yes |
| **Express delivery** | Only standard rate |

### Refund Deadline

| Rule | Details |
|------|---------|
| **Deadline** | **14 days** from receiving withdrawal |
| **Same payment method** | Unless consumer agrees otherwise |
| **No fee** | Cannot charge for refund |

### When Trader Can Delay [Art 13(3)]

For sales contracts, trader may delay refund until:

| Condition | Met When |
|-----------|----------|
| **Goods received back** | Trader has goods, OR |
| **Proof of return** | Consumer provides evidence goods sent |

---

## Consumer's Obligations [Art 14]

### Return of Goods

| Requirement | Details |
|-------------|---------|
| **Deadline** | **14 days** from withdrawal |
| **Who pays?** | Consumer, **unless** trader agreed to pay |
| **Exception** | Trader pays if failed to inform consumer |

### Handling During Withdrawal Period

| Handling | Liability |
|----------|-----------|
| **Reasonable handling** | No liability |
| **Excessive handling** | Consumer liable for diminished value |
| **Test** | Beyond what's necessary to establish nature/characteristics/functioning |

---

## Exceptions from Withdrawal Right [Art 16]

### Contracts Where No Withdrawal Right Applies

| Exception | Article |
|-----------|---------|
| **(a)** | Services fully performed with consumer's prior consent |
| **(b)** | Price depends on financial market fluctuations |
| **(c)** | Goods made to consumer's specifications (personalised) |
| **(d)** | Goods liable to deteriorate or expire rapidly |
| **(e)** | Sealed goods unsealed after delivery (hygiene/health) |
| **(f)** | Goods inseparably mixed after delivery |
| **(g)** | Alcoholic beverages (price fluctuations) |
| **(h)** | Urgent repairs/maintenance requested by consumer |
| **(i)** | Sealed audio/video recordings or software unsealed |
| **(j)** | Newspapers, periodicals, magazines (except subscriptions) |
| **(k)** | Public auction contracts |
| **(l)** | Accommodation, transport, car rental, catering for specific dates |
| **(m)** | **Digital content** - if performance began with consumer's consent and acknowledgment of losing right |

### Digital Content Exception [Art 16(m)]

| Requirement | Details |
|-------------|---------|
| **Consent** | Consumer expressly consents to immediate performance |
| **Acknowledgment** | Consumer acknowledges losing withdrawal right |
| **Confirmation** | Trader provides confirmation on durable medium |

**Critical:** If these requirements not met, consumer keeps withdrawal right even after download.

---

## AI Agent Implications

For AI agents handling consumer transactions:

| Issue | Requirement |
|-------|-------------|
| **Inform of 14-day right** | Before contract concluded |
| **Provide model form** | Annex I(B) withdrawal form |
| **Process withdrawals** | Accept any clear statement |
| **Refund timing** | 14 days from withdrawal |
| **Digital content** | Get explicit consent before starting |
| **Return costs** | Disclose who pays |

### Critical Compliance Points

| Risk | Mitigation |
|------|------------|
| **Extended period** | Always provide withdrawal info |
| **Digital content** | Get consent + acknowledgment |
| **Refund delays** | Process within 14 days |
| **Evidence** | Log consent and timing |

---

## Model Withdrawal Form (Annex I(B))

```
MODEL WITHDRAWAL FORM
(complete and return this form only if you wish to withdraw from the contract)

To [trader name, address, email]:

I/We hereby give notice that I/We withdraw from my/our contract of sale of
the following goods/for the supply of the following service:

Ordered on/received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if paper form):
Date:
```

---

## Related

- [Back to CRD overview](/regulations/eu/consumer-rights-directive.md)
- [Definitions](/regulations/eu/consumer-rights-directive/definitions.md)
- [Pre-Contract Information](/regulations/eu/consumer-rights-directive/information-requirements.md)
- [Enforcement](/regulations/eu/consumer-rights-directive/enforcement.md)