Cancellation right in connection with online purchases


When you shop online, you have the right to cancel your purchase. The rules on cancellation differ, depending on whether you have bought a product or a service. Learn more about the cancellation rules.

You have a cooling-off period of 14 days if you buy a product online. The 14 days apply from the day the product is delivered.

It is important that you inform the seller that you want to make use of your cancellation right when you return the product, so that the seller does not think the product is being returned because it is defective. 

As a main rule, you also have a cooling-off period of 14 days if you buy a service online, e.g. if you book a hotel room or rent a car, make an appointment with a dentist or join a dating service. The 14 days start when you enter into the agreement. If you want to cancel, it is important that you explicitly inform the seller of this.

Cancelling purchases of goods

If you have bought a product online, you may, as a main rule, try out the product or examine it in the same way as you would do in a physical store.

If you have damaged the product, you do not lose your cancellation right, but you cannot expect to get all your money back.

For sealed goods, such as audio and video recordings or sealed computer software, you may lose your cancellation right if you break the seal.

Further information: Legal warranty in connection with defects 

Terms & conditions for returning goods

If you cancel a purchase, you are responsible for the product until it has been returned to the seller. If the product is damaged or lost during transport back to the seller, you will, as a main rule, not get your money back. You may be able to make a claim against the transport firm.

You are entitled to get your money back within 14 days after the seller has received the product again or has received documentation that it has been sent.

Advice when purchasing goods

  • Be aware of whether the seller asks you to waive your cancellation right
  • If you want to cancel, you must explicitly inform the seller within 14 days from the day you received the product

Cancelling purchases of services

Many sellers choose not to provide the service until 14 days have passed and the cooling-off period has expired. If the seller does that, you cannot cancel your purchase. As a main rule, you cannot cancel the purchase of a service if you have begun to use it; for example, you cannot cancel your subscription to a dating site if you have created a profile.

You can agree with the seller that the service is to be provided before expiry of the 14 days and that your cancellation right lapses when the service has been provided. If you, nevertheless, choose to cancel your purchase, the seller is entitled to charge payment for the service already provided if you have agreed so.  

If the seller provides the service before the 14 days have expired, and you have not agreed that the cancellation right lapses, you may cancel your purchase and the seller cannot demand payment.

If you buy digital content, you can agree with the seller that the cancellation right lapses the moment the seller begins to provide the service. Digital content is e.g. purchase of music or an app for your smartphone or tablet.

Further information: Guarantees

Advice when purchasing services

  • Be aware of whether the seller asks you to waive your cancellation right
  • If you want to cancel, you must explicitly inform the seller within 14 days from the day you ordered the service

Getting help in connection with a complaint

If the seller refuses to accept your cancellation, you can complain to European Consumer Centre Denmark.

11. December 2015

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