A consumer may withdraw from a distance contract with an online shop within 14 days without giving a reason. For goods, the period starts on receipt. Statutory exceptions include custom-made goods and unsealed goods protected for hygiene reasons. If the seller fails to provide proper withdrawal information, the period extends by up to 12 months.
How long does the consumer have to withdraw?
Act No. 108/2024 Coll. on Consumer Protection governs withdrawal from distance and off-premises contracts. The standard period is 14 days: for goods, from the consumer’s receipt; for services and digital content, from conclusion of the contract (Section 20(1)). The deadline is met if the consumer sends the withdrawal notice by its final day (Section 20(7)). Withdrawal may be on paper, another durable medium or the model form (Section 20(6)). The consumer bears the burden of proving exercise of the right (Section 20(15)).
This right belongs only to consumers, meaning individuals purchasing outside their business activities. Statutory 14-day withdrawal does not apply to business purchases (B2B).
When is withdrawal unavailable?
The Act lists situations without a withdrawal right (Section 19(1)), including:
- Goods made to the consumer’s specifications or personalised.
- Perishable goods.
- Goods in protective packaging unsealed after delivery that cannot be returned for hygiene reasons.
- Audio or video recordings or software in protective packaging where the packaging has been opened.
- Digital content supplied without a tangible medium once supply has begun; for paid content, the consumer must also have expressly consented in advance to supply beginning before the withdrawal period expires, declared that they were properly informed that beginning supply would cause them to lose the withdrawal right, and received confirmation under Section 17(12)(b) or Section 17(13)(b) on a durable medium.
What if I failed to inform the consumer?
If the seller fails to provide proper withdrawal information, the consumer may withdraw for up to 12 months after the original period expires (Section 20(3)). If the seller supplies the information later, a new 14-day period runs from that date (Section 20(2)). Withdrawal information and the model form in the terms are therefore more than a formality: their absence extends return exposure by a full year.
We address withdrawal, information duties and refund procedures through our online shop terms service and comprehensive e-commerce legal services. We also prepare general terms and conditions for other websites and services.
This answer provides general information on the law as at 10 September 2026. It does not constitute legal services or replace an assessment of an individual case. The details of your situation may differ. Book a consultation to discuss them.
