In short: When you buy at a distance (online or by phone) in the EU, you have 14 days to withdraw from the contract without giving a reason; for goods, the period runs from the day you receive them.
Simply put: For services, the period runs from the day the contract is concluded. If the trader did not tell you about this right, the period is extended by 12 months. The trader refunds all payments, including delivery, within 14 days. Exceptions include goods made to your specifications and goods that go off quickly. Since 19.06.2026 online traders must offer a "withdrawal function".
Example: You order shoes for €60; they arrive on the 3rd. Until the 17th you can withdraw without a reason. You pay for the return only if the seller told you in advance that this cost is yours.
Watch out: Check the exceptions before buying.
Example: Bulgaria — the Consumer Protection Act gives the same 14 days (art. 50); refunds by the same means you paid (art. 54); the withdrawal function is art. 52a (from 24.09.2026). Source: https://lex.bg/laws/ldoc/2135513678
Check in your country — your national consumer protection law sets the right of withdrawal (at least 14 days everywhere in the EU).
Source: Directive 2011/83/EU, arts. 9–10, 13 and 16 — https://eur-lex.europa.eu/eli/dir/2011/83/oj · Your Europe, returning goods — https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm