Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised.

If you bought a good or a service online or outside of a shop (by telephone, mail order, from a door-to-door salesperson), you also have the right to cancel and return your order within 14 days, for any reason and with no justification.

Find out specific conditions to invoke guarantees and withdraw from purchases:

Guarantees for faulty goods

Cancel and return your order

14 days to cancel and return purchases made outside shops (online, by phone or mail order)

In the EU you have the right to return these purchases within 14 days for a full refund. You can do so for any reason – even if you simply changed your mind.

The 14-day “cooling off” period does not apply to all purchases. Some of the exemptions are:plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates

goods and drinks delivered to you by regular delivery – for example delivery by a milkman.
goods made to order or clearly personalized – such as a tailor-made suit
sealed audio, video or computer software, such as DVDs, which you have unsealed upon receipt.
online digital content, if you have already started downloading or streaming it
goods bought from a private individual rather than a company
urgent repairs and maintenance contracts – if you call a plumber to repair a leaking shower, you can’t cancel the work once you have agreed on the price of the service.
Please note that this list is not exhaustive.

If you buy goods in a shop, you have no EU legal right to return the goods (for exchange or refund) unless the item is faulty. However, many shops voluntarily allow customers to return or exchange goods during a certain time period. Make sure you check the returns policy of the shop where you made your purchase.

The “cooling off” period expires 14 days after the day you received your goods. For service contracts, the “cooling off” period expires 14 days after the day you concluded the contract. If the cooling off period expires on a non-working day, your deadline is extended till the next working day.

Sample story

You can’t change your mind for some types of purchases

Jane bought a ticket online for a U2 concert in Ireland. She found out the following day that she would have to be out of the country on the concert date, and attempted to cancel her ticket. However, the online trader refused to cancel the order and give her a refund, as the 14 day coling off period doesn’t apply to concert ticket purchases.

How to cancel a purchase

You must tell the trader that you want to cancel the purchase. It is not enough to just send the goods back. The trader must provide you with a model withdrawal form which you can use to tell them about your decision, but you don’t have to use it.

You can inform the trader and send back the goods at the same time, for example, by adding a written statement with the goods that you are returning by post, or by sending a fax or e-mail.

You must send the unused goods back within 14 days of informing the trader.

Some traders may not charge you for returning the goods. However, the trader should inform you if you have to pay the costs of returning the goods. If they don’t inform you that you must pay for your return, the trader will have to pay the cost of your return. You don’t have to pay any other charges that you were not informed of.

For bulky goods (such as large household equipment), the trader must give you at least an estimation of the cost of returning them. Bulky goods bought from a door-to-door salesperson and delivered to you immediately must always, however, be collected by the trader at their own expense.


The trader must give you a refund within 14 days of receipt of your cancellation, but they can delay refunding you if they haven’t received the goods or evidence that you’ve returned them.

This refund must include any shipping charges you paid when you made your purchase. However, the trader may charge you delivery costs if you specifically requested non-standard (express) delivery.

Cancellation form:

If you wish to cancel the contract, please complete this form and return it to us at:

Luckylocks AD , Bulgaria – Sofia 1301,Bul. Ilienci 123 Daniel Atanasov E-mail: [email protected] . Web: www.turbodecoder.com

I/we (*) hereby cancel the contract made by me/us (*) for the purchase of the following goods

  • Describe the item(s) :
  • Ordered on Date:
  • Received on Date:
  • Price of the item:
  • Invoice number and date:
  • DHL Tracking number ( waybill )
  • Name of the consumer or company name:
  • Address of the consumer:
  • Date:
  • Signature of the consumer:

download cancellation form
https://turbodecoder.com/image/PDF/Cancellation form Luckylocks AD.pdf