- The trader has to inform you about your right to withdraw from a distance contract. The cooling off period of 14 days starts the date you physically receive the items. If it is a service you have purchased, the period of withdrawal starts the date the contract was concluded.
- If the trader never informed you about your right to withdrawal, the cooling off period extends for up to an additional 12 months from the end of the initial cooling off period. However, if the trader informs you in the meantime, then the withdrawal period expires 14 days after the day you received that information.
- After withdrawal, the trader has 14 days to refund the payment. If the contract concerns the purchase of goods, the trader has the right to postpone the repayment until he has received the goods back or until you have supplied evidence of having sent back the goods.
- Unless the trader has offered to collect the goods himself, you have 14 days to send back the goods, calculated from the date you informed the trader of your withdrawal. You have to bear the costs of returning the goods, unless the trader has agreed to bear them or if the trader has not informed you that you have to bear them.
You are liable for the diminished value of the goods if you have handled the goods in excess of what is necessary to establish the nature, characteristic and functioning of the goods. The trader may return a smaller amount to you after making a deduction for depreciation. This does not apply if the trader has not given you information about the right of withdrawal. Just to clarify, you can try a dress at home if it suits, but you cannot wear it at the ”Vienna Opera ball”.
It is important to bear in mind that there are some exceptions to the cooling off period, where there is no right of withdrawal for consumers, e.g. plane tickets, package travels, car rental services, personalised goods etc.
 Art. 16 DIRECTIVE 2011/83/EU, http://eur-lex.europa.eu/legal-content/EN/TXT/PDF/?uri=CELEX:32011L0083&rid=1