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14-day right of withdrawal

14-day right of withdrawal in practice

A customer who buys at a distance can withdraw within 14 days without giving a reason. For an online shop this means having a clear withdrawal notice, a model form, a refund process and an overview of goods to which the right does not apply. Most uncertainty arises with made-to-measure goods, opened cosmetics, digital content and the question of who pays for return postage.

We go through your product range and mark the items for which Slovak law excludes withdrawal. We prepare the notice, the form and email templates for customer service. We align refunds with your accounting, payment gateway and carrier so that you meet the statutory deadline. In a dispute with a customer or a complaint to the Slovak Trade Inspection, we represent you.

What we help with

  • Review of the checkout and the withdrawal notice
  • Model notice, form and email templates
  • Product range review against the statutory exceptions
  • Procedure for digital content
  • Internal refund process
  • Representation in consumer disputes and before the Slovak Trade Inspection

Worth knowing

When the period starts

For goods, from receipt; for services, from conclusion of the contract. For goods delivered in parts, from receipt of the last part; for regular deliveries, from receipt of the first.

Missing notice

If the seller did not inform the customer of the right of withdrawal, the period is extended by 12 months (Section 20(3) of Act No. 108/2024 Coll.). If the information is given later, the 14-day period runs from that point.

Refunds

The seller must refund all payments, including delivery up to the cheapest option offered, within 14 days of receiving the withdrawal (Section 22(1)). The refund can be withheld until the goods or proof of dispatch are received.

Return postage and wear

The customer pays for return postage if informed of this (Section 21(3)). The customer is liable for any loss in value if the goods were used beyond what would be possible when trying them in a shop.

Common questions

  • No. The shop must provide it, but the customer can withdraw by any other clear statement, for example by email or letter.

  • For example, goods made to measure, perishable goods, sealed hygiene goods once opened, recordings and software with a broken seal, and accommodation or events booked for a fixed date.

  • The right is lost only if the customer expressly agreed to delivery starting before the period ends and acknowledged losing the right. Without that, the right remains.

Related articles

Articles are in Slovak.

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This page is for general information, reflects Slovak law at the time of writing and is not a substitute for advice on your particular matter.