Withdrawal period

For many distance contracts with consumers, French law generally provides a fourteen-day withdrawal period. Its starting point, exercise procedure and any exceptions must be explained before the order is placed.

Made-to-order pieces

French law includes an exception for certain goods made to the consumer’s specifications or clearly personalised. This exception must be assessed against each offer and cannot be asserted generally without knowing the characteristics of the order.

Online exercise

Where the rules applicable to the contract require it, the website must provide a free, directly and easily accessible online withdrawal function, with confirmation and an acknowledgement on a durable medium.

To be built when online ordering is effectively opened.

Returns and refunds

To be completed: verified return address, any prior authorisation, packaging, insurance, costs, product inspection and refund schedule.

Model withdrawal form

To be included in the legally applicable version once the seller’s identity and return details have been confirmed.

Complaints and mediation

Consumers must be able to complain to the professional and, if the complaint is not resolved, access the consumer mediator actually appointed.

To be completed: complaint procedure and name, address and website of the chosen mediator.

Official references

French Consumer Code — withdrawal · DGCCRF — consumer mediation.