Customer Right of Withdrawal: Deadline and Procedures

The right of withdrawal is one of the fundamental protections granted to consumers in distance sales. Inscribed in the French Consumer Code (articles L221-18 to L221-28) and transposing the European directive 2011/83/UE on consumer rights, this right allows the customer to reconsider their commitment without having to justify their decision. For e-commerce merchants, mastering the deadlines, procedures for exercising this right and legal exceptions is not optional: it is a compliance obligation whose non-compliance results in substantial sanctions.