Right of withdrawal

This page explains the right of withdrawal when you buy from a business on Reelotic, and holds the model form. It applies to consumers (people buying for private use) buying from a business seller. It does not apply to a purchase from a private seller: the listing says whether the seller is a business or a private person.

Your right

You can withdraw from the purchase contract within 14 days without giving a reason.

Goods: the 14 days start the day you (or someone you name, other than the carrier) receive the goods. You can withdraw before they arrive.
Services: the 14 days start the day you ordered. When you book a service from a business you confirm, before you order, that it may begin within the 14 days and that you lose the right of withdrawal once it has been fully performed. You can withdraw until then. If you withdraw after the service has begun, you pay a proportionate amount for what was already provided.

How to withdraw

Open your order in the app and press "Withdraw from contract here", then "Confirm withdrawal". This is the quickest way and keeps a record. You can also tell the seller in a clear statement, for example by email to the address on your order confirmation, or use the model form below. You do not have to use the form.

We confirm your withdrawal to you by email straight away. A withdrawal covers the whole order except goods the law excludes. The seller cannot decline it.

What happens next

Sending goods back. Send the goods back without delay, and within 14 days of withdrawing. You pay the direct cost of returning them only if the listing told you so before you ordered; otherwise the seller pays. A seller may offer more generous return terms; they never offer less.
Your refund. The seller refunds the price and the standard delivery you paid within 14 days of your withdrawal. If goods are to come back, the seller may wait until they have the goods or you show you sent them, whichever is earlier. The refund goes back the way you paid. No restocking fee is kept from a withdrawal.
Condition of the goods. You are only liable for a loss in value if you handled the goods more than was needed to check what they are and how they work.

When there is no right of withdrawal

The law excludes some goods from withdrawal. Through Reelotic a business seller can only mark an item "final sale" for these, and the listing then names the reason:

goods made to your specification or clearly personalised;
goods that spoil quickly or whose date will pass soon;
sealed goods that are not suitable for return for health or hygiene reasons, once you have opened the seal;
sealed audio, video or software, once you have opened the seal;
goods that, by their nature, were mixed inseparably with other items after delivery.

The law excludes a few other cases too (for example newspapers, and bookings for a specific date such as events or accommodation). Reelotic does not yet let sellers offer these.

Model withdrawal form

Fill this in and send it to the seller only if you want to withdraw.

To: the seller named on your order confirmation
I withdraw from the contract of sale of the following goods or the provision of the following service:
Ordered on / received on:
Order number:
Name of the consumer:
Address of the consumer:
Signature (only if you send this on paper):
Date:

If you buy from a private seller, none of this applies.

Version 4 · effective Nov 4, 2026