France · FR
Returns and complaints for selling in France — rights and deadlines (2026)
Your returns and complaints page tells French customers how to send a product back, within what deadline and how they get refunded — information required by the Code de la consommation. The 14-day right of withdrawal, the model form and the legal guarantee of conformity are not optional, and they follow French law, not your home law. Below: how withdrawal works, its exceptions, refund deadlines and what your page must contain.
Right of withdrawal: 14 days, how it works
For any online purchase, the French consumer has a 14-day right of withdrawal with no need to give a reason (art. L221-18 Code de la consommation). The period runs from receipt of the goods (or conclusion of the contract for a service). The seller must clearly inform of this right before the order — otherwise the period is extended to up to twelve months.
The model withdrawal form (mandatory)
The seller must provide the model withdrawal form set out in art. R221-1, as an annex to the terms of sale. The consumer may use it or express their decision by any other unambiguous statement. A missing form is a breach of the information obligations.
Refund: deadlines and methods
The seller refunds no later than 14 days after being informed of the withdrawal (art. L221-24), using the same means of payment as the customer. The seller may withhold the refund until the goods are recovered or proof of shipment is provided. The refund includes the original standard delivery costs.
Exceptions to the right of withdrawal
Art. L221-28 excludes, among others: personalised goods, perishable goods, unsealed products that cannot be returned for hygiene reasons, unsealed recordings/software, and digital content supplied with the consumer’s express consent and waiver of withdrawal. These exceptions must be communicated to the customer.
Legal guarantee of conformity and complaints
Independently of withdrawal, the consumer benefits from the 2-year legal guarantee of conformity (art. L217-3 et seq.) and the hidden-defects warranty (art. 1641 Civil Code). In the event of an unresolved dispute, you must offer a consumer mediator (art. L612-1) and the link to the ODR platform.
How to prepare a compliant returns and complaints page for France
Rather than writing these rules by hand, generate a complete page — deadlines, model form, refund methods, exceptions, guarantees and mediation — compliant with the Code de la consommation, in French and ready to publish in minutes.
Frequently asked questions
What is the withdrawal period for e-commerce in France?
14 days from receipt of the goods (or conclusion of the contract for a service), with no need to justify it — art. L221-18 of the Code de la consommation. The consumer then has 14 days to return the goods.
Is the model withdrawal form mandatory?
Yes. The seller must provide the model withdrawal form set out in art. R221-1 of the Code de la consommation, as an annex to the terms of sale.
Within what period must I refund?
No later than 14 days after being informed of the withdrawal (art. L221-24). You may withhold the refund until the goods are recovered or proof of shipment is provided.
Which products are excluded from the right of withdrawal?
Among others: personalised goods, perishable goods, unsealed products that cannot be returned for hygiene reasons, and digital content supplied with the consumer's express consent — art. L221-28.
What is the difference between withdrawal and the legal guarantee?
Withdrawal is a 14-day right to cancel the purchase without a reason. The legal guarantee of conformity (2 years, art. L217-3) covers product defects, independently of withdrawal.