Withdrawal from an online purchase template
Withdrawal from an online or off-premises purchase within 14 days without giving a reason, under the Slovak consumer protection act
This document rests on a fixed pattern prepared by Paragrafo; it is not a law firm template. Its wording is not written by AI, only the details from the form are filled in. For a non-standard situation we recommend a solicitor.
Law in force as at
Odstúpenie od zmluvy
- Komu
- Spotrebiteľ
- Oznámenie o odstúpení od zmluvy
- Vrátenie plnení
A consumer may withdraw from a distance contract, for example an online or phone order, and from an off-premises contract without giving a reason. For goods there are 14 days from receiving them, for a service 14 days from concluding the contract.
If the contract was concluded at a sales event or during an unsolicited visit, the period is 30 days. If the business did not inform the consumer of the right of withdrawal, the period is extended by up to 12 months.
The deadline is met if the consumer sends the notice no later than on the last day. This template is based on the model withdrawal form annexed to the consumer protection act.
Who needs this document
- Someone who ordered goods online and wants to return them
- Someone who signed a contract at home during a seller's visit or at a sales event
- A consumer who ordered a service at a distance and changed their mind
What the document must contain
- To whom: the business name, registered office and e-mail
- A statement that the consumer withdraws from the contract, and from which product
- The order date and, for goods, the date they were received
- The consumer's name and address
- A signature if the notice is given on paper
Legal basis
zákon č. 108/2024 Z. z. o ochrane spotrebiteľa (Consumer Protection Act)
Governs the consumer's right to withdraw from distance and off-premises contracts, the time limits, exceptions, return of goods and payments, and the model withdrawal form.
Most common mistakes
Counting the period from the order
For goods, the 14-day period runs from receiving the goods, not from the order. For several goods in one order delivered separately, from receiving the last one.
Returning goods that cannot be withdrawn from
Withdrawal is not possible, for example, for goods made to measure, goods that spoil quickly, hygiene goods with a broken protective seal, or a service fully provided within the withdrawal period with the consumer's consent.
Goods used beyond trying them out
The consumer is liable for any reduction in value resulting from handling the goods beyond what is needed to establish their nature and functioning.
No proof of sending
The burden of proof of exercising the right of withdrawal lies with the consumer. Send the notice so that you can prove it was sent, for example by e-mail or registered mail.
Frequently asked questions
When will the business refund me?
Within 14 days of receiving the withdrawal notice, all payments including delivery costs. For goods, however, it need not refund before it receives the goods back or until you prove you sent them.
Who pays postage for returning goods?
The consumer, unless the business agreed to bear it or did not inform the consumer of this obligation. If the consumer chose a more expensive delivery than the cheapest standard option, the business need not refund the difference.
Do I have to give a reason?
No. A consumer withdraws from a distance or off-premises contract without giving a reason.
Can the business offset the refund against another claim?
No. The law prohibits unilateral set-off of the business's and the consumer's claims arising from the withdrawal.
Is this the same as a complaint?
No. Withdrawal returns goods without a reason within a short period. A complaint claims a defect within two years of delivery; use the product complaint template for that.
Withdrawal from a contract for your business
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