I want to return a customised product within 14 days. Am I entitled to a refund?

What the Law Says

EU consumer law grants a 14-day right of withdrawal for online and distance purchases — but customised products are explicitly excluded.

Under the EU Consumer Rights Directive (2011/83/EU), consumers have a legal right to withdraw from a distance contract within 14 days without giving any reason. However, this right does not apply to goods made to the consumer’s specifications or clearly personalised.

The exemption exists because such items cannot be resold in the regular market. To qualify as 'customised', the personalisation must be done at the consumer’s request and with their prior agreement — not merely as an optional feature offered by the seller.

This rule applies across all EU Member States and overrides national laws that might offer broader rights — unless those laws provide stronger consumer protection (which is rare for this specific exemption).

Statutory Text

the supply of goods made to the consumer’s specifications or clearly personalised;

— Directive 2011/83/EU, Art. 16(c) — Exceptions to the right of withdrawal

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