Online purchase return in Spain: your 14-day right and refund
Bought something online in Spain and want to send it back? In most cases you have 14 days to return it without giving any reason, and the shop must refund you — including the original delivery cost. This right is separate from the guarantee for faulty goods, and a “no returns” policy cannot cancel it. Here is exactly how the right of withdrawal works, the deadlines, the few exceptions, and what to do if the seller stalls.
The 14-day right of withdrawal
For purchases made online or at a distance in Spain you have a right of withdrawal (derecho de desistimiento): 14 calendar days to return the item without giving any reason and get your money back.
It applies even if the product is perfect and you simply changed your mind. It is a separate right from the legal guarantee, which covers faulty goods.
It is set by consumer law, so a shop’s “final sale / no returns” sign cannot remove it for distance contracts.
This is one of the strongest consumer protections in Spain — but it runs on a strict clock, so acting in writing and on time is what secures it.
When it applies (and when it does not)
- It applies to most consumer purchases from online shops, by phone or off-premises — physical goods and many services and digital subscriptions.
- It is for consumers (personal use), not business-to-business purchases.
- It does not depend on the product being faulty — that is a different route (the legal guarantee).
- A few categories are excluded by law (see the exceptions section below).
NAVISet up my return — meet the 14-day deadline without a mistake
Describe the order — NAVI prepares the withdrawal and checks your 14-day deadline.
Your rights and the refund
- Return the item within 14 days with no need to justify your decision.
- The seller must refund within 14 days of your withdrawal notice; for goods, it may withhold the refund until receiving the item or proof of shipment.
- The refund includes the standard original delivery cost (not premium delivery you chose).
- You normally only pay the cost of returning the item, and only if the shop told you so before you bought.
- Refund must go to the same payment method, unless you agree otherwise.
The deadlines that matter
- 14 calendar days from receiving the goods to notify your withdrawal (the clock starts at delivery, not purchase).
- If the seller never informed you of this right, the window extends by up to 12 months.
- After notifying, you usually have 14 days to send the goods back.
- The refund deadline is 14 days from your notice, subject to the seller’s right to withhold until it receives the item or proof of shipment.
Exceptions: when withdrawal does not apply
- Custom-made or clearly personalised products.
- Sealed health or hygiene goods once you have opened them, and perishables.
- Digital content or streaming you started downloading/using with your express consent.
- Newspapers and magazines (except subscriptions), and sealed audio/video/software once unsealed.
- Note: a faulty product is not an exception — it follows the legal guarantee, which is usually stronger.
How to return, step by step
- Notify the seller in writing within 14 days — a clear statement (“I withdraw from the purchase”) or the shop’s withdrawal form.
- Send the goods back without undue delay and keep the tracking/proof of return.
- Keep the order confirmation and the date you notified, in case you need to prove the timeline.
- Wait for the refund to your original payment method within 14 days.
- No refund or a refusal? Send a written claim with a deadline, then escalate via hoja de reclamaciones, OMIC and consumer arbitration.
Common mistakes that cost you the refund
- Only phoning — always notify the withdrawal in writing so you can prove it.
- Missing the 14-day window because you waited to package or decide.
- Returning with no tracking, so you cannot prove you sent it.
- Confusing withdrawal with the faulty-goods guarantee — for defects, use the legal guarantee instead.
- Accepting a store voucher when you are entitled to a cash refund to your original payment method.
If the shop refuses or stalls
- “We don’t accept returns” is not valid against the legal right of withdrawal for distance sales.
- Silence is not an answer — send a written demand with a clear deadline.
- A burofax gives your demand a dated, certified record before arbitration or court.
- For card payments, a chargeback through your bank can be a parallel route when the seller ignores a valid withdrawal.
Want to create and check your return now?
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Related guides
Frequently asked questions
Can I return any online purchase within 14 days?
Most consumer online purchases qualify for the 14-day right of withdrawal, even if the product is fine. Exceptions include custom-made items, opened sealed hygiene goods, perishables and digital content started with consent.
Do I have to give a reason?
No. Within the 14 days the right of withdrawal needs no justification at all.
Who pays the return shipping?
You usually pay the return postage only if the shop told you in advance; otherwise the seller bears it. The original standard delivery cost is refunded to you.
The shop says “no returns”. Is that legal?
No. A store policy cannot remove the legal right of withdrawal for online or distance purchases.
When does the 14-day clock start?
At delivery — when you (or someone you designate) physically receive the goods, not at the moment of purchase.
They received the return but won’t refund. What now?
Send a written demand with a deadline, then escalate via hoja de reclamaciones, OMIC and consumer arbitration; a card chargeback can run in parallel. NAVI can prepare it.
Can they give me a voucher instead of money?
No, not for a valid withdrawal — the refund must return to your original payment method unless you agree otherwise.
What if the seller never told me about the 14 days?
Then the withdrawal window extends by up to 12 months, which strengthens your position considerably.
Official sources
- LGDCU — distance contracts and right of withdrawal (RDL 1/2007, arts. 102-108)
- Consumer information — Ministry of Consumer Affairs
- Find your regional consumer office (OMIC / Consumo)
Informational only, not legal advice. Check the shop’s pre-contract information, your dates and your autonomous community. Updated June 2026.
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