Buy from a business seller and you have 14 days to withdraw, under the Swedish Distance Contracts Act. You do not have to give a reason. This page explains how to use it, what you get back, and who pays which shipping.
The right of withdrawal applies to purchases from business sellers. Between private individuals there is none — a winning bid or a “buy now” is binding.
It applies when the seller is a business (näringsidkare) and you buy as a private individual. Every listing says whether the seller is a business or a private person, and it says so before you pay — not afterwards.
If you buy from a private individual the Sale of Goods Act applies instead, and there is no right of withdrawal. The item must still match the listing, and if it does not you can complain to the seller and report the deal to us.
The period is 14 days, counted from the day after you receive the item — not from the day you paid. If you collect it yourself, it is counted from the day after you collect it. If the last day falls on a Saturday, Sunday or public holiday, you have until the end of the next working day.
You only have to notify the seller within those 14 days. The return itself may take longer: the item should be sent back without undue delay and at the latest 14 days after you notified them.
Press “Withdraw from contract here” on the order under Purchases & parcels, or at the bottom of any page. Check your name and which purchase it is, and press “Confirm withdrawal”. No reason is required — but you may leave a comment if you want to.
You get a receipt straight away, with the date and time, on screen — and also by email, or only in your account, as you choose in the form. You can withdraw before the item has arrived, and even before you have paid — the purchase then ends at no cost and does not count as unpaid.
The seller is notified immediately and the return instructions appear in your conversation, with the address the item goes back to. Everything stays in the conversation, so you both have the same text to refer back to.
The item goes back in the same condition. You may examine it as you would have been able to in a shop — but if you have used it more than that, the seller may deduct for the loss in value.
Once the seller confirms the item has come back, the money is refunded to you automatically. The seller cannot be paid out while a withdrawal is open — the money stays with the payment provider, exactly as it does during a dispute.
The money goes back the way you paid. If you paid by card or another method at checkout, it is refunded there — it can take a few banking days to show. If you paid with a balance on your DUZO account, the amount goes back there at once.
You get back the price of the item and the shipping you paid to have it sent to you.
You pay the return shipping yourself, unless the seller has stated that it covers returns. That is shown on the listing. This is what the law says, and it is the most common source of misunderstanding — which is why it is stated explicitly here.
Some goods are exempt by law. The ones that come up most often on a marketplace like this:
You do not need a form — “Withdraw from contract here” is enough, and simpler. But you are entitled to the Swedish Consumer Agency's standard form, and it is here if you would rather use it.
You exercise the right against the seller, not against us — we are the marketplace, not your counterparty. But the money stays with the payment provider until the matter is settled, and if it goes wrong you can report the deal so that we look at it.
If the seller says no, or does not answer, you can bring the dispute to the National Board for Consumer Disputes (Allmänna reklamationsnämnden, ARN), Box 174, 101 23 Stockholm, Sweden, www.arn.se. Free advice is available from the Swedish Consumer Agency's consumer guidance service, formerly called Hallå konsument: www.konsumentverket.se, phone +46 771 525 525.
