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Right of withdrawal

Thirty days to change your mind, how to declare it, and exactly what we owe you back.

Last updated 20 August 2026

Your right, in one paragraph

You have the right to withdraw from your contract with us within 30 days without giving any reason. The statutory minimum is 14 days under Article 9 of Directive 2011/83/EU; we give 30 and the extra 16 are a contractual promise, not a courtesy we can take back after you have ordered. The period expires 30 days after the day on which you, or a third party you name who is not the carrier, take physical possession of the goods. Where an order is delivered in several parcels, the period runs from the last one.

How to declare it

To exercise the right of withdrawal you must inform us of your decision by an unequivocal statement. Any of these is unequivocal, and all of them are equally valid:

  1. The online withdrawal function at ideal-commerce.example/withdraw, linked as “Withdraw from contract here” in the footer of every page, in the Help menu, and on the page of every order you have placed. It takes about a minute, needs no account, and asks for no reason. If you use this online function, we will send you an acknowledgement of receipt of the withdrawal on a durable medium without undue delay, including its content and the date and time of its submission.
  2. The model withdrawal form at /legal/model-form — the form set out in Annex I(B) of Directive 2011/83/EU. Using it is optional; you can read it on that page or download it and send it back.
  3. E-mail to support@ideal-commerce.example, quoting your order number.
  4. Post to Ideal Commerce Trading Ltd., 14 Harbour Row, Dublin 2, D02 XY45, Ireland.
  5. Telephone on +353 1 555 0142. We will confirm what you told us in writing the same day, so you have a record of it.

To meet the deadline it is enough for you to send your communication before the withdrawal period expires. It does not have to reach us by then.

What we do when you withdraw

We reimburse all payments received from you, including the cost of delivery — with the exception of any supplementary costs arising if you chose a type of delivery other than the least expensive standard delivery we offer. We make the reimbursement:

  • without undue delay, and in any event not later than 14 days from the day on which we are informed of your decision;
  • using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise;
  • without any fee as a result of the reimbursement.

We may withhold reimbursement until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is the earliest.

Sending the goods back

Send the goods back, or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal. The deadline is met if you send them back before that period expires.

We bear the direct cost of returning the goods. A prepaid label is in every parcel, and you can print another one from returns and refunds. Under Article 14(1) of the Directive a trader may make the consumer pay this cost; we do not.

You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In practice: try it on, exactly as you would in a shop. That is not diminished value. Wearing it to a wedding and washing it twice is.

What the right does not cover

Article 16 of the Directive lists exceptions. Almost none of them apply to what we sell, and we apply the two that do narrowly:

  • Goods made to your specifications or clearly personalised — we do not currently sell any, and if we ever do, that product’s page will say so before you buy.
  • Sealed goods unsuitable for return for health-protection or hygiene reasons, where the seal has been broken after delivery — this applies only to underwear and socks sold in a sealed hygiene pack. Unopened, the right applies in full.

We do not claim any other exception. In particular, sale items, reduced items and items bought with a discount code carry exactly the same right of withdrawal as everything else. A shop that excludes sale goods from returns is not applying an exception in the Directive; it is inventing one.

The withdrawal function is an addition, not a replacement

Article 11a of Directive 2011/83/EU, as inserted by Directive (EU) 2023/2673, requires that a trader concluding distance contracts through an online interface must also allow the consumer to withdraw by means of a withdrawal function on that interface. The word doing the work is also: the online function supplements the model form, e-mail and post, and never replaces them. Everything listed under “How to declare it” above remains open to you, whichever one we happen to prefer.

Withdrawing is about changing your mind. If a garment is faulty or not as described, that is a different right — the two-year legal guarantee of conformity under Directive (EU) 2019/771 — and it lasts far longer than 30 days. See the guarantee section of our terms. Using one right never costs you the other.