How do you write a 14-day return policy for your online store?

Q&A • Returns

How do you write a 14-day return policy for your online store?

The 14-day withdrawal right is mandatory in distance selling and is governed by Emergency Ordinance 34/2014 in Romania. Your return policy must clearly state when the period starts, who pays for shipping and which products are exempt.

Short answer

  1. The consumer may withdraw within 14 calendar days, with no reason required.
  2. The period runs from the day the customer takes possession of the goods, not from the order date.
  3. The direct cost of returning the goods is borne by the customer, provided you disclosed it before the order.
  4. You refund within 14 days of receiving the goods or proof that they were sent back.
  5. Custom-made goods, perishables and sealed goods unsealed for hygiene reasons are exempt.

What the law says (in brief)

  • Emergency Ordinance 34/2014 transposes Directive 2011/83/EU and grants 14 days of withdrawal in distance contracts.
  • Article 16 lists the exceptions: custom-made goods, perishables, unsealed sealed goods, newspapers, public auctions.
  • The trader must also refund the initial standard delivery cost, not only the product price.
  • If you fail to inform the customer about the withdrawal right, the period is extended significantly.
  • The withdrawal right applies to consumers, not to business buyers.

Practical example

Example: a customer receives a pair of shoes on 3 March and announces withdrawal on 15 March — within the deadline, since the 14 days run from receipt. The store refunds the product price plus the initial standard delivery cost, but not the return shipping, provided the published policy explicitly says the customer bears it.

Common mistakes

  • Writing "no returns accepted" — the clause is void for consumer sales.
  • Making the return conditional on intact original packaging, which the law does not require.
  • Counting the 14 days from the order date rather than the delivery date.
  • Refunding only the product price and withholding the initial delivery cost.
  • Not providing a withdrawal form and receiving requests through five different channels.

How 4shopy helps

  • The return policy page ships with the template, structured as required by the ordinance.
  • An online withdrawal form tied directly to the order, with a request history.
  • Mark the legal exceptions at product level (custom-made, perishable, sealed).
  • You track the refund on the order, and you issue the invoice credit note from 4invoices, linked to the original invoice.

See also