The store has 14 calendar days to refund you, counted from when it receives your withdrawal request. It may wait to receive the products (or proof that you sent them) before paying. The refund is in full and to the same payment method you used at checkout.
The deadline: 14 calendar days
The clock starts when the store receives your withdrawal notice, not when the parcel arrives. From there it has 14 calendar days to issue the refund. Once issued, your bank or payment gateway may take a few more business days to reflect it in your account; that's down to your provider, not the store.
Why it sometimes seems to take a while
The law lets the store hold the refund until the first of these two things happens:
- It receives the products back, or
- It receives proof that you've sent them (for example, the carrier's receipt).
So if you send the return and keep the receipt, you can speed up the payment: many stores refund as soon as they see that proof.
How much you get back
The refund is in full. It includes:
- The price of the products you return.
- The shipping costs of the original delivery (the ones you paid at checkout).
The cost of returning the product may fall to you, but only if the store clearly told you so before purchase. If it didn't, the store bears it.
Always to your payment method
The money goes back to the same payment method you used: your card, your account, whatever it was. A store cannot force you to accept a voucher or store credit instead of the refund. It may offer it as an alternative — sometimes with an incentive — but the decision is yours and the full refund must always be available.
If you think the deadline has passed
If the 14 days have passed since the store received your withdrawal (and the products or proof of shipment) and you've heard nothing, contact the store and provide your acknowledgement of receipt: the document with the date and time of your request that you received when you withdrew. It's your proof that the deadline is running.