Withdrawal: refund in a voucher rather than in money?

A customer withdraws, you have to refund them, and the idea of offering them a credit note or a voucher rather than giving the money back crosses the mind of many retailers. It is understandable: the revenue stays in the house. But it is prohibited, and it is exactly the kind of practice that turns against you.

You must refund in money, not in a credit note

Faced with a withdrawal, the consumer is entitled to the refund of the sums paid, in money. You cannot impose a credit note, a voucher or an in-store credit instead. A credit note is possible only if the customer accepts it voluntarily; it can never be the only option you offer.

The right means of payment: the same as at purchase

The Consumer Rights Directive (2011/83/EU, art. 13), harmonised across the 27 EU member states, is precise: you refund using the same means of payment as the one the customer used at purchase, unless the customer expressly accepts another means, and provided that this refund does not incur any cost for them.

In concrete terms: paid by card, refunded to the card; paid by bank transfer, refunded by bank transfer. You cannot unilaterally decide to refund "by transfer, it's simpler for us" if the customer paid by card, unless they agree.

The deadline: 14 days, right of retention optional

You refund within 14 days of the withdrawal. For a sale of goods, you may defer this refund until the product is recovered or proof of its dispatch is provided (the right of retention, detailed in "Must you refund before the product is returned?"). But once this point is reached, the 14-day clock applies.

The compliant-refund checklist

• In money, never an imposed credit note.
• Same means of payment as at purchase (unless the customer agrees otherwise).
• At no cost to the consumer.
• Within 14 days (after the product is returned or proof of dispatch is provided for goods).
• Outbound delivery costs refunded at the standard rate (in the event of a full withdrawal).

This article is general information and does not constitute legal advice. For the exact wording, refer to the Consumer Rights Directive (2011/83/EU) and its national transposition.