Who pays the return costs for a bulky item (furniture, appliance) after withdrawal?

It depends on the pre-contractual information. Under Article 14(1) of the Consumer Rights Directive (2011/83/EU), harmonised across the 27 EU member states, the consumer bears the direct return costs only if the trader informed them beforehand; for bulky items that cannot be returned by post (sofa, bed, fridge, dishwasher, electric bike, washing machine, etc.), that means providing a costed estimate of the return cost BEFORE the purchase. Without this prior information, the return costs are borne entirely by the trader. With the estimate, it is the consumer who bears the costs up to the amount stated.

How can I check that the trader did provide the estimate before the purchase?

The estimate must appear in a clear and accessible place BEFORE the basket is confirmed: product page, delivery/returns section, or order summary. A mere statement 'return costs at your expense' without a figure is not valid: case law requires a costed and identifiable estimate. Without this costed estimate, the trader bears the costs. Keep a screenshot of the product page at the time of purchase in case of a dispute.

Can the trader require you to use its own carrier for the return?

The trader can offer its own carrier (often cheaper thanks to negotiated contracts), but cannot require it if the costed estimate was not provided beforehand. If the estimate was provided, the trader can make the reimbursement of the costs conditional on using the partner carrier. In practice, this is very often the simplest solution: the trader's carrier handles removal and collection from the home.

Return costs for a piece of furniture or an appliance after withdrawal

Have you ordered a large piece of furniture or an appliance online and want to send it back ? Here is who pays for the return. For bulky items that cannot be returned by post (sofa, bed, fridge, dishwasher, washing machine, electric bike), Article 14(1) of the Consumer Rights Directive (2011/83/EU) means the consumer bears the direct return costs only if the trader gives this information beforehand: for these items, that means a costed estimate of the return cost BEFORE the purchase. Without this prior estimate, the costs are borne entirely by the trader. With it, it is the consumer who pays up to the amount stated.

Which goods are regarded as « bulky and not returnable by post » ?

EU law does not give a strict definition by dimensions or weight. What matters is whether the goods can be returned by standard post or parcel services. In practice :

•Assembled furniture : sofas, beds, wardrobes, tables > 1.5 m
•Large appliances : fridge, dishwasher, washing machine, oven, cooker hood
•Electric bikes and scooters over 25 kg
•Mattresses and bed bases exceeding standard parcel dimensions
•Heavy garden equipment : petrol mowers, rotavators, garden sheds
•Outdoor furniture : garden furniture sets, XL parasols, fixed barbecues

What the estimate must contain

A legally valid estimate must contain at least :

•A costed amount in euros (not an indicative range such as « between 50 and 200 € »)
•Detail of what is included (removal, disposal, handling upstairs)
•A clear statement that this cost will be borne by the consumer in the event of withdrawal
•Displayed BEFORE the basket is confirmed, not only in the terms and conditions

Worked example: sofa delivered, the consumer changes their mind

Scenario A, estimate provided. The retailer's product page states « return costs estimated at 90 € ». The consumer buys, receives the item, and withdraws within 14 days. The trader handles the return via its carrier and deducts 90 € from the refund. The consumer gets back the price of the sofa minus 90 €.

Scenario B, estimate missing. The product page only mentions « return costs at your expense », without a figure. The consumer withdraws. The trader bears the return costs in full, and cannot deduct them from the refund. This follows from Article 14(1) of the Consumer Rights Directive (2011/83/EU).

What to do if the trader refuses to bear the costs without an estimate?

Keep screenshots of the product page and of the ordering process as proof that no estimate was given.
Send a formal notice by recorded delivery letter with acknowledgement of receipt citing your withdrawal rights under the Consumer Rights Directive (2011/83/EU) (in Ireland, S.I. No. 484/2013).
Report it to the national regulator (in Ireland, the Competition and Consumer Protection Commission, CCPC) with the evidence.
Refer the matter to a consumer dispute-resolution (ADR) body, free of charge.

To go further

Shipping costs and withdrawal

General rules for outbound / return shipping

Can the trader refuse?

Unlawful refusals and remedies