Buying online: the 14-day right to withdraw

When you buy online, by phone or away from a shop (for example when a trader comes to your door), Montenegro's Consumer Protection Act (Official Gazette of Montenegro no. 12/2026) gives you the right to change your mind, without giving a reason.

1. A 14-day period

• You can withdraw from a distance or off-premises contract within 14 days of the day the goods are handed to you or to a person you named (not the carrier).
• If one order brings several items that arrive separately, the period runs from the last delivery.
• For services the period runs from the day the contract was made.
• The period is 30 days if the contract was made on a trip the trader organised to sell, or during a visit to your home you did not ask for.
• If the trader did not tell you about this right, the period is extended by 12 months.

2. How to withdraw

Before the period ends, tell the trader: on the withdrawal form or with any clear statement (for example by email). If the trader lets you do this on its website, you can fill in the form there; it must then send you a confirmation of receipt without delay. Keep proof that you sent your statement in time: it is up to you to prove it.

3. Returning the goods and the money

• Send the goods back no later than 14 days after telling the trader. It is enough to send them before the period ends.
• You pay only the cost of returning the goods, unless the trader agreed to pay it or did not tell you that you would bear it.
• The trader refunds everything you paid, including standard delivery, no later than 14 days after receiving your statement. It may wait until it has the goods back or proof that you sent them.
• The money is returned by the same means of payment, unless you expressly agree to another, at no extra cost to you.
• You may try the goods as much as needed to see what they are like and how they work. You are liable for any greater loss of value.

4. When this right does not apply

Among others, for:

• goods made to your specifications or clearly personalised,
• goods that spoil quickly or are close to their expiry date,
• sealed goods that cannot be returned for health or hygiene reasons, once unsealed,
• sealed audio and video recordings and software you have unsealed,
• newspapers and magazines (except subscriptions),
• accommodation, transport of goods, car rental, food and drink and leisure activities booked for a specific date,
• services fully performed with your express consent, and digital content whose download you started after expressly agreeing to lose this right.

The right to withdraw is separate from your rights for faulty goods: if the goods are defective, you also have the rights in the guide "Your rights when a product is faulty".

This guide summarises the law and is not legal advice for your particular case. The text of the law published in the Official Gazette of Montenegro prevails.