Obligations of the online shop operator in the event of withdrawal by the consumer


In general, these rules also apply to entrepreneurs from EU Member States in Austria.

If the consumer withdraws from the contract, the online shop operator must reimburse all the payments made by the consumer (including delivery costs) without undue delay (at the latest within 14 days of receiving the declaration of withdrawal).

The online shop operator must use the same means of payment for the reimbursement as that used by the consumer for the payment. This means that reimbursement of the payment in the form of vouchers, for example, is not possible unless the consumer had paid using vouchers.

Another means of payment (e.g. vouchers) can also be agreed between the consumer and the online shop operator for the repayment of payments made. However, this is subject to the condition that the consumer does not incur any additional costs as a result.

In the case of sales contracts and other contracts for the acquisition of goods for valuable consideration, the online shop operator may withhold the reimbursement until he/she

  • has either received the goods back
  • or the consumer has supplied him/her with evidence of having sent the goods back.

This does not apply if the online shop operator has offered to collect the goods himself/herself.

Legal basis

Fern- und Auswärtsgeschäfte-Gesetz (FAGG)

Translated by the European Commission
Last update: 3 July 2023

Responsible for the content: Federal Ministry of Justice

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