Last updated: September 1, 2025

 

7. RIGHT OF WITHDRAWAL

7.1. Pursuant to Directive 2011/83/EU of the European Parliament and of the Council and to Government Decree No. 45/2014. (II.26.) on the detailed rules of contracts between consumers and businesses, the Consumer is entitled to a right of withdrawal without giving any reason.

The Consumer may exercise the right of withdrawal or termination, in the case of a contract for the sale of goods:

a) for
aa) the product,
ab) where several products are purchased and delivered at different times, the product last supplied,
ac) where a product consists of several lots or pieces, the last lot or piece supplied,
ad) where products are supplied regularly over a specified period, the first supply,

within fourteen days from the day on which the Consumer or a third party other than the carrier and indicated by the Consumer takes possession of the goods.

If the Service Provider fails to provide this information, the 14-day withdrawal period is extended by twelve months. If the Service Provider provides the information within 12 months after the date of receipt of the goods or the conclusion of the contract, the withdrawal period shall be 14 days from the date on which this information is communicated.

7.2. The Consumer may exercise the right of withdrawal by making an unambiguous statement to that effect or by using the model withdrawal form set out in Annex 2 to Government Decree No. 45/2014. (II.26.).

7.3. The period for exercising the right of withdrawal expires 14 days after the day on which the Consumer or a third party other than the carrier and indicated by the Consumer receives the product.

7.4. The Consumer may also exercise the right of withdrawal in the period between the date of conclusion of the contract and the date of receipt of the product.

7.5. The direct cost of returning the product shall be borne by the Consumer; the Service Provider has not undertaken to bear this cost.

7.6. When exercising the right of withdrawal, the Consumer shall not bear any costs other than the cost of returning the product.

7.7. The Consumer shall not have the right of withdrawal in respect of goods not prefabricated, which are produced on the basis of the Consumer’s instructions or at the Consumer’s express request, or in respect of goods which are clearly personalized to the Consumer.

7.8. The Consumer likewise may not exercise the right of withdrawal (complete list of exceptions based on Section 29 (1) of the Decree):

a) in the case of a contract for the provision of services after the service has been fully performed; however, if the contract imposes a payment obligation on the Consumer, only if performance began with the Consumer’s express prior consent and acknowledgement that the right of withdrawal is lost upon complete performance by the business;
b) for goods or services the price or fee of which depends on fluctuations in the financial market which cannot be controlled by the business and which may occur within the period specified in Section 20 (2);
c) for goods not prefabricated, produced on the basis of the Consumer’s instructions or at the Consumer’s express request, or clearly personalized;
d) for goods which are liable to deteriorate or expire rapidly;
e) for sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery;
f) for goods which, after delivery, are by their nature inseparably mixed with other items;
g) for alcoholic beverages the actual value of which depends on market fluctuations beyond the control of the business, and the price of which was agreed upon at the time of conclusion of the sales contract, but the performance of which can only take place after the thirtieth day from the conclusion of the contract;
h) in the case of contracts where the business is called upon, at the express request of the Consumer, to carry out urgent repair or maintenance work;
i) for the sale of sealed audio or sealed video recordings or sealed computer software, if the seal was broken by the Consumer after delivery;
j) for newspapers, periodicals or magazines, with the exception of subscription contracts;
k) for contracts concluded at a public auction;
l) for contracts for the provision of accommodation (other than for residential purposes), transport of goods, car rental, catering or services related to leisure activities, where the contract provides for a specific date or period of performance;
m) for the supply of digital content not supplied on a tangible medium, if performance has begun with the Consumer’s express prior consent, the Consumer has acknowledged simultaneously that they thereby lose the right of withdrawal/termination upon commencement of performance, and the business has sent confirmation to the Consumer pursuant to Section 12 (2) or Section 18.

7.9. In the event of a contract concluded at a distance, the business shall, without delay but no later than fourteen days from becoming aware of the withdrawal, reimburse the full amount paid by the Consumer as consideration, including any costs incurred in connection with performance. However, the Service Provider is entitled to a right of retention.

7.10. The Service Provider shall use the same means of payment for the reimbursement as that used in the original transaction, unless the Consumer has expressly consented to the use of another method; the Consumer shall not bear any additional costs as a result of such reimbursement.

7.11. The Consumer shall, without undue delay and in any event not later than 14 days from the day on which they communicate their withdrawal from the contract to the Service Provider, return the goods or hand them over to the Service Provider. If the business also sells the goods in a retail premises and the Consumer exercises the right of withdrawal in person at the business’s premises, the Consumer is entitled to return the goods to the business at the same time.

7.12. In the case of withdrawal in writing, it is sufficient to send the withdrawal statement within 14 days.

7.13. The deadline is deemed to be met if the Consumer sends or hands over the product(s) before the 14-day period expires. The return is deemed timely if the Consumer dispatches the product before the deadline.

7.14. The Consumer shall bear only the direct cost of returning the product.

7.15. The Service Provider is not obliged to reimburse the additional costs resulting from the Consumer’s choice of a mode of delivery other than the least expensive standard method of delivery offered by the Service Provider.

7.16. The Service Provider may withhold reimbursement until it has received the goods back or the Consumer has supplied evidence of having sent back the goods, whichever is the earlier.

7.17. If the Consumer wishes to exercise the right of withdrawal, the Consumer may indicate this to the Service Provider via any of the contact details in writing (including by using the annexed model statement), by phone, or even in person. In the case of written notice, the date of posting/handing to a courier/sending the e-mail shall be taken into account; in the case of telephone notice, the date of the telephone notification.

7.18. The Consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

7.19. Government Decree No. 45/2014. (II.26.) on the detailed rules of contracts between consumers and businesses (hereinafter: the “Decree”) is available here.

7.20. Directive 2011/83/EU of the European Parliament and of the Council is available here.

7.21. The Consumer may contact the Service Provider with any other complaint using the contact details provided in this Policy.

7.22. The right of withdrawal applies only to Users who qualify as Consumers under the Civil Code.

7.23. The right of withdrawal does not apply to businesses, i.e. to persons acting within the scope of their profession, self-employment or business activity.

7.24. (Applicable only if the Service Provider also provides services in addition to sales.)
If the Consumer terminates a distance contract after performance has begun, the Consumer shall pay the business an amount proportional to the service performed up to the time the termination is communicated to the business. The amount payable by the Consumer shall be calculated on the basis of the total consideration, including tax, provided for in the contract. If the Consumer proves that the total amount so calculated is excessive, the proportional amount shall be calculated on the basis of the market value of the services performed up to the date of termination of the contract. When determining market value, the consideration at the time of conclusion of the contract for the same services provided by businesses engaged in the same activity shall be taken into account.

When exercising the right of withdrawal/termination, the Consumer shall not bear:

a) the costs in whole or in part of the performance of the service contract if
aa) the business has failed to comply with the information obligation laid down in points i) or k) of Section 11 (1) of the Decree, or
ab) the Consumer did not request performance of the service in accordance with Sections 13 and 19 of the Decree before the expiry of the period specified in Section 20 (2);

b) the costs in whole or in part of supplying digital content not on a tangible medium if
ba) the Consumer did not give express prior consent for performance to begin before the expiry of the period specified in Section 20 (2),
bb) the Consumer, at the same time as giving the consent referred to in point ba), did not declare acknowledgement that they lose the right under Section 20 of the Decree, or
bc) the business failed to provide the confirmation required by Section 12 (2) or Section 18 of the Decree.

7.25. Procedure for exercising the right of withdrawal:

7.25.1. If the Consumer wishes to exercise the right of withdrawal, they must notify the Service Provider of their intention to withdraw using the Service Provider’s contact details.

7.25.2. The Consumer exercises the right of withdrawal in time if they send their withdrawal statement before the expiry of the 14th day from receipt of the product. In the case of withdrawal in writing, it is sufficient to send the withdrawal statement within 14 days.

7.25.3. In case of withdrawal, the Consumer shall, without delay but no later than 14 days from communicating the withdrawal statement, return the ordered product to the Service Provider’s address or hand it over to the Service Provider. The deadline is deemed met if the product is sent before the expiry of the 14-day period (i.e. it need not arrive within 14 days). The Customer shall bear the direct costs incurred in connection with returning the goods due to the exercise of the right of withdrawal. If the business also sells the goods in a retail premises and the Consumer exercises the right of withdrawal in person at the business’s premises, the Consumer is entitled to return the goods to the business at the same time.

7.25.4. The Service Provider is not obliged to reimburse the additional costs resulting from the Consumer choosing a mode of delivery other than the least expensive usual mode of delivery offered by the Service Provider. The Consumer may also exercise the right of withdrawal in the period between the conclusion of the contract and the date of receipt of the product.

7.25.5. Where multiple products are purchased and delivered at different times, the Consumer may exercise the right of withdrawal within 14 days from receipt of the last product supplied; where a product consists of several lots or pieces, within 14 days from receipt of the last lot or piece supplied.

Version: 1 · Date of acceptance: 2025-09-01 · Generation date: 2025-09-01 · Update date: 2025-09-01 · Authenticated and prepared by: Virtualjog.hu

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8. GUARANTEE AND WARRANTY

Defective performance
The Service Provider performs defectively if, at the time of performance, the service does not meet the quality requirements laid down in the contract or by law. The Service Provider does not perform defectively if the entitled party knew of the defect at the time of conclusion of the contract, or should have known of the defect at that time. Any stipulation in a contract between a Consumer and a business that deviates, to the detriment of the Consumer, from the provisions of this chapter on implied warranty (kellékszavatosság) and statutory guarantee (jótállás) shall be null and void. Certain warranty rights are available only to Users who qualify as Consumers under the Civil Code.
A User qualifying as a Business: a person acting within the scope of their profession, self-employment or business activity.

Implied Warranty 

8.1. When may the User rely on implied warranty rights?
In the event of defective performance by the Service Provider, the User may assert a claim for implied warranty against the Service Provider under the rules of the Civil Code.

8.2. What rights does the User have under implied warranty?
At the User’s choice, the User may request repair or replacement, unless the chosen remedy is impossible or would entail disproportionate additional costs for the business compared to other remedies. If repair or replacement is not requested or could not be requested, the User may request a proportionate reduction of the consideration or—ultimately—may withdraw from the contract. The User may switch from the chosen implied warranty right to another; however, the cost of switching shall be borne by the User unless it was justified or was caused by the business.

The Consumer is also entitled—proportionate to the seriousness of the breach—to demand a proportionate reduction of the price, or to terminate the sales contract if

a) the business did not carry out the repair or replacement, or carried it out but did not dismantle and re-install the goods in whole or in part, or refused to bring the goods into conformity;
b) a lack of conformity recurs despite the business’s attempt to bring the goods into conformity;
c) the lack of conformity is so serious as to justify immediate price reduction or immediate termination of the sales contract; or
d) the business did not undertake to bring the goods into conformity, or it is clear from the circumstances that the business will not bring the goods into conformity within a reasonable time or without significant inconvenience to the Consumer.

If the Consumer seeks to terminate the sales contract by reason of defective performance, the burden lies on the business to prove that the defect is minor.

The Consumer is entitled to withhold the remaining part of the purchase price—in whole or in part, proportionate to the seriousness of the breach—until the business fulfils its obligations with regard to conformity and defective performance.

The reasonable time limit for repair or replacement shall be calculated from the time the Consumer notifies the business of the defect. For the purpose of repair or replacement, the Consumer shall make the goods available to the business.

In contracts between Consumers and businesses, the business shall bear the cost of taking back replaced goods. If repair or replacement requires removal of goods that were installed before the lack of conformity became apparent, in a manner consistent with the nature and intended purpose of the goods, the obligation to repair or replace includes removal of the non-conforming goods and installation of the replacement or repaired goods, or bearing the costs of removal and installation.

A price reduction is proportionate if its amount equals the difference between the value the Consumer would have received in the case of proper performance and the value of the goods actually received.

The Consumer may exercise the right to terminate the sales contract by making a legal statement addressed to the business expressing the decision to terminate.

If the lack of conformity relates only to certain goods supplied under the sales contract and the conditions for termination are met in respect of those goods, the Consumer may terminate the contract only for those goods; however, the Consumer may also terminate it for any other goods acquired together if it would not be reasonable to expect the Consumer to keep only the conforming goods.

If the Consumer terminates the sales contract in whole or in part:
a) the Consumer shall return the goods concerned to the business at the business’s expense; and
b) the business shall, without delay, reimburse the Consumer the price paid for the goods concerned as soon as it has received the goods or the proof of dispatch of the goods.

8.3. Within what time limit may the User enforce implied warranty rights?
A User (if qualifying as a Consumer) must notify the defect without delay after its discovery, but no later than two months from discovery. Please note that implied warranty rights may not be enforced after the two-year limitation period from performance (one year for businesses or for used products). (For products with an expiry date, implied warranty may be enforced until the end of the expiry period.)

For goods with digital elements where the sales contract provides for the continuous supply of digital content or a digital service for a specified period, the business is liable for a lack of conformity related to the digital content or digital service if the lack of conformity occurs or becomes apparent
a) within two years from performance where the continuous supply period does not exceed two years; or
b) throughout the entire period of continuous supply where it exceeds two years.

8.4. Against whom may implied warranty claims be enforced?
The User may enforce implied warranty claims against the Service Provider.

8.5. What other condition applies to enforcing implied warranty rights (if the User qualifies as a Consumer)?
Within 1 year from performance, besides notifying the defect, there is no other condition for enforcing implied warranty if the User proves that the product or service was provided by the business operating the webshop. After the expiry of 1 year from performance, the User must prove that the defect recognized by the User already existed at the time of performance.

Product Warranty 

8.6. When may the Consumer rely on product warranty and what rights apply?
In the case of a defect in a movable item, the Consumer may choose to exercise rights under implied warranty or enforce a product warranty claim under the Civil Code. Under product warranty, the Consumer may request repair or replacement of the defective product.

8.7. Against whom may product warranty claims be enforced?
Product warranty rights may be exercised against the manufacturer or distributor of the product (hereinafter together: the “Manufacturer”).

8.8. When is a product considered defective?
A product is defective if it does not meet the quality requirements in force at the time it was placed on the market, or if it does not have the characteristics described by the Manufacturer.

8.9. Within what time limit may the Consumer enforce product warranty?
Product warranty claims may be enforced within two years from the date the product was placed on the market by the Manufacturer. Upon expiry of this period, this right is lost.

8.10. What rule of proof applies to product warranty?
When enforcing a product warranty claim, you must prove that the product defect existed at the time the Manufacturer placed the product on the market.

8.11. When is the Manufacturer released from product warranty obligations?
The Manufacturer is released from product warranty if it proves that

• the product was not manufactured or placed on the market in the course of its business; or

• the defect was not detectable at the time of placing on the market according to the state of scientific and technical knowledge; or

• the defect of the product results from the application of a legal or mandatory administrative requirement.
  To be released, it is sufficient for the Manufacturer to prove one of the above grounds.

Please note that, for the same defect, the Consumer may enforce implied warranty against the business and product warranty against the Manufacturer simultaneously and in parallel. If the product warranty claim is successfully enforced, implied warranty in respect of the replaced product or the repaired part can thereafter be exercised only against the Manufacturer.

Statutory Guarantee — for new durable consumer goods

8.12. When may the Consumer rely on statutory guarantee?
In the case of defective performance, the Service Provider is obliged to provide a statutory guarantee in accordance with Government Decree No. 151/2003. (IX. 22.) on mandatory guarantees for certain durable consumer goods, provided that the User qualifies as a Consumer.

8.13. What rights and time limits apply under the statutory guarantee?
The guarantee period is:
a) two years for a selling price of at least HUF 10,000 but not exceeding HUF 250,000,
b) three years for a selling price above HUF 250,000.
Failure to meet these deadlines results in loss of rights.

The guarantee period starts on the day the consumer good is handed over to the Consumer, or, if installation is carried out by the Service Provider or its agent, on the day of installation.

If the Consumer has the consumer good installed more than six months after handover, the guarantee period starts on the day of handover.

The Consumer may report a repair claim at the Service Provider’s registered office, any sites or branches, and directly at the repair service indicated on the guarantee certificate.

Under the guarantee, the entitled party may, at their choice:

1. request repair or replacement, except where the chosen guarantee right is impossible or would entail disproportionate additional costs for the obligor compared to another guarantee right, taking into account the value of the service in a fault-free state, the seriousness of the breach and the inconvenience caused to the entitled party by performance of the guarantee right; or

2. request a proportionate reduction of the consideration, or withdraw from the contract if the obligor did not undertake repair or replacement, cannot fulfil this obligation (...), or the entitled party’s interest in repair or replacement has ceased.
   Withdrawal is not permitted for minor defects.

Endeavour to complete within 15 days
Under Section 5 of NGM Decree No. 19/2014. (IV. 29.) on procedural rules for handling warranty and guarantee claims relating to goods sold under contracts between consumers and businesses, the Service Provider must endeavour to carry out repair or replacement within 15 days. If the duration of repair or replacement exceeds 15 days, the Service Provider must inform the Consumer of the expected duration of the repair or replacement. With the Consumer’s prior consent, the information may be provided electronically or in another manner suitable for certifying receipt by the Consumer.

If the product proves non-repairable
If, during the first repair within the guarantee period, it is established by the Service Provider that the consumer good is not repairable, in the absence of a different instruction from the Consumer, the Service Provider must replace the product within 8 days. If replacement is not possible, the Service Provider must refund the purchase price to the Consumer within 8 days.

If the product fails for the fourth time
If, within the guarantee period, the consumer good fails again after three repairs, in the absence of a different instruction from the Consumer, the business must replace the product within eight days. If replacement is not possible, the business must refund within 8 days the purchase price indicated on the guarantee certificate or, failing that, on the invoice or receipt issued under the VAT Act.

If repair is not completed within 30 days
If repair is not carried out by the 30th day from the communication of the repair claim to the business, in the absence of a different instruction from the Consumer, the business must replace the product within 8 days following the unsuccessful expiry of the thirty-day deadline. If replacement is not possible, the business must refund—within 8 days following the unsuccessful expiry of the 30-day repair period—the purchase price indicated on the guarantee certificate or, failing that, on the invoice or receipt issued under the VAT Act.

The above three provisions do not apply to electric bicycles, electric scooters, quads, motorcycles, mopeds, passenger cars, motorhomes, caravans, trailer caravans, trailers, and motorized watercraft.

8.14. When is the business released from statutory guarantee obligations?
The Service Provider is released from statutory guarantee obligations only if it proves that the cause of the defect arose after performance. Please note that the Consumer may simultaneously and in parallel enforce implied warranty and statutory guarantee, as well as product warranty and statutory guarantee, for the same defect. However, if the Consumer has successfully enforced a claim due to defective performance (e.g. the business replaced the product), the Consumer may no longer make a claim on another legal basis for the same defect.

8.15. The Service Provider is not liable under guarantee beyond the guarantee period (professionally expected service life) for damage resulting from natural wear and tear/obsolescence.

8.16. The Service Provider is likewise not liable under warranty or guarantee for damage arising after the transfer of risk from improper or negligent handling, excessive use, exposure to conditions other than those specified, or other non-intended use of the products.

8.17. If, due to a defect in the consumer good, the Consumer asserts a replacement claim within three working days from purchase (installation), the Service Provider must replace the consumer good, provided the defect prevents proper intended use.

8.18. What additional requirements may be imposed as a condition for exercising guarantee rights?
Special requirements (e.g. periodic inspection) may be imposed on the Consumer to ensure proper installation or operation of the consumer good, provided proper installation or operation cannot be ensured otherwise and compliance does not impose a disproportionate burden on the Consumer.

8.19. The list of consumer goods subject to mandatory guarantee is available here: Decree No. 10/2024. (VI. 28.) of the Ministry of Justice on defining the scope of durable consumer goods subject to mandatory guarantee.

Version: 1 · Date of acceptance: 2025-09-01 · Generation date: 2025-09-01 · Update date: 2025-09-01 · Authenticated and prepared by: Virtualjog.hu

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9. PROCEDURE FOR HANDLING WARRANTY CLAIMS

(FOR USERS QUALIFYING AS CONSUMERS)

9.1. In contracts between Consumers and businesses, the parties may not deviate, to the detriment of the Consumer, from the provisions of NGM Decree No. 19/2014. (IV. 29.) on procedural rules for handling warranty and guarantee claims relating to goods sold under contracts between consumers and businesses.

9.2. The Consumer is obliged to prove conclusion of the contract (by invoice or even by receipt).

9.3. Costs related to the fulfilment of warranty obligations shall be borne by the Service Provider (Civil Code Section 6:166).

9.4. The Service Provider must draw up a report (minutes) on the warranty or guarantee claim submitted by the Consumer.

9.5. A copy of the report must be made available to the Consumer without delay and in a verifiable manner.

9.6. If, at the time of notification, the Service Provider cannot state whether the Consumer’s warranty or guarantee claim can be fulfilled, the Service Provider must inform the Consumer—within five working days and in a verifiable manner—of its position, including, in the event of rejection, the reasons for rejection and the possibility of referring the matter to a conciliation board.

9.7. The Service Provider must retain the report for three years from the date of its preparation and present it to the supervisory authority upon request.

9.8. The Service Provider must endeavour to carry out repair or replacement within fifteen days. If the duration of repair or replacement exceeds 15 days, the Service Provider must inform the Consumer of the expected duration of the repair or replacement. With the Consumer’s prior consent, the information may be provided electronically or in another manner suitable for certifying receipt by the Consumer.