How to cancel an online purchase and notify the seller

When this applies

This pro­ce­dure con­cerns a con­tract that a con­sumer entered into re­mote­ly with a seller through a Lviv online store or another website. Assess the right to with­draw under Article 13 of current Law No. 1023-XII. A regular pur­chase at a phys­i­cal store re­quires a dif­fer­ent check: ex­change of goods of proper quality and the rel­e­vant 14-day cal­cu­la­tor.

Which deadline or procedure applies

First es­tab­lish what you bought. For tan­gi­ble goods, actual receipt or first de­liv­ery matters; for a service, look at con­fir­ma­tion of the re­quired in­for­ma­tion; for a spe­cif­ic service paid for using telecom­mu­ni­ca­tions means, look at the con­tract date. The trig­ger­ing day is ex­clud­ed: under Article 253 of the Civil Code, the period begins on the next cal­en­dar day. The online pur­chase with­draw­al cal­cu­la­tor can help de­ter­mine the un­ad­just­ed final date.

Proper con­fir­ma­tion leads to the basic 14-day cal­en­dar. If you re­ceived con­fir­ma­tion but it does not meet Article 13 re­quire­ments, check the 90-day branch. If the seller cor­rects the defect during that period, a new 14 days begins on the cor­rec­tion date. If there is no con­fir­ma­tion at all, do not au­to­mat­i­cal­ly enter 90 days; es­tab­lish the facts and legal basis first.

How to proceed step by step

1. Compare the seller details on the receipt and con­tract with the plat­form name. The mar­ket­place and the con­tract­ing seller may be dif­fer­ent.
2. Record the date you re­ceived the goods or the other rel­e­vant trig­ger­ing event. Keep the seller’s con­fir­ma­tion and any cor­rect­ed ver­sions of mes­sages.
3. Check Article 13 ex­cep­tions, in­clud­ing custom-made items and certain types of goods or ser­vices. Do not rely on a seller’s generic “non-re­turn­able” label.
4. Write a short notice stating who you are, which con­tract and goods are in­volved, when you re­ceived them, that you are with­draw­ing from the dis­tance con­tract, and how you would like the seller to respond. Clearly state your de­ci­sion and order details.
5. Send the notice by a method that can prove the re­cip­i­ent, full con­tents, and sending date; if pos­si­ble, keep proof of de­liv­ery too. Article 13 also allows the return of tan­gi­ble goods to in­di­cate with­draw­al, but a sep­a­rate notice reduces dis­putes about what you meant.
6. Arrange the prac­ti­cal return of the item and set­tle­ment sep­a­rate­ly. Do not assume a uni­ver­sal 30-day re­pay­ment dead­line without check­ing the spe­cif­ic rule and con­tract.

Example and local evidence

A buyer placed an order with an online store on 2 Sep­tem­ber and col­lect­ed the goods at a branch in Stryi on 5 Sep­tem­ber. The con­firmed col­lec­tion date matters for the cal­en­dar, not the time of payment on the website. The first cal­en­dar day is 6 Sep­tem­ber, and the un­ad­just­ed 14th day is 19 Sep­tem­ber 2026. This example applies only where con­fir­ma­tion is proper and no ex­cep­tion applies; verify the actual time­line against your doc­u­ments.

When a Lviv seller ships goods to a dis­trict in the oblast, keep the waybill showing the actual col­lec­tion date, carrier records, and cor­re­spon­dence about the con­tents of the parcel. If the receipt names a dif­fer­ent legal entity, check exactly whom to notify of the with­draw­al.

What to check before submitting

Compare the pur­chase date, actual receipt date, con­fir­ma­tion of in­for­ma­tion, and date the with­draw­al notice was sent. Check whether the goods are de­fec­tive or the service has already been fully per­formed, since those sit­u­a­tions require a sep­a­rate as­sess­ment. If the seller refuses, ask for the reason in writing and keep all cor­re­spon­dence. The cal­cu­la­tor does not au­to­mat­i­cal­ly move a final day that falls on a weekend: apply Article 254(5) of the Civil Code and the op­er­at­ing hours at the place where the action is taken to the facts. Sending notice earlier is safer.

When to consult a lawyer

A lawyer in Lviv can help if the seller dis­putes whether the sale was remote, the de­liv­ery date in Lviv Oblast, whether the con­fir­ma­tion was com­plete, who re­ceived the notice, or relies on a ques­tion­able ex­cep­tion. The review should be based on your doc­u­ments and time­line, not only a screen­shot of your account page.