YKLawyer in KyivLaw firm · Kyiv
ENG
+380 (66) 054 28 04Consultation

Guide4 min read

Doc­u­ments and appeals

How to cancel an online purchase and notify the seller

Online pur­chas­es follow the sep­a­rate pro­ce­dure in Article 13. De­ter­mine when you re­ceived the goods or con­fir­ma­tion of the re­quired in­for­ma­tion, check for ex­cep­tions, and notify the seller in a way that pre­serves proof of the date and con­tents.

Legal dossier prepared for reading the guide
Current
30 Sep­tem­ber 2026
Reading
4 min
Focus
Kyiv
Briefly

What you should know

  • Under current Article 13, a con­sumer no­ti­fies the seller of with­draw­al from a dis­tance con­tract; the ap­plic­a­ble cal­en­dar depends on con­fir­ma­tion of in­for­ma­tion and the type of pur­chase.
  • The usual ref­er­ence period is 14 days; de­fec­tive con­fir­ma­tion may allow 90 days, and cor­rec­tion within those 90 days starts a new 14-day period.
  • Do not au­to­mat­i­cal­ly treat missing con­fir­ma­tion as de­fec­tive con­fir­ma­tion; check the doc­u­ments and ex­cep­tions.
  • Keep the notice, proof that it was sent, and the goods de­liv­ery records.

When this applies

This pro­ce­dure con­cerns a con­tract that a con­sumer entered into re­mote­ly with a seller through a Kyiv mar­ket­place 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

An order was placed through a Kyiv mar­ket­place on 2 Sep­tem­ber, and a courier handed over the parcel in Darnyt­skyi Dis­trict on 5 Sep­tem­ber. The order date does not replace the receipt date. 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.

If a courier de­liv­ered the goods in Kyiv, keep the elec­tron­ic han­dover report or de­liv­ery-service no­ti­fi­ca­tion; for an address in the oblast, keep the branch details and track­ing record. The mar­ket­place name may not match the seller on the receipt, so address the claim to the correct con­tract­ing party.

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 Kyiv can help if the seller dis­putes whether the sale was remote, the de­liv­ery date in Kyiv 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.

Documents

What to prepare

  • The order, con­tract, receipt, and details of the actual seller, not only the website name.
  • The seller’s con­fir­ma­tion of in­for­ma­tion, cor­rect­ed ver­sions, and time­stamps showing when they were re­ceived.
  • A de­liv­ery note, courier report, or carrier record showing actual receipt of the goods.
  • A copy of the with­draw­al notice with dated proof of sending and, if avail­able, proof of de­liv­ery.
  • Photos of the goods, their con­tents, and pack­ag­ing, plus records of re­turn­ing the item.
Risks

Common mistakes

  • Count­ing from the order or payment date without check­ing the trig­ger­ing event.
  • As­sum­ing a 90-day period applies when­ev­er the seller did not send con­fir­ma­tion.
  • Re­turn­ing a parcel without dated ev­i­dence or record­ing the purpose of the return.
  • Ig­nor­ing statu­to­ry ex­cep­tions for custom-made items and certain ser­vices.
  • Ap­ply­ing the dis­tance-con­tract pro­ce­dure to an in-store ex­change of con­form­ing goods under Article 9.

Official sources

Prepared
This ma­te­r­i­al was pre­pared for the website’s ref­er­ence section based on of­fi­cial sources.
Control
Before pub­li­ca­tion, the editors check legal state­ments against the cited of­fi­cial sources and the date they were current.
Important
This guide is in­for­ma­tion­al. A de­ci­sion re­quires review of the doc­u­ments, dead­lines, and factual cir­cum­stances.

Current as of . The ma­te­r­i­al depends on the doc­u­ments and cir­cum­stances of the spe­cif­ic case.

Frequently asked questions

Frequently asked questions

Should I count 14 days from the order payment?

Not au­to­mat­i­cal­ly. For tan­gi­ble goods, check actual receipt or first de­liv­ery; for a service, check the rel­e­vant con­fir­ma­tion; for a special telecom­mu­ni­ca­tions service, check the date the con­tract was con­clud­ed.

What is a defect in the seller’s confirmation?

It means the con­fir­ma­tion does not meet Article 13 re­quire­ments. Iden­ti­fy the spe­cif­ic missing in­for­ma­tion and its date; the seller’s silence alone does not au­to­mat­i­cal­ly create a 90-day period.

Does a new 14-day period start after correction?

Yes, if the seller cor­rect­ed the con­fir­ma­tion defects within the rel­e­vant 90-day period. Keep ev­i­dence of the date you re­ceived the cor­rect­ed in­for­ma­tion.

Is a message in the marketplace chat enough?

Check whether the chat is ad­dressed to the seller and whether you can pre­serve the com­plete, un­al­tered text, sending date, and tech­ni­cal records. The re­li­able method depends on the con­tract and cir­cum­stances.

When do I need a different procedure?

If you bought the item in a regular store, the goods are de­fec­tive, an Article 13 ex­cep­tion applies, or the dispute con­cerns service per­for­mance, the pro­ce­dure must be as­sessed sep­a­rate­ly.

Related materials

What else may be helpful

Calculator14-day calculator for exchanging or returning goodsShows: the unadjusted 14th calendar day and the available demand route.CalculatorOnline purchase withdrawal deadline calculatorShows the preliminary 14th- or 90th-calendar-day date under a distance contract.GuideHow to exchange or return goods of proper quality within 14 daysLearn about the 14-day period, conditions for exchanging goods of proper quality, exceptions, documents and how to make a written request to the seller.GuideHow to claim a penalty for a delayed service or jobHow to prove the service deadline and price in Kyiv, calculate the penalty under Article 10, prepare a claim, and choose a consumer protection route.GuideHow to claim a penalty for overdue warranty repairsA step-by-step guide to documenting a warranty repair request, counting days of delay, preparing a claim, and checking the evidence.

Free initial con­sul­ta­tion

Need help with: Withdrawal from a distance purchase?

Briefly de­scribe the sit­u­a­tion. We will check which doc­u­ments and dead­lines are crit­i­cal in your case.

  • a phone number or brief de­scrip­tion is enough
  • after the first contact, the next step should be clear
  • the form uses the same request sub­mis­sion route