{"id":27735,"date":"2020-12-17T00:03:35","date_gmt":"2020-12-16T22:03:35","guid":{"rendered":"https:\/\/www.e2.law\/?p=27735"},"modified":"2024-05-16T09:53:21","modified_gmt":"2024-05-16T07:53:21","slug":"le-droit-de-retractation","status":"publish","type":"post","link":"https:\/\/www.e2.law\/fr\/2020\/12\/17\/le-droit-de-retractation\/","title":{"rendered":"Le droit de r\u00e9tractation"},"content":{"rendered":"

Un consommateur qui a conclu un contrat \u00e0 distance ou hors \u00e9tablissement, sur un e-shop par exemple, dispose d\u2019un d\u00e9lai de r\u00e9tractation qui lui permet de changer d\u2019avis et de se r\u00e9tracter de ce contrat sans devoir justifier son choix.<\/p>\n

Cette facult\u00e9 est pr\u00e9vue par la loi, les e-shops ne peuvent donc pas y \u00e9chapper. Vous trouverez dans cette note les principales informations concernant ce droit de r\u00e9tractation et les obligations auxquelles vous \u00eates soumis en tant que vendeur en ligne.<\/p>\n

\"\"<\/p>\n

1.\u00a0\u00a0 Informations \u00e0 fournir aux consommateurs<\/h1>\n

Le consommateur doit conna\u00eetre l\u2019existence (ou l\u2019absence, dans les cas pr\u00e9vus par la loi) de son droit de r\u00e9tractation et de la mani\u00e8re dont il peut l\u2019exercer.<\/p>\n

Il est tr\u00e8s important de respecter ces exigences. Si le consommateur n\u2019est pas correctement inform\u00e9 de l\u2019existence d\u2019un droit de r\u00e9tractation, ce d\u00e9lai de r\u00e9tractation sera rallong\u00e9 de 12 mois \u00e0 compter de la fin du d\u00e9lai initial de 14 jours. Si vous communiquez au consommateur les informations utiles dans ce d\u00e9lai de 12 mois, alors le d\u00e9lai de r\u00e9tractation expirera au terme d\u2019une p\u00e9riode de 14 jours \u00e0 compter du jour o\u00f9 le consommateur a re\u00e7u ces informations.<\/strong><\/p>\n

Pour plus d\u2019informations sur les informations obligatoires \u00e0 mentionner sur votre e-shop, cliquez ici<\/a>.<\/p>\n

2.\u00a0\u00a0 L\u2019exercice du droit de r\u00e9tractation par le consommateur<\/h1>\n

2.1. Comment doit-il exercer son droit\u00a0?<\/h2>\n

Le consommateur devra vous informer de son souhait avant l\u2019expiration du d\u00e9lai. Il doit le faire sans ambigu\u00eft\u00e9, par le moyen de son choix\u00a0: lettre, appel t\u00e9l\u00e9phonique ou renvoi du bien avec d\u00e9claration explicite.<\/p>\n

Vous pouvez \u00e9galement mettre \u00e0 disposition des consommateurs un formulaire \u00e0 remplir en ligne. Dans ce cas, vous devrez faire parvenir un accus\u00e9 de r\u00e9ception sur un support durable, par email par exemple.<\/p>\n

2.2. Dans quel d\u00e9lai\u00a0?<\/h2>\n

Le consommateur peut faire usage de son droit de r\u00e9tractation pendant 14 jours calendrier.<\/p>\n

S\u2019il s\u2019agit d\u2019un contrat de service, le service peut \u00eatre prest\u00e9 avant la fin du d\u00e9lai de r\u00e9tractation mais il faut alors le consentement expr\u00e8s du consommateur. Le consommateur ne perd pas son droit de r\u00e9tractation mais pourrait \u00eatre tenu de payer le montant proportionnel au service d\u00e9j\u00e0 fourni.<\/p>\n

2.3. Quand commence ce d\u00e9lai\u00a0?<\/h2>\n

Si le contrat est un contrat de livraison de bien, le d\u00e9lai commence le jour o\u00f9 le consommateur, ou une autre personne d\u00e9sign\u00e9e par lui, prend possession physiquement du bien.<\/p>\n

Si le contrat est un contrat de prestation de service, c\u2019est le jour de la conclusion du contrat qui compte.<\/p>\n

2.4. Tous les biens et services sont-ils concern\u00e9s\u00a0?<\/h2>\n

Non. Le Code de droit \u00e9conomique contient une liste de 14 contrats qui sont exclus du b\u00e9n\u00e9fice du droit de r\u00e9tractation. Cela concerne notamment les services d\u00e9j\u00e0 ex\u00e9cut\u00e9s, les biens personnalis\u00e9s, les biens qui se p\u00e9riment rapidement ou le contenu num\u00e9rique non fourni sur un support num\u00e9rique.<\/p>\n

La liste compl\u00e8te se trouve ici<\/a>.<\/p>\n

3.\u00a0\u00a0 Le remboursement<\/h1>\n

3.1. Que dois-je rembourser\u00a0?<\/h2>\n

Si le consommateur fait correctement usage de son droit de r\u00e9tractation, vous devrez lui rembourser les paiements que vous avez re\u00e7u, en ce compris les frais de livraison standard.<\/p>\n

3.2. Dans quel d\u00e9lai\u00a0?<\/h2>\n

Le remboursement doit se faire sans retard excessif et au plus tard dans les 14 jours suivant celui o\u00f9 vous avez \u00e9t\u00e9 inform\u00e9 de la d\u00e9cision du consommateur.<\/p>\n

3.3. Renvoi du bien achet\u00e9<\/h2>\n

Dans le cadre d\u2019un contrat de vente, vous pouvez diff\u00e9rer le remboursement soit jusqu\u2019\u00e0 r\u00e9cup\u00e9ration du bien, soit jusqu\u2019\u00e0 ce que le consommateur vous ait fourni la preuve d\u2019exp\u00e9dition du bien, la date retenue \u00e9tant celle du premier de ces faits.<\/p>\n

Le consommateur doit vous renvoyer le bien sans retard excessif et au plus tard dans les quatorze jours qui suivent sa d\u00e9cision de se r\u00e9tracter.<\/p>\n

Pour pouvoir se r\u00e9tracter, le consommateur ne doit avoir utilis\u00e9 le bien que pour en \u00e9tablir la nature, les caract\u00e9ristiques et le bon fonctionnement. Au-del\u00e0, le consommateur devra compenser la d\u00e9pr\u00e9ciation du bien et la diminution de valeur subie par le bien en cons\u00e9quence.<\/p>\n

3.4. Comment dois-je rembourser\u00a0?<\/h2>\n

En principe, vous devez rembourser le consommateur en utilisant le m\u00eame moyen de paiement que celui qu\u2019il a utilis\u00e9.<\/p>\n

4.\u00a0\u00a0 O\u00f9 est-ce que je peux trouver ces r\u00e8gles\u00a0?<\/h1>\n

Le droit de r\u00e9tractation est r\u00e9gi par les articles VI.47 \u00e0 VI.53 du Code de droit \u00e9conomique. Vous pouvez les retrouver ici<\/a>.<\/p>\n

<\/div><\/pre>\n
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