A professional sales representative can visit the home of a consumer and offer goods or services that have not been sollicited by the consumer.

In the event of a doorstep sale (also hawking/peddling), the consumer is granted certain rights which protect them from abuse, namely:

• the right to refuse every type of door to door selling at their home;
• if the consumer accepts door to door selling, they are granted a right of withdrawal of 14 days.

Who is concerned

Each professional or representative (sales representative, commercial representative, etc.) who act in the name or on behalf of a professional within the framework of a commercial, industrial, craft or liberal activity must comply with the consumer's right to refuse doorstep selling at home or the right of withdrawal of 14 days after the delivery of the merchandise or after the conclusion of a sales contract in the case of a provision of services.

How to proceed

Rejection of doorstep selling with the sticker "Colportage non merci" ("No doorstep selling please")

If the consumer places a sticker or any other sign indicating the rejection of doorstep selling at the entrance of their home, the sales representatives are not allowed to offer their goods or services.

Sticker "Colportage non merci!" ("No doorstep selling please")

The consumer can display their refusal of doorstep selling in their home by placing a sticker or any other distinctive sign:

• on their front door or next to it; or
• at the entrance to their apartment; or
• at the main entrance to the apartment building, e.g. on the doorbell or postbox.

The consumer can choose type and wording of the refusal. The refusal must be clearly stated, e.g.: "Colportage Nee merci", "Pas de colportage", "Non au porte à porte", "Colporteurs et démarcheurs interdits d’accès", "Keine Haustürgeschäfte", etc. (No door to door selling, doorsteep selling - no thank you...).

A free sticker is available at:

• the ULC, the Luxembourg consumer protection association;
• the ECC;
• the communal administrations (check with your commune);
• the Grand Ducal Police.

Penalties for unsolicited doorstep selling

If in spite of a sticker, the sales representative still continues to offer their goods or services, the consumer who signed a contract with the sales representative after all, is allowed to request the following in court:

• the nullity of the signed contract;
• the reimbursement of the sums paid.

Moreover, the professional sales representative is risking (whether the consumer has signed the contract or not):

• a fine of up to EUR 120,000;
• and the confiscation of the goods and their vehicle, even if they are not the owner.

Rejection of doorstep selling without the sticker "Colportage non merci" ("No doorstep selling please")

If the consumer has not placed a sticker or any other sign indicating their rejection of doorstep selling at the entrance of their home, they can still refuse doorstep selling.

Verbal rejection of doorstep selling

If the consumer has not put up any signs indicating his refusal of doorstep selling at the entrance of their home, they can still ask the sales representative to leave and/or no to come back.

In this case, the representative is not allowed to offer the goods or services.

Penalties for unsolicited doorstep selling

If in spite of the consumer's refusal, the sales representative still continues to offer their goods or services, the consumer who signed a contract with the sales representative after all, is allowed to request the following in court:

• the nullity of the signed contract;
• the reimbursement of the sums paid.

Moreover, the professional sales representative is risking (whether the consumer has signed the contract or not) a fine of up to EUR 120,000.

Acceptance of doorstep selling

If the consumer has not placed a sticker or any other sign indicating his rejection of doorstep selling at the entrance to their home and if they accept doorstep selling, the sales representatives can legally offer their goods or services.

Right of withdrawal

A consumer who invites a sales representative to their home and purchases a good or service has an unconditional right of withdrawal of 14 calendar days starting:

• on the day on which the contract is signed, for contracts for the provision of services; or
• or contracts for the delivery of goods.

Before the signature of any contract, the sales representative must:

• inform the consumer about their right of withdrawal;
• and provide them with a special withdrawal form.

If the sales representative has not provided such a form, the right of withdrawal deadline is extended by one year and the sales representative cannot request any damages for a loss of value due to the use of the goods during that time or for services performed.

Right to information

Before the signature of a contract, the sales representative must inform the consumer about:

• the main characteristics of the product or service;
• the total price;
• their identity, address, telephone number and email address, if available, so that the consumer can contact the sales representative if needed;
• the identity of the sales professional for whom they work;
• the delivery date of the goods or service;
• the transport costs;
• the right of withdrawal and the special withdrawal form.

The consumer is entitled to receive this information on paper.

Forms / Online services

Who to contact