Door to door selling / doorstep selling

Last update 11.10.2019

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.

Doorstep selling is allowed outside the consumer's home (e.g. at their place of work or in a shopping mall). However, the consumer retains the right of withdrawal from the contract and is entitled to pre-contractual information, as with any contract entered into outside the business premises of the trader.

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:

NB: the sticker "Keng Reklammen! w.e.g" ("No advertising please") which can often be seen on post boxes only applies to paper ads. It is of no use against doorstep selling.

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.

Providing proof

If the consumer has not placed a sticker or any other sign indicating their rejection of doorstep selling, they must prove by any means that they refused the seller's visit, for example by presenting a witness.
If proof cannot be provided, it is recommended to consumers to make use of their right of withdrawal from the a contract within 14 days.

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:

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

If the consumer gave their express consent to begin the provision of services, thereby acknowledging that they will lose their right of withdrawal once the contract is executed, they can no longer withdraw from it once the provision of services has been completed.

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.

If the consumer does not receive this information, and if said information (or other information that the professional is required to provide) is deemed to be essential, they can request the nullity of the contract in court and the reimbursement of the amounts paid to the professional.

Forms / Online services

Modèle de formulaire de rétractation

Les informations qui vous concernent recueillies sur ce formulaire font l’objet d’un traitement par l’administration concernée afin de mener à bien votre demande.

Ces informations sont conservées pour la durée nécessaire par l’administration à la réalisation de la finalité du traitement

Les destinataires de vos données sont les administrations compétentes dans le cadre du traitement de votre demande. Veuillez-vous adresser à l’administration concernée par votre demande pour connaître les destinataires des données figurant sur ce formulaire. Conformément au règlement (UE) 2016/679 relatif à la protection des personnes physiques à l'égard du traitement des données à caractère personnel et à la libre circulation de ces données, vous bénéficiez d’un droit d’accès, de rectification et le cas échéant d’effacement des informations vous concernant. Vous disposez également du droit de retirer votre consentement à tout moment.

En outre et excepté le cas où le traitement de vos données présente un caractère obligatoire, vous pouvez, pour des motifs légitimes, vous y opposer.

Si vous souhaitez exercer ces droits et/ou obtenir communication de vos informations, veuillez-vous adresser à l’administration concernée suivant les coordonnées indiquées dans le formulaire. Vous avez également la possibilité d’introduire une réclamation auprès de la Commission nationale pour la protection des données ayant son siège à 1 Avenue du Rock'n'Roll, L-4361 Esch-sur-Alzette.

En poursuivant votre démarche, vous acceptez que vos données personnelles soient traitées dans le cadre de votre demande.

Who to contact

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