Door to door selling / doorstep selling

Last update

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! wgl." ("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:

  • inform the consumer about their right of withdrawal;
  • and provide them with a special withdrawal form (see "Online services and forms").

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.

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 (see "Online services and forms").

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.

Online services and forms

Who to contact

Luxembourg Consumer Association (ULC)

  • Luxembourg Consumer Association (ULC)

    Address:
    55, rue des Bruyères L-1274 Howald Luxembourg
    Email address:
    info@ulc.lu
    Closed ⋅ Opens Monday at 8.00
    Sunday:
    Closed
    Monday:
    8.00 to 12.00
    Tuesday:
    8.00 to 12.00
    Wednesday:
    8.00 to 12.00
    Thursday:
    8.00 to 12.00
    Friday:
    8.00 to 12.00
    Saturday:
    Closed
    Legal advice: Monday to Friday from 8.00 to 12.00 without appointment / in the afternoon only with appointment

European Consumer Centre

  • European Consumer Centre

    Address:
    271, route d'Arlon L-1150 Luxembourg Luxembourg
    Closed ⋅ Opens Monday at 9.00
    Sunday:
    Closed
    Monday:
    9.00 to 16.00
    Tuesday:
    9.00 to 16.00
    Wednesday:
    9.00 to 13.00
    Thursday:
    9.00 to 16.00
    Friday:
    9.00 to 16.00
    Saturday:
    Closed
    Opening hours and telephone reception hours:
    Monday to Friday from 09.00 - 16.00, except on Wednesdays (09.00 - 13.00).

Communes (communal administrations)

  • Beaufort

    Address:
    9, rue de l'Eglise L-6315 Beaufort Luxembourg
    Fax:
    (+352) 86 93 88
    Monday to Friday: 08.30 - 12.00 and 14.00 - 16.30 (closed on Thursday afternoon) / open until 20.00 on Wednesdays
  • Bech

    Address:
    1, Enneschtgaass L-6230 Bech Luxembourg
    Fax:
    (+352) 79 06 74
    Email address:
    bech@pt.lu
    Monday to Friday: 08.00 - 12.00 and 13.00 - 17.00 (closed on Monday afternoons); Thursday: 13.00 - 19.00 (open until 17.00 during school holidays)
  • Beckerich

    Address:
    6, Dikrecherstrooss L-8523 Beckerich Luxembourg
    Fax:
    (+352) 23 62 91 62
    Monday, Tuesday, Thursday, Friday: 08.30 - 12.00; Wednesday: 08.30 - 12.00 and 14.00 - 17.45
  • Berdorf

    Address:
    5, rue de Consdorf L-6551 Berdorf Luxembourg
    Fax:
    (+352) 79 91 89
    Monday to Friday: 08.00 - 12.00; Monday to Wednesday: 14.00 - 16.00; Thursday: 14.00 - 19.00
  • Bertrange

    Address:
    2, beim Schlass L-8058 Bertrange Luxembourg
    B.P. 28 L-8005 Bertrange
    Fax:
    (+352) 26 31 27 57
    Monday to Friday: 08.00 - 12.00 and 13.00 - 16.00
  • Bettembourg

    Address:
    13, rue du Château L-3217 Bettembourg Luxembourg
    B.P. 29 L-3201 Bettembourg
    Fax:
    (+352) 51 80 80-601
    Monday to Friday: 08.30 - 11.30 and 14.00 - 16.30 / "Biergerzenter" open until 19.00 on Thursdays
  • Bettendorf

    Address:
    1, rue Neuve L-9353 Bettendorf Luxembourg
    Fax:
    (+352) 80 92 34
    Monday: 08.00 - 11.30 and 14.00 - 18.45; Tuesday to Friday: 08.00 - 11.30 and 14.00 - 16.30 (closed on Wednesdays)
  • Betzdorf

    Address:
    11, rue du Château L-6922 Berg Luxembourg
    B.P. 2 L-6901 Roodt/Syre
    Fax:
    (+352) 77 00 82
    Lundi à vendredi: 08.00 - 12.00 et 13.30 - 16.30
    (bureau de la population et état civil) / Uniquement sur RDV: lundi, mardi, jeudi, vendredi: 16.30 - 17.00; mercredi: 07.00 - 08.00
  • Bissen

    Address:
    1, rue des Moulins L-7784 Bissen Luxembourg
    B.P. 25 L-7703 Bissen
    Fax:
    (+352) 85 97 63
    Monday: 08.30 - 11.30 and 13.30 - 18.30 (only population service);
    Tuesday to Friday: 08.30 - 11.30 and 13.30 - 16.30 (closed on Thursday morning)
  • Biwer

    Address:
    6, Kiirchestrooss L-6834 Biwer Luxembourg
    Fax:
    (+352) 71 90 25
    Lundi à vendredi: 08.00 - 11.30
    (fermé le 1ier mercredi de chaque mois le matin, ouvert le 1ier mercredi de chaque mois l'après-midi de 14.00 - 18.00)
  • Boulaide

    Address:
    3, rue de la Mairie L-9640 Boulaide Luxembourg
    Fax:
    (+352) 99 36 92
    Monday, Thursday: 14.00 - 17.00; Tuesday, Wednesday, Friday: 08.30 - 12.00
  • Bourscheid

    Address:
    1, Schlassweee L-9140 Bourscheid Luxembourg
    Fax:
    (+352) 99 03 57-565
    Monday to Friday: 08.00 - 12.00; Monday: 14.00 - 18.00; Tuesday to Friday: 14.00 - 16.00 (except on Wednesdays)
  • Bous-Waldbredimus

    Address:
    20, rue Luxembourg L-5408 Bous Luxembourg
    Phone:
    (+352) 28 86 04 01
    Biergerzenter
    Fax:
    (+352) 28 86 04 109
    Other services: please make an appointment during normal office hours
  • Clervaux

    Address:
    Montée du Château L-9712 Clervaux Luxembourg
    B.P. 35 L-9701 Clervaux
    Fax:
    (+352) 27 800-900
    Lundi à vendredi: 08.00 - 11.30; mardi à vendredi: 14.00 - 16.30
    mercredi ouvert jusqu'à 19.00 (uniquement bureau de la population, sauf la veille d'un jour férié)
  • Colmar-Berg

    Address:
    5, rue de la Poste L-7730 Colmar-Berg Luxembourg
    B.P. 10 L-7701 Colmar-Berg
    Fax:
    (+352) 83 55 43-225
    Monday to Thursday: 08.00 - 12.00; Wednesday: 13.00 - 17.00 (closed on Fridays)
  • Consdorf

    Address:
    8, route d'Echternach L-6212 Consdorf Luxembourg
    Fax:
    (+352) 79 04 31
    Monday to Friday: 08.00 - 12.00 and 14.00 - 16.00; open until 18.00 on Tuesdays
  • Contern

    Address:
    4, Place de la Mairie L-5310 Contern Luxembourg
    Fax:
    (+352) 35 72 36
    Monday-Friday: 08.15 - 11.30 and 13.30 - 16.30 / or by appointment between 07.00 - 08.15 and 16.30 - 18.30
  • Dalheim

    Address:
    Gemengeplaz L-5680 Dalheim Luxembourg
    Fax:
    (+352) 23 60 53-50
    Closed Monday and Friday afternoon; appointments can be made for urgent administrative matters.
  • Diekirch

    Address:
    27, avenue de la Gare L-9233 Diekirch Luxembourg
    B.P. 145 L-9202 Diekirch
    Fax:
    (+352) 80 87 80-250
    Lundi à vendredi: 08.30 - 11.30 et 14.00 - 16.30 / Bureau de la population et état civil: mercredi jusqu'à 18.00
  • Differdange

    Address:
    40, avenue Charlotte L-4530 Differdange Luxembourg
    B.P. 12 L-4501 Differdange
    Fax:
    (+352) 58 77 1-1210
    Monday and Friday: 08.00 - 11.30 and 13.30 - 16.30 / the "Biergeramt" is also open on Saturday morning: 09.00 - 11.00
  • Dippach

    Address:
    11, rue de l'Eglise L-4994 Schouweiler Luxembourg
    B.P. 59 L-4901 Bascharage
    Fax:
    (+352) 27 95 25-299
    Email address:
    commune@dippach.lu
    Monday to Friday: 08.00 - 12.00 and 14.00 - 17.00; open until 18.00 on Mondays; Wednesday from 07.30
  • Dudelange

    Address:
    Place de l'Hôtel de Ville L-3590 Dudelange Luxembourg
    B.P. 73 L-3401 Dudelange
    Fax:
    (+352) 51 61 21-299
    Monday, Tuesday and Friday: 8.00-12.00 and 13.00-17.00; Wednesday: 8.00-12.00 and 13.00-19.00; Thursday: 8.00-17.00
  • Echternach

    Address:
    2, place du Marché L-6460 Echternach Luxembourg
    B.P. 22 L-6401 Echternach
    Fax:
    (+352) 72 92 22-51
    Lundi à jeudi: 08.30 -11.30 et 14.00 - 16.30 ; vendredi: 08.30 - 13.00 heures / Bureau de la population et état civil: lundi ouvert jusqu’à 19.00
  • Ell

    Address:
    27, Haaptstrooss L-8530 Ell Luxembourg
    B.P. 9 L-8501 Redange/Attert
    Fax:
    (+352) 26 62 38-55
    Monday, Wednesday, Friday: 08.15 - 11.45; Thursday: 13.30 - 18.30
  • Erpeldange sur Sûre

    Address:
    21, Porte des Ardennes L-9145 Erpeldange-sur-Sûre Luxembourg
    B.P. 39 L-9001 Ettelbruck
    Fax:
    (+352) 81 97 08
    Monday: 07.30 - 11.30 and 13.00 - 18.00; Tuesday, Thursday, Friday: 07.30 - 11.30 and 13.00 - 16.30; closed on Wednesday
  • Esch sur Alzette

    Address:
    Place de l'Hôtel de Ville L-4002 Esch-sur-Alzette Luxembourg
    B.P. 145 L-4002 Esch-sur-Alzette
    Fax:
    (+352) 54 35 14 667
    Monday to Friday: 08.00 - 17.00 ("Biergeramt")
  • Esch-sur-Sûre

    Address:
    1, an der Gaass L-9150 Eschdorf Luxembourg
    Fax:
    (+352) 83 91 12-25
    Monday to Thursday: 08.00 - 11.30 and 13.00 - 16.30 ; open until 18.30 on Mondays, Friday: 08.00 - 11.30
  • Ettelbruck

    Address:
    Place de l'Hôtel de Ville L-9087 Ettelbruck Luxembourg
    B.P. 116 L-9002 Ettelbruck
    Fax:
    (+352) 81 91 81-364
    Monday to Friday: 08.00 - 11.30 and 13.30 - 16.30; open until 18.30 on Wednesdays
  • Feulen

    Address:
    25, route de Bastogne L-9176 Niederfeulen Luxembourg
    Fax:
    (+352) 81 79 08
    Monday, Tuesday, Wednesday and Friday: 08.00 - 12.00 (closed on Thursday morning and Friday afternoon); Monday; 13.00 - 16.00; Wednesday: 13.00-17.00,; Thursday: 13.00 - 18.00
  • Fischbach

    Address:
    1, rue de l'Eglise L-7430 Fischbach Luxembourg
    Fax:
    (+352) 32 70 84-50
    Monday-Friday: 08.30 - 11.30 and 14.00 - 18.00
  • Flaxweiler

    Address:
    1, rue de Berg L-6926 Flaxweiler Luxembourg
    Fax:
    (+352) 77 08 33
    Monday to Friday: 08.30 - 11.30 and 13.30 - 16.30
  • Frisange

    Address:
    10, Munnerëferstrooss L-5701 Frisange Luxembourg
    B.P. 12 L-5701 Aspelt
    Fax:
    (+352) 23 66 06 88
    closed on Friday afternoon
  • Garnich

    Address:
    15, rue de l'Ecole L-8353 Garnich Luxembourg
    Fax:
    (+352) 38 00 19 90
    Monday-Friday: 08.30-11.30; Monday: 14.00 - 18.00; Tuesday, Wednesday, Friday: 14.00 - 16.00; Thursday afternoon closed.
  • Goesdorf

    Address:
    1, Op der Driicht L-9653 Goesdorf Luxembourg
    Fax:
    (+352) 89 91 73
    Monday, Tuesday, Thursday, Friday: 08.30 - 11.30 and 13.30 - 16.30; every 2nd Tuesday evening from 16.30-18.30 / closed on Wednesday.
  • Grevenmacher

    Address:
    6, Place du Marché L-6755 Grevenmacher Luxembourg
    B.P. 5 L-6701 Grevenmacher
    Fax:
    (+352) 75 03 11-80
  • Grosbous-Wahl

    Address:
    1, rue de Bastogne L-9154 Grosbous Luxembourg
    PO box 7 L-9006 Grosbous
    Fax:
    (+352) 83 86 55
  • Habscht

    Address:
    Place Denn L-8465 Eischen Luxembourg
    Fax:
    (+352) 39 01 33-209
    Maison communale à Eischen: lundi à vendredi: 08.00 - 12.00; lundi, jeudi, vendredi: 13.00 - 17.00; mardi: 13.00 - 19.00; mercredi fermé / Bureau communal à Hobscheid: mercredi: 10.00 - 12.00 / Bureau communal à Septfontaines: mercredi: 13.30 - 16.30
  • Heffingen

    Address:
    2, am Duerf L-7651 Heffingen Luxembourg
    Fax:
    (+352) 87 97 54
  • Helperknapp

    Address:
    2, rue de Hollenfels L-7481 Tuntange Luxembourg
    Fax:
    (+352) 28 80 40-299
    Monday: 08.00 – 11.30 / Tuesday: 07.00 – 11.30 and 13.30 – 16.30 / Wednesday: 08.00 – 11.30 and 13.30 – 16.30 (* Nocturne every first Wednesday of the month until 18.30 / Thursday: 08.00 – 11.30 and 13.30 – 16.30 (** Thursday afternoon by appointment only) / Friday: 08.h00 – 11.30.
  • Hesperange

    Address:
    474, route de Thionville L-5886 Hesperange Luxembourg
    B.P. 10 L-5801 Hesperange
    Fax:
    (+352) 36 00 06
    Monday to Friday: 07.45 - 11.45 and 13.30 - 17.00; open until 18.00 on Thursdays
  • Junglinster

    Address:
    12, rue de Bourglinster L-6112 Junglinster Luxembourg
    B.P. 14 L-6101 Junglinster
    Fax:
    (+352) 78 83 19
    Lundi à vendredi: 08.00 - 12.30 et 13.00 - 16.30 / ouvert jeudi jusqu'à 19.00 (sauf la veille d'un jour férié)
  • Käerjeng

    Address:
    24, rue de l'Eau L-4920 Bascharage Luxembourg
    B.P. 50 L-4901 Bascharage
    Fax:
    (+352) 50 05 52 399
    Monday to Friday: 08.00 - 11.30 and 13.30 - 16.00 (or by appointment)
  • Kayl

    Address:
    4, rue de l'Hôtel de Ville L-3674 Kayl Luxembourg
    B.P. 56 L-3601 Kayl
    Fax:
    (+352) 56 33 23
  • Kehlen

    Address:
    15, rue de Mamer L-8280 Kehlen Luxembourg
    Fax:
    (+352) 30 91 91-200
    Monday-Friday: 07.00 - 11.30 and 13.30 - 16.00
  • Kiischpelt

    Address:
    7, op der Gare L-9776 Wilwerwiltz Luxembourg
    Fax:
    (+352) 92 06 15
    Monday to Friday: 09.00 - 11.30 and 14.00 - 16.30
  • Koerich

    Address:
    2, rue du Château L-8385 Koerich Luxembourg
    Fax:
    (+352) 39 73 62
  • Kopstal

    Address:
    28, rue de Saeul L-8189 Kopstal Luxembourg
    Fax:
    (+352) 30 04 15
    Monday to Friday: 07.30 - 12.00 and 13.30 - 16.00
  • Lac de la Haute-Sûre

    Address:
    7, Duerfstrooss L-9635 Bavigne Luxembourg
    Fax:
    (+352) 99 35 53
    Monday, Friday: 08.00 -11.30; Tuesday, Thursday: 08.00 - 11.30 and 13.30 - 16.30 (closed on Wednesdays)
  • Larochette

    Address:
    33, chemin J.A. Zinnen L-7626 Larochette Luxembourg
    Fax:
    (+352) 87 96 46
    Service population: lundi à vendredi: 08.00 - 12.00 et 14.00 - 17.00, lundi ouvert jusqu'à 19.00 / Sécrétariat et état civil: lundi à vendredi de 08.00 - 12.00 et 14.00 à 17.00
  • Lenningen

    Address:
    3, rue de l'Église L-5414 Canach Luxembourg