Q: I have paid a €50 deposit split on two orders for a solar heater and for PV panels. Less than 24 hours after placing the order, I changed my mind and decided to cancel the order via e-mail and SMS. The seller did not reply to confirm whether the orders had been cancelled or not or whether he accepted to refund me the deposit paid.

I decided to cancel the order because I felt I was not in a position to incur such expenses and also because I felt I was pressured to pay the deposit, which occurred during a visit to the trader’s Trade Fair stand.

I would like to know if I can claim a full refund from the seller? If this is not legally possible, do I have the right to choose another product so that the deposit is not lost?

A: We only have the right to cancel a sale when the goods or services are bought through a distant means of communication or from a door-to-door seller. Buying from a trade fair stand is legally considered as buying from the business premises of the trader, so the cooling-off period doesn’t apply.

Hence, unless you have a specific agreement with the seller that allows you to change your mind and get your deposit back, legally you are not entitled to claim your deposit back, even if you cancelled only 24 hours after you placed the order.

Using the deposit on buying another product is something you have to reach an agreement on with the seller. Legally, your deposit is a commitment to purchase specific products and the trader may not allow you to use it or transfer it to another order.