Withdrawal, guarantees, cancellation and mediation in France
A purchase made online, by phone or at the door can be withdrawn from within 14 days without reasons, by any clear statement or with the model form the seller provides free (withdrawal letter). Goods bought from a business that fail within two years fall under the legal guarantee of conformity, owed by the seller and not the maker, first through repair or replacement within thirty days, then by ending the sale or a price reduction. Between private people the guarantee against hidden defects applies, within two years of discovery. A missing parcel is claimed from the seller, and an unauthorised payment from your own bank, within thirteen months (payment dispute).
The documents are written in French, under French law, for mainland France and the overseas departments. A subscription renewed without the reminder the loi Chatel requires can be cancelled free at any time, and a contract made online can also be cancelled online since 1 June 2023 (cancelling a subscription). With a telecom operator, cancellation takes effect within ten days (broadband or mobile). Car, home or health insurance can be left at any time after a year, loan insurance at any time (cancelling insurance). Since 11 August 2026, cold calling without prior consent is banned (contract made by phone), and consumer credit can be withdrawn from within 14 days (credit withdrawal).
A written complaint to the business always comes first, sent by registered post with proof of receipt to prove the date (formal notice). If that fails, the consumer mediator is free and must be approached within a year (referral to the mediator). SignalConso, the DGCCRF's free service, passes on a report but does not decide the dispute. Energy and water have their own mediators, after two months (complaint to the supplier). A delayed or cancelled flight gives €250, €400 or €600 per passenger, and mediation has been compulsory before court since 7 February 2026 (flight compensation). The consumer bodies INC and UFC-Que Choisir also publish free model letters.
The documents
15 forms available to fill out or download.
Complaint to or termination with a telecom operator, broadband or mobile (France)
For a broadband, landline or mobile customer in France who wants to complain about a failing service or a bill, or to end the contract. As you choose: a complaint, a termination, which takes effect at the latest ten days after receipt (Article L. 224-39 of the French Consumer Code), or a termination without penalty after a change to the contract, within four months (Article L. 224-33). If you switch operator and keep your number, the new operator ends the old contract for you. In French, to send by registered post with proof of receipt.
Subscription cancellation letter: loi Chatel or legitimate reason (France)
For a subscriber to a gym, magazine, streaming service or club in France who wants to stop. As you choose: cancellation at the end of the term with the contract's notice; free cancellation at any time when the business did not remind you, one to three months before the end of the term, of your right not to renew (the loi Chatel, Article L. 215-1 of the French Consumer Code); or cancellation for a legitimate reason the contract provides for. For a subscription taken out online, the 'cancel' button is often quicker. In French, to send by registered post with proof of receipt.
Request for repair or replacement under the legal guarantee of conformity (France)
For a consumer in France whose purchase from a business breaks down or is not as promised within two years of delivery: you ask the seller, not the manufacturer, to repair or replace it free of charge under Articles L. 217-3 and L. 217-8 of the French Consumer Code, within thirty days. The letter cites the 24-month presumption (12 months for second-hand goods) and the six-month extension after a repair. In French, to send by registered post with proof of receipt, with the proof of purchase.
Complaint to an electricity, gas or water supplier (France)
For a household customer in France disputing a bill, a meter reading or estimate, a cut-off, a price change or a connection with their electricity or gas supplier or water service. The written complaint is the required step before mediation: if there is no solution within two months, you can go free of charge, within a year of the complaint, to the national energy ombudsman (Médiateur national de l'énergie) or the water mediation service (Médiation de l'eau). The letter gives your supply point number (PDL, PCE) or meter. In French, to send by registered post with proof of receipt or through the customer account.
Disputing a contract made through cold calling (France)
For a consumer in France who was called without having agreed to it and is then, according to the business, bound by an energy, telecom, building-work or subscription contract. Since 11 August 2026, telephone canvassing without prior consent has been banned, and a contract concluded after such a call is void (Article L. 223-1 of the French Consumer Code, rewritten by Law No. 2025-594 of 30 June 2025). The letter relies on this and, as you choose, also states that you signed no confirmation of the offer (Article L. 221-16) or exercises your 14-day right of withdrawal. In French, to send by registered post with proof of receipt; also report the call on SignalConso.
Complaint after a package holiday (France)
For a traveller whose package holiday (flight and hotel, tour, resort) bought in France did not go as planned: a different hotel, missing services, cancelled transfers. The organiser and the retailer are strictly liable for performance of the package (Article L. 211-16 of the French Tourism Code); you ask for a price reduction for the period of non-conformity and damages (Article L. 211-17). The letter states whether you reported the problems on the spot. In French, to send by registered post with proof of receipt after your return.
Insurance cancellation letter: home, car, health, loan cover (France)
For a private policyholder in France who wants to leave an insurer or mutual insurer. After a year, car insurance and a tenant's home insurance are cancelled by the new insurer, and a policy taken out online can also be cancelled online. This letter offers, as you choose: cancellation at any time, after a year, of another policy, such as supplementary health cover, effective one month after receipt (Article L. 113-15-2 of the French Insurance Code; Article L. 221-10-2 of the Mutual Insurance Code); cancellation at the annual renewal date; or cancellation of loan insurance at any time, with the lender's approval of the new policy (loi Lemoine). In French.
Formal notice for a hidden defect (France)
For a buyer in France of a new or second-hand item, from a business or a private seller, who discovers after the sale a serious defect that was not visible: a used car, an appliance, furniture. You rely on the guarantee against hidden defects (Article 1641 onwards of the French Civil Code) and choose between a refund against return of the item and a price reduction. Court action must be brought within two years of discovering the defect. In French, to send by registered post with proof of receipt.
Complaint about a parcel not delivered or delivered late (France)
For a consumer in France whose order never arrived, arrived late or shows as 'delivered' without being received. The letter goes to the seller, not the carrier: the seller answers for the goods until you receive them. You choose either to give the seller formal notice to deliver within an extra period or, once that period has passed, to notify the end of the contract; the seller must then refund everything paid within 14 days (Articles L. 216-6 and L. 216-7 of the French Consumer Code). In French, to send by registered post with proof of receipt.
Request to end the sale or reduce the price for lack of conformity (France)
For a consumer in France whose faulty item was not repaired or replaced: the seller refused, did nothing within thirty days, the defect persists after repair, or it is too serious to wait. You choose between ending the sale, with the price refunded against return of the item, and a price reduction while keeping it (Article L. 217-14 of the French Consumer Code). In French, to send by registered post with proof of receipt, with the proof of purchase and your first request.
Formal demand to pay or perform an obligation (France)
For a private person in France waiting for a business or another person to pay, deliver, finish work or perform any other obligation: you set a deadline and put the debtor on formal notice (mise en demeure) under Article 1344 of the French Civil Code. For a sum of money, the formal notice starts interest at the statutory rate (Article 1344-1). It is the written step before mediation, conciliation or court. In French, to send by registered post with proof of receipt, or to have served by a commissaire de justice.
Withdrawal letter for a distance or off-premises purchase (France)
For a consumer in France who bought online, by phone, from a catalogue or from a doorstep seller and has changed their mind: you withdraw within 14 days without giving reasons under Article L. 221-18 of the French Consumer Code, and ask for everything you paid back within 14 days. The model withdrawal form, which the seller must give you free, works too, and since 19 June 2026 online shops must offer a withdrawal function. A letter in French, to send by registered post with proof of receipt or by e-mail so that you keep proof.
Referral to the consumer mediator (France)
For a consumer in France whose written complaint to a business went unanswered or unresolved. Two free routes exist: reporting on SignalConso, the DGCCRF's service, which does not settle your dispute, and the online referral form many mediators offer. The consumer mediator proposes a solution, free of charge (Article L. 612-1 of the French Consumer Code). This letter refers the case by post: it sets out the dispute, the prior complaint and your request. Send it within a year of that complaint (Article L. 612-2). In French.
Compensation claim for a delayed or cancelled flight or denied boarding (France)
For a passenger whose flight departing from the EU, or arriving in the EU on an EU airline, arrived three hours or more late, was cancelled less than fourteen days before departure, or who was denied boarding. You ask the airline for the flat-rate compensation of €250, €400 or €600 per passenger under Regulation (EC) No 261/2004, and for your expenses. Without a satisfactory answer, mediation has been compulsory before going to a French court since 7 February 2026. The airline's online form works too. In French.
Withdrawal from a consumer credit agreement (France)
For a borrower in France who accepted a consumer credit offer (personal loan, car loan, revolving credit, credit linked to a purchase) and has changed their mind. You withdraw within fourteen full calendar days of accepting the offer, without giving reasons (Article L. 312-19 of the French Consumer Code); the period is shorter, at least three days, if you asked for immediate delivery of goods bought on credit. The detachable form attached to the offer is enough and free; this letter does the same with your references and deals with repaying any funds already paid out. In French, to send by registered post with proof of receipt before the period ends.
Can't find the document you need?
Asking is free. Tell us which form or letter you need, for which country and in which language. We write the ones people ask for — leave your email and we will tell you when yours is ready.