Custom-made products may fall within the withdrawal exception; but the exception only works if it is defined clearly and correctly in your legal texts. We draw up a category-based map of the exceptions.
The exception is read narrowly: it covers goods genuinely made to the customer’s own specification or clearly personalised — not a standard product with a few selectable options, which usually keeps the ordinary right of return. Because the line is fine, the category map has to be built carefully and the wording in your legal texts has to match it exactly.
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This content is for general information only and does not constitute legal advice. Please contact our team for an assessment of your specific circumstances.
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