Door to door selling / doorstep selling

This page was last modified on 07-08-2017

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 in their home;
  • and, in the event the consumer accepts door to door selling, he is granted a right of withdrawal of 14 days.

Forms / Online services

Carry out your procedure:

Who is concerned

Each professional or representative (sales representative, commercial representative, etc.) who act in their own 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 his rejection of doorstep selling at the entrance to his 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 his refusal of doorstep selling in his home by placing a sticker or any other distinctive sign:

  • on his front door or next to it;
  • at the entrance to his 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 is only valid against 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 his 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 EUR 120,000 fine;
  • and the confiscation of the goods and his vehicle, even if he is 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 his rejection of doorstep selling at the entrance to his home, he 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 his home, he can still ask the sales representative to leave and/or no to come back.

In this case, the representative is not allowed to offer his goods or services.

Penalties for unsolicited doorstep selling

If in spite of the consumer's refusal, the sales representative still continues to offer his 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 that can be up to EUR 120,000.

Providing proof

Where no sticker against doorstep selling has been put up, the consumer must prove by any means that he has refused to see the professional sales representative, e.g. by witness evidence.
In the absence of proof, it is recommended to exercise the right of withdrawal within a deadline of 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 his home and if he accepts doorstep selling, the sales representatives can legally offer their goods or services.

Right of withdrawal

A consumer who invites a sales representative to his home and purchases a good or service has an unconditional right of withdrawal of 14 calendar days starting:

  • on the day of the conclusion of the contract as regards service contracts;
  • or contracts for the delivery of goods.

Before the signature of any contract, the sale 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 damages for a loss of value due to the use of the goods during that time or for services performed.

If the consumer gave his express consent to begin the provision of services, thereby acknowledging that he will lose his right of withdrawal once the contract is executed, he 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;
  • his identity, address, telephone number and email address, if available, so that the consumer can contact him when needed;
  • the identity of the sales professional for whom he works;
  • 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, he can request the nullity of the contract in court and the reimbursement of the amounts paid to the professional.

Who to contact

55, rue des Bruyères
L-1274 - Howald
Luxembourg
Phone: (+352) 49 60 22-1
Fax: (+352) 49 49 57
Email info@ulc.lu

Opening hours
from 8.00 to 12.00 and 13.00 to 17.00
2A, rue Kalchesbrück
L-1852 - Luxembourg
Luxembourg
Phone: (+352) 26 84 64-1
Fax: (+352) 26 84 57 61
Email info@cecluxembourg.lu

Opening hours
Monday, Tuesday, Thursday and Friday from 09.00 to 16.00 / Wednesday from 09.00 to 13.00
Direction Générale
L-2957 - Luxembourg
Luxembourg
Phone: (+352) 4997-1
Fax: (+352) 4997-2099
Email contact@police.public.lu