Refund and

Returns Policy

Under Dutch and European consumer law

e-commerce websites must give buyers a minimum 14-day “cooling-off” period to cancel orders and return goods without giving a reason. Sellers are legally obligated to issue a full refund, including original shipping costs, within 14 days of the cancellation notice.

The 14-Day "Cooling-Off" Period (Right of Withdrawal)

  • Start Date: The 14 days start the day after you physically receive the product. For services or digital content, it begins on the day the contract is signed.
  • No Explanation Needed: You can change your mind for any reason or no reason at all.
  • Penalty-Free: Retailers cannot charge you any handling or “restocking” fees for exercising this right.

Refund Rights and Timelines

  • Full Refund: You are entitled to get back everything you paid, including the standard delivery fees you originally paid to receive the item.
  • Refund Deadline: After you notify the store you want to cancel, they have 14 days to issue your refund.
  • Return Shipping: Generally, you are responsible for the cost of returning the item unless the seller states otherwise. However, the store must clearly inform you in advance that you have to pay for returns. If they don’t, they are legally required to cover the return costs

The Right of Cancellation Function

To make returning items easier, online shops operating in the Netherlands must provide a clearly visible digital cancellation function (often a “withdrawal button” or online form) directly on their website. You do not have to create an account to use this feature; you only need to provide basic information like your name and order number.

Exceptions to the Rule

Not everything is eligible for a return or cancellation. Exceptions typically include: [1]
  • Custom/Personalized Items: Products made specifically to your specifications.
  • Perishable Goods: Items that spoil quickly (e.g., fresh food, flowers).
  • Sealed Goods: Software, sealed audio/video recordings, or hygiene-sensitive items (like cosmetics or underwear) if the seal has been broken after delivery.
  • Digital Downloads: If you explicitly agreed to download or stream a digital product immediately and waived your right of withdrawal.

Seeking Official Help

If a webstore refuses to refund your money or fails to communicate return policies properly, you can report them to the Netherlands Authority for Consumers and Markets (ACM). For cross-border shopping disputes, the European Consumer Centre Netherlands (ECC NL) offers advice and mediation support.