Return & 

Cancellations

Under Dutch and EU law, e-commerce websites must provide a minimum 14-day cooling-off period (right of withdrawal) from the date of receipt. During this time, consumers can cancel orders without giving a reason and receive a full refund, including original shipping costs. [1, 2, 3]
Online businesses operating in the Netherlands must adhere to the following key return and cancellation regulations: [1, 2]

1. The Right of Withdrawal (Cancellation)
  • 14-Day Cooling-Off Period: Customers have the right to cancel their purchase within 14 days of receiving the product.
  • Cancellation Button: EU laws mandate that webshops feature a clear digital cancellation button (e.g., “hier de overeenkomst ontbinden”) to allow customers to withdraw from a contract instantly.
  • No Explanation Needed: Customers are not obligated to state a reason for their cancellation, though platforms can ask.
  • Exceptions: Custom-made items, perishable goods, unsealed software/digital content, and opened hygiene-sensitive products are exempt from this right. [1, 2, 3]
2. Refund Policies
  • Full Reimbursement: Sellers must refund the full purchase price plus standard delivery costs within 14 days of receiving the cancellation notice.
  • Sale Items: It is not permitted to refuse returns on sale items or to force the customer to accept store credit instead of cash. [1, 2, 3]
3. Return Costs & Process
  • Return Shipping: The seller must clearly disclose before the sale who is responsible for the return shipping costs. If not explicitly stated, the seller bears the return cost.
  • No Extra Penalties: Restocking fees or extra “handling” surcharges are illegal under Dutch e-commerce laws.
  • Defective Goods: If the item is faulty or not as described, the buyer is entitled to free repair, replacement, or a refund under statutory warranties