What are my rights when returning a purchase?
Whether you can return an item depends on how you bought it and why you want to send it back. On this page, you’ll find a short overview of your rights in certain situations.
Choose your situation
Choose your situation
The same rules apply to products bought on sale as to those not on sale. The seller cannot refuse your rights just because you bought something on sale. For example, the seller cannot say you will only get a voucher instead of a refund.
#return-sale-purchase
Who is responsible for the return depends on why you are sending the product back. For example, if the product is faulty and you want it repaired under the legal warranty, or if you simply changed your mind and want to use your cooling-off (or cancellation) period. Different rules apply for warranty and cancellation.
Warranty or collection appointment
In the following cases, the seller is responsible for the package:
- You send the product back for repair or replacement under warranty.
- The seller arranges to collect the product from you.
You changed your mind
If you return the product because you changed your mind, you are responsible for the product until the seller receives it. This is according to Dutch law. Always ask for proof of postage and keep this until you have been refunded.
Using your own return label
If you want to be sure you get your money back if something goes wrong, send the package with registered mail. If the package doesn’t arrive, you can ask the courier to investigate. This is only possible if you bought your own return label.
Using the seller’s return label
If you use a return label provided by the seller, you are still responsible for the package until it arrives. If it goes missing, inform the seller and the courier. The courier can check where the package is. If they cannot find it, only the seller can start an official investigation.
#return-shipment-risk
Who pays the return shipping costs depends on the situation:
- If you return something within the cancellation period, the seller may ask you to pay the return shipping costs yourself. This is only allowed if the seller clearly informed you about this beforehand. Furthermore, the shipping costs you paid when ordering must be refunded.
- If you return something under the warranty rules, the seller must offer a free solution. You should discuss this with the seller. If you need to send the item abroad, the seller must also pay or reimburse the shipping costs. This can be done by providing a return label or by reimbursing the costs before or after you send the item.
#shipping-costs
No, you do not always have the right to return an item.
You have the right to return something if:
- You bought it online or by phone (remotely) and change your mind within 14 days of receiving it.
- You are returning a faulty product covered by warranty.
You do not have the right to return or cancel a purchase if:
you bought it in a brick shop, or if the product belongs to certain categories, such as:
- Made-to-order or personalised items (e.g. engraved jewellery).
- Travel or event services (e.g. hotel stays, car rental, concert tickets).
- Products with a short shelf life (e.g. fresh food).
- Hygiene or beauty products you’ve opened (e.g. underwear, makeup).
- CDs or DVDs removed from the packaging.
- Digital services you started using immediately (e.g. streaming).
- Items bought at an on-premise auction where you were present.
#exceptions-to-returning
Warranty
Under European rules, you have the right to a product that is good and meets your reasonable expectations. This is called a 'non-conformity warranty'.
- This applies to both in-store and online purchases.
- It applies when the product or service you bought doesn’t do what was promised. For example, if something is broken.
- It also applies if you received something different from what you ordered, such as the wrong size or colour.
If you want to return something because it didn’t meet your expectations, first discuss your options with the seller. The seller must have a chance to offer you a good solution. This solution must be free for you, not take too long, and cause as little trouble as possible. This means the seller must also pay the return shipping costs if you need to send the item back.
Learn more on warranties
14-day cooling-off period
Under European rules, in some cases, you have the right to change your mind within 14 days. You can return something without giving a reason. This is called the 'right of withdrawal' or 'buyer’s remorse'.
- This only applies to distance purchases, like buying from an online shop, over the phone, or via a mail-order company.
- It does not apply to purchases made in a physical store. Whether you can return something bought in-store depends on the shop’s own policy.
If you return something because you changed your mind, you will get back the full price and the delivery costs for sending it to you. The seller can ask you to pay the return shipping costs yourself, but only if they stated this in advance.
Sometimes, shops offer more than the law requires. For example, some online shops give you 30 days to change your mind, while traditional stores may allow returns even if not required by law. In these cases, the shop’s own terms and conditions apply.
How we can help you
The European Consumer Centre informs you about your consumer rights in the EU, provides free legal advice for cross-border disputes, and offers mediation if you and a seller can’t reach an agreement. On our website, you’ll find clear information, practical tips, and sample letters to help you take the right steps.