Buying from a store

The seller is required to offer you extensive information before you enter into an agreement in a store. This information must be provided in a clear and understandable manner.

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Good to know

What are the seller’s duties?

The seller is required to provide you with the following information:

  • The seller’s information: name, address and telephone number;
  • The key characteristics of the product or service;
  • The method of payment, delivery and execution of the agreement;
  • The delivery time;
  • The seller’s complaints procedure;
  • Your right to a decent product.
  • The seller’s warranty procedure.

If you are entering into a long-term agreement, the seller must inform you about the duration of the agreement. If you enter into an agreement for an indefinite period or if the agreement is subject to tacit renewal, the seller must provide you with information about the conditions of terminating the agreement.

If you purchase a digital product, e.g. an e-book, music, app, ringtone or game, the seller must provide you with the following information:

  • What the product can do and how you can use the digital product;
  • The technical security features;
  • The compatibility of the digital product with hard- and software, e.g. a computer’s operating system and hardware requirements.

Note that these rules only apply to agreements closed on or after 13 June 2014. If you entered into an agreement before that date, contact us for more information.


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I have a complaint and the store won't help me because I no longer have the receipt. Is this allowed?

No, this is not allowed if your product is defect. However, the trader can require that you prove you made the purchase at their store on a certain date.


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I want to return my purchased items. May the trader refuse to take it back?

If you have bought something in a store, you have no right to exchange or return it. It is a favour of the trader. The trader is not obliged to take the product back if you simply don’t want it.

Some stores do offer consumers a reimbursement or the possibility to exchange the purchased items if you have changed your mind. But you do rely on the terms and conditions of the trader.

Did you buy a product online? Or do you have a defective product? Different rules apply in those cases.


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How long is a gift voucher valid?

Often there is an issued date (date of purchase) and an expiration date mentioned on the gift card. For example: this voucher is valid until one year after the issued date.

A gift voucher that is valid for less than one year, can be unreasonable. But this depends on the circumstances.

If an issued date is mentioned on the voucher, but the expiration date is lacking, the gift voucher is valid for 5 years.

Is there no date on the voucher at all? Then the voucher is valid forever.


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