The consumer’s rights

If you purchase something online from your own or a foreign country, you have a right to a decent product, a 14-day cooling-off period and completeness of information. These rules do not apply to all situations. Examples of exceptions are:

  • Package tours;
  • Gambling activities where you bet with actual money;
  • Timeshare and holiday club agreements.
Man met tablet in zijn hand met tekst op het scherm 'Know the rules!'

Good to know

What exceptions are there pertaining to the cooling-off period?

The cooling-off period does not apply to all products and services. These exceptions are outlined in the legislation. The cooling-off period does not apply to:

  • Products that were made especially for you, e.g. a tailored suit;
  • Audio and video products and software with a broken seal, e.g. CDs and DVDs;
  • Products that cannot be returned for hygienic or health reasons, e.g. undergarments and swimwear;
  • Services such as holiday accommodations, transport, car rentals, catering and recreation activities with a predetermined date or period;
  • Services that can be used immediately.

If you have a question about your rights when buying online or about the cooling-off period and the answer is not found on this website, feel free to contact one of our legal advisers.

I want to return my purchased items. What amount will be reimbursed?

If you inform the trader that you want to use your right to withdraw, the full amount needs to be reimbursed within 14 days:

  • The amount of your purchase;
  • The costs for the delivery;
  • Any other fees you had to pay to get the product delivered at your house.

However, you are obliged to pay for the return shipment. But only if the trader has informed you about that obligation when you placed the order. 

The seller is required to provide their general information

You must receive the following general information about the seller:

  • Background information;
  • The seller’s name;
  • Their (visiting) address;
  • Their postal address for complaints;
  • Behavioural codes, if the seller is bound by any;
  • Contact information: email address, telephone or fax number;
  • Telephone costs, if these are higher than the standard rate.

If the seller works with an intermediary, you must also receive all of the aforementioned information about the intermediary.

The seller is required to provide information about their offer

You must receive the following information about the offer from the seller:

  • The key characteristics of the product or service;
  • The total cost you have to pay for the product or service, including taxes and delivery costs;
  • The applicable warranties;
  • The delivery time.

Information about digital products or services

If you are closing an agreement about a digital product or service, the seller must provide you with the following information:

  • What the product can be used for;
  • What device or software is needed to use the product or service;
  • What technical security features there are.

If you are closing a long-term agreement, e.g. when taking out a subscription, the entrepreneur must also provide the following information:

  • The amount of the deposit, if applicable;
  • The duration of the agreement;
  • The conditions of the agreement;
  • Whether the agreement can be tacitly renewed;
  • How you can cancel the agreement;
  • The notice period of the agreement;
  • The (minimal) duration of payment.

The seller is required to provide information about the order and the delivery

The seller must provide you with the following information about the order and the delivery of the product or service:

  • Payment options;
  • How delivery will take place;
  • Limitations to delivery or payment options;
  • Shipping risks;
  • How the service will be executed.

The seller is required to provide information about the cooling-off period

If there is a cooling-off period, the seller is required to inform you of this. Furthermore, they must also provide you with the following information:

  • The duration of the cooling-off period;
  • How you can invoke the cooling-off period;
  • The conditions that apply to invoking the cooling-off period;
  • The costs of returning the product;
  • A standard cancellation form.

Even if there is no cooling-off period, the seller must inform you of this. If the seller does not or not sufficiently inform you of this, the cooling-off period and all associated rights are extended by a period of up to 12 months.

If you have a question about the cooling-off period of a product and the answer is not found on this website, feel free to contact one of our legal advisers.

The seller is required to provide information about their after-sales service.

The seller must provide you with the following information about their after-sales service.

  • The complaints procedure;
  • Whether the seller is associated with a complaints or arbitration committee and how you can make use of their services;
  • Whether the seller is bound by any behavioural codes and if so, which one(s) and what this means for you;
  • The duration and conditions of the factory warranty;
  • Any additional warranties.