For distance purchases, such as via the internet or telephone, you have the right to a 14-day cooling-off period in Westland. Within this period, you can return the product without giving a reason and get your money back. This is called the right of withdrawal.
When does the cooling-off period apply?
The 14-day cooling-off period applies to:
- Online purchases via webshops
- Telephone orders
- Door-to-door sales (canvassing)
- Sales at certain markets or fairs (depending on the situation)
Start of the cooling-off period
- Physical products: the period starts on the day of receipt
- Services: from the moment the agreement is concluded
- Digital products: from the date of purchase
How can you withdraw?
Within 14 days, you must inform the seller of your decision to withdraw. This can be done by:
- Using the seller's return form
- Sending a written notice (for example by e-mail or post)
After the notification, you have another 14 days to return the product.
Exceptions to the right of withdrawal
The right of withdrawal does not apply to:
- Products that perish quickly (such as food or plants)
- Sealed goods that have been opened (for example software or hygiene products)
- Items made specifically for you
- Loose newspapers or magazines
- Travel and transport services
- Tickets for concerts or events
Costs for returning
The seller must refund both the purchase price and the original shipping costs (outbound). However, the costs for return shipping are usually at the consumer's expense, unless the seller states otherwise.
Frequently Asked Questions about the right of withdrawal
What does my right to return entail?
For purchases via the internet, you have 14 days to return without reason, unless a statutory exception applies.
How long is the statutory warranty period?
Products must function for at least 2 years. Defects within the first 6 months are presumed to have been present at purchase.
Can I claim interest on outstanding amounts?
Yes, you are entitled to statutory interest (approximately 8% per year) on an outstanding debt.
What to do in case of misleading commercial practices?
You can file a complaint with the Consumers' Association, a government authority, or submit the matter to the court.
What does a credit agreement entail?
A credit agreement sets out the conditions under which you borrow money, including interest and repayment terms.
Frequently Asked Questions specific to Westland
How much time do I have to return an online purchase?
You have 14 days to decide whether you want to keep a product, calculated from the receipt date. Within this period, you must inform the seller of your withdrawal, for example via a form or e-mail. You then have another 14 days to return the product. Ensure timely and clear communication.
Is the original packaging needed for a return?
It is advisable to keep the original packaging, as some sellers require it for a full refund. Damage to the packaging may lead to a partial or refused refund. Always check the seller's specific conditions.
Who bears the costs for return shipping?
The seller refunds the initial shipping costs (outbound), but return costs are often at the consumer's expense. This may differ if the seller indicates they will cover these costs. Consult the webshop's terms for clarity.
May I return a product after use?
You may test a product as you would in a physical store, but with intensive use or damage, the seller may refuse or reduce the refund. For example: trying on clothing is allowed, but wearing it is not. Contact the seller if in doubt.
What if a seller refuses my return?
If your withdrawal is unjustly rejected, first submit a written complaint to the seller. If this does not help, you can contact the Disputes Committee or the Authority for Consumers & Markets (ACM). Keep evidence such as correspondence and receipts. In Westland, you can also seek advice from the Juridisch Loket Westland.
Does the right of withdrawal also apply to used goods?
Yes, the right of withdrawal also applies to second-hand products purchased online, unless the seller explicitly states otherwise or an exception applies.