What is the right of withdrawal and how do I exercise it?

The right of withdrawal allows you to cancel an online purchase without giving a reason. You have 14 days to do this after receiving your order. You don’t need to provide any justification — you can simply change your mind.

Last checked: March 2026. Legal information is subject to change — always check the current legislation at wetten.nl.

What does the law say?

The right of withdrawal is laid down in Article 6:230o of the Dutch Civil Code (check this article on wetten.nl for the most up-to-date version). This article stipulates that, as a consumer, you have the right to terminate a distance contract. That sounds complicated, but it simply means this: you buy something online, and you can return it without giving a reason.

The law applies to distance contracts. These are purchases where you and the seller are not in the same place at the same time. Think of online shops, telephone orders or purchases via an app.

The cooling-off period is 14 calendar days. This period begins on the day after you have received the product. Have you ordered several products that arrive at different times? Then the period only begins once you have received the last product.

If the online shop has not properly informed you of your right of withdrawal, your cooling-off period is automatically extended by up to 12 months. This is set out in Article 6:230p of the Dutch Civil Code (check this article on wetten.nl for the most up-to-date version). The seller is therefore obliged to actively inform you of this right.

Once you have notified them, the online shop has 14 days to refund your money. You also have 14 days to return the product after you have notified them of your withdrawal. The costs of returning the item may be charged to you, but only if the online shop has clearly stated this in advance.

The law is based on a European directive. As a result, similar rules apply in all EU countries. Are you buying something from an online shop in Germany or Belgium? Then you have similar rights.

When does this apply to you?

The right of withdrawal applies to you if you are a consumer. This means: you are buying something for personal use, not for your business. Are you buying something for your work as a self-employed person? Then you may not have a right of withdrawal. The line is not always clear-cut, but the rule of thumb is: personal purchase = protected.

You must also have bought something from a professional seller. An online shop, a company or a self-employed trader. Are you buying something from a private individual via Marktplaats? Then the right of withdrawal does not automatically apply.

Examples where the right of withdrawal does apply:

You order a coat from an online shop and it doesn’t fit.
You buy a phone online and decide it’s too big after all.
You take out a subscription online and want to cancel it after a week.

There are also exceptions. The right of withdrawal does not apply to:

Bespoke products — such as a personalised mug with your name on it.
Perishable goods — fresh vegetables or meat are not included.
Digital content that you have already downloaded or streamed — if you have explicitly consented to its immediate delivery.
Flight and concert tickets for a specific date.
Hygiene products that have been opened, such as underwear or earplugs.

Are you unsure whether your situation falls under the right of withdrawal? Then check the website of the Netherlands Authority for Consumers and Markets (ACM) or enquire on Claim.Cafe.

Step-by-step guide — what can you do now?

Check the date. See when you received the product. You have 14 calendar days from that date to respond.
Find the returns information. Go to the online shop’s website. Look under ‘returns’ or ‘right of withdrawal’. Many online shops have a returns form.
Fill in the withdrawal form. Many online shops provide a standard form. You may also send your own email. State clearly in it that you are exercising your right of withdrawal.
Send your notification on time. Your withdrawal must be submitted within 14 days. An email is sufficient — keep the confirmation as proof.
Return the product. You have a further 14 days after your notification to return the product. Use a delivery method that provides proof of dispatch.
Wait for a refund. The online shop must refund your money within 14 days of your notification — or upon receipt of the product.
Is the online shop not responding? Submit a complaint to the ACM via consuwijzer.nl, or contact the online shop’s complaints desk. You can also submit your case to Claim.Cafe.

Common mistakes

Reacting too late. Many people wait too long. The 14 days pass quickly. Make a note of it straight away if you have doubts about a purchase.
Cancelling verbally. A phone call isn’t enough. Always send something in writing — an email or a form — so you have proof.
Already using the product. You may try on or inspect a product, but not use it extensively. If you have already set up and used a phone, the online shop may charge you for depreciation.
Assuming return costs are always free. The online shop may pass on the return costs to you. But only if they have clearly stated this in advance. If this isn’t in the terms and conditions? Then the return costs are the online shop’s responsibility.
Forgetting that digital products work differently. Have you downloaded a film straight away? Then you may lose your right of withdrawal if you have given your consent to this. Always read the small print when making digital purchases.

Frequently asked questions

Do I have to give a reason if I exercise my right of withdrawal?

No, you don’t have to. You’re simply allowed to change your mind. The online shop may ask why you’re returning the item, but you’re not obliged to say. You always have this right — without explanation.

What if the online shop doesn’t refund my money?

Then the online shop is in breach of the law. First, send a written reminder. If the online shop does not respond, submit a complaint to the ACM via consuwijzer.nl. You can also initiate a chargeback procedure through your bank if you paid by credit card or via iDEAL.

Does the right of withdrawal also apply to purchases in a physical shop?

No. The right of withdrawal applies only to distance purchases — i.e. online, by telephone or via an app. You do not automatically have this right in a physical shop. Many shops do voluntarily offer the option to exchange goods, but this is not a legal right.

Can an online shop exclude the right of withdrawal?

Not without good reason. The law only allows exceptions for specific product categories, such as custom-made or perishable goods. An online shop cannot state in its terms and conditions that you can never return items. That is invalid. If in doubt, you can always lodge a complaint with the ACM.

What if I want to return a gift I received from someone?

The right of withdrawal lies with the person who made the purchase. That is the buyer, not the recipient of the gift. The buyer must therefore submit the withdrawal. Ask the giver to sort this out for you, or ask if they can forward the order confirmation.

Relevant legal provisions

Article 6:230o of the Dutch Civil Code — right of withdrawal for distance contracts
Article 6:230p of the Dutch Civil Code — extended cooling-off period in the absence of information
Article 6:230s of the Dutch Civil Code — obligations of the trader following withdrawal
Article 6:230t of the Dutch Civil Code — obligations of the consumer following withdrawal

Check all articles on wetten.nl for the most up-to-date version.

Right of withdrawal: what is it and how to use it | Claim.Cafe