Can an online shop cancel my order?

Yes, an online shop may cancel your order in some cases — but not just like that. If you have received a confirmation email, a contract of sale has usually been concluded. The online shop may then only cancel the order if there is a valid reason for doing so, such as a demonstrable error in the price or the fact that the product is no longer in stock.

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

What does the law say?

When you order something from an online shop, you enter into a sales contract. This is an agreement between you and the online shop: you pay, they deliver the product. This contract is formed the moment the online shop accepts your order. This is almost always the moment you receive a confirmation email.

The Civil Code states that a contract is formed through an offer and acceptance. The online shop makes an offer via its website. You accept that offer by clicking ‘order’. At that moment, you essentially have a valid contract. See the Civil Code for the exact provisions regarding offer and acceptance.

But there are exceptions. A well-known exception is the so-called “manifest error”. If the price on the website is clearly incorrect — for example, a television priced at €2,000 for €20 — then the online shop may, in certain cases, still cancel or void the contract. This is governed by Article 6:228 of the Civil Code (check this article on wetten.nl for the most up-to-date version), which deals with error. However, the online shop must be able to demonstrate that you should have realised the price was incorrect.

If a product is out of stock, this is not in itself a valid reason to cancel if the online shop has not indicated this in advance. Some online shops state in their terms and conditions that they may cancel orders if a product is out of stock. Such a clause is in principle permitted, provided it is reasonable and you have been informed of it in advance. If those terms are unreasonably onerous, they may be voidable under Article 6:233 of the Dutch Civil Code (check this article on wetten.nl for the most up-to-date version).

If you are a consumer, you also have additional protection. The European Consumer Rights Directive has been incorporated into Dutch law. Online shops are obliged to clearly inform you of their cancellation policy before you place an order.

When does this apply to you?

Whether an online shop is legally entitled to cancel your order depends on a few specific factors. Here are the most important situations:

You have received a confirmation email. This is the strongest evidence that a contract exists. If the online shop subsequently cancels without a valid reason, this may constitute a breach of contract. You can then claim performance of the contract or compensation.

The price was demonstrably incorrect. Suppose a coat that normally costs €300 is listed for €3 in the online shop. That is a situation where the online shop can claim a mistake. But note: the online shop must report this promptly and the error must be truly obvious. Was the discount 30% instead of 3%? Then that is likely just a valid offer.

The product is out of stock. If the online shop has included this in their terms and conditions and you have been informed of this, then this may be a valid reason for cancellation. However, the online shop must inform you immediately and refund your payment in full. Do not wait too long to do this — it must be done promptly.

Suspected fraud or abuse. Sometimes an online shop cancels an order because they suspect fraud or abnormal quantities. This may be justified in some cases, but the online shop must be able to substantiate this properly.

You haven’t paid yet. If you choose to pay later and the online shop cancels before dispatch, you are in a weaker legal position than if you had already paid. Nevertheless, the agreement remains valid in principle once confirmed.

What if you want to cancel? As a consumer, you have the right to cancel an online purchase within 14 days without giving a reason. This is the right of withdrawal, 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 does not, however, apply in reverse to the online shop.

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

Keep all correspondence. Save the confirmation email, any cancellation email and other messages. This is your proof.
Check the terms and conditions. See if the online shop has included anything about cancellation due to stock or pricing errors. You will often find this at the bottom of the website.
Contact the online shop. Request an explanation in writing. Also ask for the order to be fulfilled or for compensation. Do this by email so that you have proof.
Submit a complaint to the Disputes Committee. If the online shop is affiliated with Thuiswinkel Waarborg or a similar quality mark, you can submit a complaint to the relevant Disputes Committee.
Contact the Netherlands Authority for Consumers and Markets (ACM). The ACM supervises online shops. You can report the matter via consuwijzer.nl if you believe the online shop is breaking the law.
Request a refund via your bank. Have you already paid? Submit a chargeback request to your bank, especially if the online shop is uncooperative. This is known as a chargeback.
Consider taking legal action. For larger sums, you can take the matter to the small claims court. For amounts up to €5,000, there is the small claims court. Seek advice first via Claim.Cafe or the Legal Advice Centre.

Common mistakes

Assuming the online shop is always right. Many people accept a cancellation without protest. But if you have a confirmation email, you’re in a strong legal position.
Not keeping evidence. Never delete the confirmation email or other messages. Without evidence, it is difficult to assert your rights.
Responding too late. The longer you wait, the harder it becomes. Always respond quickly after a cancellation.
Forgetting to demand a refund. If you have already paid and the online shop cancels the order, you are entitled to a full refund. Actively demand this — it doesn’t always happen automatically.
Assuming that a large online shop is always right. Big names, such as major marketplaces, are also bound by the law. Your rights apply everywhere.

Frequently asked questions

Can an online shop cancel my order after confirmation?

In principle, not without good reason. Once you’ve received a confirmation email, a sales contract is in place. The online shop may only cancel in the event of a demonstrable pricing error, if the product is genuinely unavailable, or if this is clearly stated in the terms and conditions. Does the online shop have no valid reason? Then you can demand fulfilment or compensation.

What if the online shop says the product is out of stock?

That in itself is not automatically a valid excuse. If the website stated that the product was available and you received a confirmation, then the online shop is in the wrong. They must inform you promptly and refund your money in full. You can also claim an alternative product or compensation.

Can I force the online shop to deliver my order after all?

Yes, in theory you can. You can go to court to demand that the contract be fulfilled. In practice, this isn’t always worth the effort for small purchases. For larger sums or special products, it can certainly be worthwhile. Seek advice from a solicitor on the feasibility.

Am I entitled to compensation if my order is wrongfully cancelled?

Yes, if the online shop cancels the contract without a valid reason, this may constitute a breach of contract. You are then entitled to compensation. This could include additional costs you have incurred, or loss because you had to buy the product elsewhere at a higher price. Keep all evidence of these additional costs.

What if the online shop claims a pricing error?

An online shop may claim a mistake in the event of a clear pricing error. However, the error must be truly obvious — something that you, as the buyer, should also have spotted. Was the price simply low but not ridiculously so? Then you are in a strong position. The court will assess on a case-by-case basis whether the claim of a mistake is justified.

Relevant legal provisions

Article 6:217 of the Dutch Civil Code — formation of contracts (offer and acceptance)
Article 6:228 of the Dutch Civil Code — mistake
Section 6:233 of the Dutch Civil Code — voidability of general terms and conditions
Section 6:230o of the Dutch Civil Code — right of withdrawal in distance selling
Section 6:74 of the Dutch Civil Code — breach of contract and compensation

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