What are my rights with distance purchasing?

When purchasing at a distance — such as online shopping — you have the right to return your purchase within 14 days, without giving a reason. This is called the right of withdrawal. The seller is obliged to inform you clearly about this before you buy.

Last checked: March 2026. Legal information may change — always check the current legislation onwetten.nl.

What does the law say?

Distance purchasing means that you and the seller are not in the same place at the same time. Think of online stores, telephone orders or purchases via an app. The law regulates this extensively to protect you as a consumer.

The most important rules are in the Civil Code, in the section on distance contracts. This mainly concerns Article 6:230m of the Dutch Civil Code and further (check this article onwetten.nl for the most current version). These articles are based on a European directive. This means that the protection is largely the same throughout Europe.

The law requires sellers to clearly inform you before the purchase about:

• The total price, including VAT and any shipping costs
• The identity and address of the seller
• The right of withdrawal — so whether you can return the product
• The payment and delivery conditions
• How to file a complaint

The right of withdrawal is the most well-known right for distance purchasing. You have at least 14 calendar days to cancel your purchase. You don't have to give a reason. The period starts on the day you receive the product.

Has the seller not properly informed you about the right of withdrawal? Then that period will automatically continue for a maximum of 12 months after the original 14 days. This is stated in Article 6:230o of the Dutch Civil Code (check this article onwetten.nl for the most current version).

The seller must refund the purchase price within 14 days after you indicate that you want to return the product. You must return the product within 14 days of your cancellation. It's that simple in theory.

When does this apply to you?

The right of withdrawal applies to consumers. That is you if you buy something privately, not in the exercise of a profession or business. Are you buying something in the name of your company? Then different rules apply and the protection is less.

The seller must be a professional party. Are you buying something from a private individual on Marktplaats? Then you have no right of withdrawal. Yes, if you buy through an official webshop, even if it is located abroad - as long as they actively operate on the Dutch market.

Examples where the right of withdrawal applies:

• You order a jacket through Zalando and it doesn't fit — you can return it
• You buy a telephone via Bol.com and you are not satisfied with it
• You take out a subscription via a website and you do not want this

But please note: there are exceptions. The right of withdrawal does not always apply. Consider:

• Custom products made especially for you
• Perishable products, such as fresh flowers or food
• Digital content that you have already downloaded or streamed, if you have given permission beforehand
• Hotels, flights and other services for a specific date
• Sealed hygiene products, if you have broken the seal — such as earplugs or underwear

A special rule applies to services. Have you asked to start the service during the cooling-off period? Then you pay a proportionate share if you cancel. That's fair: after all, you've already enjoyed something.

Have you used the product for more than necessary to review it? The seller may then deduct the depreciation from your refund. Trying on a jacket: fine. The jacket was worn three times to a party: then the seller can keep a portion.

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

1. Check the 14-day period. Check when you received the product. You have 14 calendar days to cancel. Don't wait too long.
2. Report your cancellation in writing. Send an email or use the webshop returns form. Always keep proof of your report.
3. Use the model form if you want. The law requires sellers to offer a withdrawal form. You are not obliged to use it, but it makes your cancellation clear.
4. Return the product within 14 days. Ensure good packaging and keep the track and trace number. This way you can prove that you sent it.
5. Check your refund