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The ACM strictly enforces consumers' right of withdrawal. If you sell online to consumers, you must respect the fourteen-day cooling-off period, refund the full purchase amount including shipping costs, and may not require a consumer to accept a credit voucher.
The right of withdrawal in brief
A consumer purchasing remotely may, in principle, revoke the purchase within fourteen days without giving any reason. After that, he is entitled to a refund. These rules are mandatory; you cannot restrict them to the detriment of the consumer.
Full refund, on time
If the consumer withdraws, you must refund the full amount, including the standard shipping costs for the outbound shipment, in principle within fourteen days of notification. You may wait until you have received the goods back or proof of shipment, but no longer than necessary.
No mandatory voucher
You may not require a consumer to accept a credit voucher or gift card instead of a cash refund. The consumer is entitled to a cash refund. You may offer a credit voucher, but not force it upon the consumer.
The ACM intervenes strictly
The Authority for Consumers & Markets (ACM) monitors compliance and takes action against webshops that violate the rules, resulting in measures and fines. Ensure that your webshop, terms and conditions, and process are correct: an incorrect right of withdrawal policy is visible to every customer and to the regulator.
Frequently Asked Questions
Do I have to refund the shipping costs?
The standard shipping costs for the outbound shipment do. Under certain conditions, you may charge the consumer for the return shipping costs, provided you make this clear in advance.
Can I give a gift voucher instead of money?
No, it is not mandatory. The consumer is entitled to a cash refund; you may only offer a credit voucher.
What do I risk if I violate the law?
Intervention by the ACM, with measures and fines. Moreover, an incorrect regulation is bad for customer confidence.
Is your webshop compliant with the regulations?
Our legal experts draft your general terms and conditions and perform a legal scan of your webshop. Schedule a free consultation.
