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Yes: even if a consumer picks up their online purchase in the store, they generally have a 14-day cooling-off period. The decisive factor is that the purchase was concluded remotely (at home, online), not where the product is picked up. There are, however, exceptions — for example, custom-made items, personalized products, or perishable products — which you must mention before the purchase.
For an online purchase, the consumer is entitled to a cooling-off period, which begins after delivery. More and more webshops allow customers to pick up their order in a store. In that case, too, a cooling-off period usually applies, with a few exceptions.
14-day cooling-off period, also for pick-up
The cooling-off period applies to distance selling — via a webshop, an order form, door-to-door sales, or telephone sales. In principle, the consumer then has a 14-day cooling-off period. The fact that the online purchase is collected from a physical store makes no difference: what is decisive is *where* the purchase agreement was concluded (at home behind the computer), not where the product is delivered. The period ends 14 days after delivery of the product, or of the last product in the order.
These 14 days are a minimum; you may always grant a longer cooling-off period. You are obliged to inform the consumer about the cooling-off period, how and within what timeframe they can withdraw, and to make a model form available. If you fail to do so, the cooling-off period may be extended by a maximum of twelve months — a reason to have your terms and conditions checked.
Exceptions to the cooling-off period
In some cases, a cooling-off period is not legally required, provided you mention this before the purchase. This applies, for example, to custom-made items (such as a custom-made cabinet), personalized products (such as a photo canvas), or perishable goods. There is an extensive list, usually for products that cannot simply be resold.
In addition, there are cases in which the cooling-off period does not apply, even if you do not report it: small purchases at sales parties or the market, and booking a package holiday online or buying/renting a home.
The rules only apply to consumer purchases. If your webshop sells exclusively to businesses, they do not apply — working with two sets of terms and conditions can be useful if you sell to both. They also do not apply if a private individual buys from a private individual (for example, via Marktplaats); however, if a company sells to a private individual via Marktplaats, they do apply.
Frequently Asked Questions
Does a customer have a cooling-off period if he picks up his online order?
Yes, in principle 14 days. The purchase was concluded remotely; the place of collection does not change that.
When does the cooling-off period not apply?
This applies to, among others, custom-made, personalized, or perishable products — provided you mention this before the purchase. It also does not apply to certain purchases (market, package holiday, home).
What if I don't inquire about the cooling-off period?
The cooling-off period can then be extended by a maximum of twelve months. Correct information and a model form are therefore essential.
Have webshop terms and conditions drafted
The legal experts at MKB Juristen draft general terms and conditions for your webshop that comply with cooling-off period and information rules. View our expertise in contract law or schedule an intake meeting .
