Cooling-off Period and Right of Withdrawal in Amsterdam
As an Amsterdam resident, you enjoy the right of withdrawal, also known as the cooling-off period. This statutory right allows consumers to cancel an online purchase, phone order, or catalog purchase within 14 days without giving a reason. It prevents buyer's remorse at busy webshops and provides time to test products at home—ideal for city dwellers who frequently shop online.
What does the cooling-off period and right of withdrawal mean for Amsterdammers?
Under consumer law, the cooling-off period applies to 'distance sales', such as orders from Amsterdam webshops, in-home demonstrations in the Jordaan, or phone offers. You have 14 days to withdraw. If you cancel in time, the seller refunds your money, including delivery shipping costs.
The period starts upon receipt of the goods or commencement of the services agreement. Crucial point: if the seller fails to provide information about this right, the period extends to 12 months plus 14 days. In Amsterdam, consult the Juridisch Loket Amsterdam if you have doubts.
Legal Basis
The withdrawal rules are set out in Book 6 of the Dutch Civil Code (DCC), articles 6:230m to 6:230p, based on EU Directive 2011/83/EU. The ACM oversees compliance nationwide, but for disputes, you can approach the Amsterdam District Court.
- Art. 6:230m DCC: Right of withdrawal for distance sales.
- Art. 6:230o DCC: 14-day period and seller's information obligation.
- Art. 6:230p DCC: Refund within 14 days after withdrawal.
Exceptions under art. 6:230n DCC include custom-made items or opened hygiene products.
When does the right of withdrawal apply in Amsterdam?
Always for:
- Orders from webshops like Bol.com or local Amsterdam sites.
- Purchases via phone or app.
- In-home sales during events in the Pijp.
- Orders from Albert Cuyp market flyers.
Not for:
- Purchases in physical stores on the Kalverstraat.
- Live auctions (but yes for online auctions).
- Custom-made art or bicycles.
- Opened hygiene items like lingerie.
| Situation | Right of Withdrawal? | Amsterdam Example |
|---|---|---|
| Online bicycle from webshop | Yes | Ordering a gracht bike online? Withdraw within 14 days if too heavy. |
| Store in the Nine Streets | No | No statutory period; check store return policy. |
| Personalized mug with 'I ❤️ AMS' | No | Custom-made: no cancellation. |
| Fresh stroopwafels | Partial | Only unopened portion returnable. |
Your Rights and Obligations upon Withdrawal
Rights as an Amsterdam Consumer
Withdraw freely. The seller must:
- Refund in full within 14 days of notification.
- Reimburse outbound shipping costs.
- Arrange free pickup or provide a return label.
Your Obligations
Return the product in good condition: unused, in original packaging. Testing is allowed, but damage may result in deductions.
Practical Examples from Amsterdam
Example 1: On October 1, you buy an e-bike for €1,200 (€60 shipping) via a webshop for rides along the Amstel. Received October 5, withdraw via email on October 15. Seller refunds €1,200; free return.
Example 2: Streaming subscription from October 1 for binge-watching in Westerpark. Withdraw on October 10: immediate stop, no charges.
Example 3: Opened skincare from a De Pijp webshop: no withdrawal.
If the webshop doesn't respond: repeat the request, report to ACM, or go to the Disputes Committee or Amsterdam District Court. Read our article on Refund or Voucher.
FAQs for Amsterdammers
No withdrawal form received?
Yes, period extends to 12+14 days. Use ACM model letter or get help from Juridisch Loket Amsterdam.
Product used?
Reasonable testing OK, excessive not (e.g., 50 km e-bike ride through Vondelpark). Prove shipment!
Applies to gifts?
Yes, buyer withdraws, not recipient.
Pay return costs yourself?
No, seller pays until receipt. Request free label.
Tips for Amsterdammers
Avoid hassle:
- Check terms before buying from local shops.
- Download ACM form from ACM.nl.
- Withdraw via email or registered PostNL mail.
- Take photos of product condition.
- Disputes? Go to Juridisch Loket Amsterdam, Thuiswinkel Waarborg, or Amsterdam Municipality consumer desk.
More info: Consumer Rights, Webshop Returns, Refunds.
Unsure? Call the Juridisch Loket Amsterdam for free advice.