Right of Withdrawal for Online Shops for Residents of Amsterdam
As a resident of Amsterdam, the right of withdrawal for online shops gives you a 14-day cooling-off period to cancel an online order without giving a reason. This protects against buyer's remorse in distance sales such as online shops. This article provides all the information on the rules, exceptions, and application, with tips specifically for Amsterdam consumers.
Legal Basis of the Right of Withdrawal
The right of withdrawal is set out in the Dutch Civil Code (DCC), Book 6, Section 5.3.3 (Articles 6:230m to 6:230p DCC), based on EU Directive 2011/83/EU. Online shops are required to inform you about this before purchase, including a model withdrawal form. If they fail to do so? The cooling-off period then extends to 12 months plus 14 days. You can enforce this at the Amsterdam District Court if things go wrong.
How to Activate the 14-Day Cooling-Off Period?
The cooling-off period starts the day after delivery of the product (or for digital products/services). You may try it out as if you were in an Amsterdam store, as long as it is not excessively used. For services, it starts upon conclusion of the agreement.
- Step 1: Check the order confirmation for the exact start date.
- Step 2: Withdraw within 14 days, by email, letter, or verbally.
- Step 3: Return the product within 14 days after withdrawal, or follow the shop's instructions.
Amsterdam Example: You order a jacket on October 1 that arrives at your home in the Jordaan on October 5. You can withdraw until October 19. You try it on at home, but it doesn't fit. Email on October 15, return on October 20: the shop refunds your money within 14 days.
Exceptions to the Right of Withdrawal
Some products are excluded under Article 6:230p DCC. Online shops must notify you of this.
| Category | Exception | Example |
|---|---|---|
| Hygiene | Non-returnable if seal is broken | Lingerie, bikinis |
| Personalized | Custom-made items | Engraved gift |
| Perishable | Fresh goods | Flowers from the market, food items |
| Digital | Downloaded immediately with your consent to forfeit the right | App or ebook |
| Services | Already performed with your permission | Bike repair in Amsterdam, completed before deadline |
Travel and Events: Special Rules
For tickets to concerts at the Ziggo Dome, hotel bookings, or travel, there is often no right of withdrawal if the price is date-dependent (Article 6:230p(1)(i) DCC). Always check the terms and conditions.
Rights and Obligations upon Withdrawal
Your rights:
- Full refund, including delivery costs (return shipping is at your expense).
- Within 14 days of receiving the return.
- Minor signs of use are fine, as in a store trial.
Your obligations:
- Keep packaging intact.
- Use a tracked shipping method.
- Pay return costs yourself, unless free labels are provided (e.g., by Bol.com).
Example: Shoes €50 + €5 shipping from an Amsterdam online shop. Withdrawn? €55 refunded. Return €6.50 at your expense, but shops like Coolblue often provide labels.
Online Shop Refuses to Cooperate?
Send a registered reminder letter. No response? Report to the Authority for Consumers and Markets (ACM) or the Dispute Committee. In Amsterdam: start at the Amsterdam Legal Aid Office for free advice, or go to the Amsterdam District Court for larger claims. More about online shopping.
Frequently Asked Questions
Return possible after wearing?
Yes, for limited use as in a physical Amsterdam store. Excessive wear? Shop may deduct costs.
No information on withdrawal?
Extended period: 12 months + 14 days. Keep screenshots of the site.
Need to give a reason?
No. Use the model form for simplicity.
Applies to Marktplaats?
No, only professional shops. Private sellers in Amsterdam are excluded, unless they are traders.
Tips for Residents of Amsterdam
Avoid hassle:
- Check terms before buying.
- Screenshot order with withdrawal info.
- Download EU model form from rijksoverheid.nl.
- Choose shops with Thuiswinkel.org quality mark.
- Pay large amounts with credit card.
Amsterdam consumers have strong rights: act quickly. Free help via Amsterdam Legal Aid Office or the Municipality of Amsterdam's consumer desk.
Approx. 1050 words, current as of 2023. Need personal advice? Contact Amsterdam Legal Aid.