Cooling-off Period and Right of Withdrawal
As a Rotterdam resident, you're probably familiar with it: a quick online purchase from a local webshop or national seller. The cooling-off period and right of withdrawal, also known as the right of withdrawal, gives you as a consumer 14 days to cancel a distance purchase without explanation. This applies to orders placed via the internet, phone, or catalog and protects against buyer's remorse, allowing you to inspect products at home at your leisure.
What does the cooling-off period and right of withdrawal mean for Rotterdam shoppers?
Under Dutch consumer law, the cooling-off period and right of withdrawal is essential for distance contracts, such as purchases from webshops in the Rotterdam area, in-home demonstrations in Kralingen, or app-based orders. You get a statutory 14-day 'cooling-off' period to withdraw. If you cancel in time, the seller must refund your money, including delivery costs to your Rotterdam address.
The period starts upon receipt of the goods or conclusion of the service contract. Crucially, the seller must inform you of this right in advance; otherwise, the cooling-off period extends to 12 months plus 14 days. In Rotterdam, you can turn to the Juridisch Loket Rotterdam for free advice if in doubt.
Legal Basis
The provisions on the cooling-off period and right of withdrawal are found in Book 6 of the Dutch Civil Code (DCC), articles 6:230m to 6:230p. Based on EU Directive 2011/83/EU, with oversight by the Authority for Consumers & Markets (ACM). Disputes in Rotterdam are handled by the District Court of Rotterdam.
- 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 are listed in art. 6:230n DCC, such as custom-made items or opened hygiene products.
When can you withdraw in Rotterdam?
The right applies to:
- Orders from Rotterdam webshops or national sites.
- Purchases via phone or app.
- In-home sales in neighborhoods like Delfshaven.
- Orders from flyers or catalogs.
No right of withdrawal for:
- In-store purchases in Rotterdam shops like those on the Lijnbaan.
- Physical auctions (but yes for online auctions).
- Custom-made products.
- Sealed hygiene products after opening.
| Situation | Withdrawal possible? | Rotterdam Example |
|---|---|---|
| Online clothing webshop | Yes | Dress ordered from Rotterdam boutique online, doesn't fit? Withdraw within 14 days. |
| Shop in city center | No | Bought in the Koopgoot: only store return policy applies. |
| Personalized item | No | Feyenoord shirt with name: not withdrawable. |
| Fresh products | Partially | Online Markthal order: only unused portion. |
Your Rights and Obligations upon Withdrawal
Rights as a Rotterdam 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 item in good condition: unused with packaging. Trial use is allowed, but damage may result in a deduction.
Practical Examples from Rotterdam
Example 1: On October 1, you buy a dining table online from a Rotterdam supplier for €800 (€40 shipping). Received on October 5, withdraw on October 12 via email. Full refund within 14 days, return at their expense.
Example 2: Streaming subscription from October 1. Withdraw on October 8: immediate cancellation, no invoice.
Example 3: Online cosmetics ordered, seal broken: no withdrawal.
If ignored: send a reminder, report to ACM, or initiate proceedings via District Court of Rotterdam or Disputes Committee. See Refund or Voucher.
Frequently Asked Questions
No withdrawal form received?
Yes, period extends to 12+14 days. Use ACM model letter or get help from Juridisch Loket Rotterdam.
Product used?
Inspection use is fine; excessive use leads to deduction. Prove shipment!
Applies to gifts?
Yes, buyer withdraws as consumer.
Pay return costs yourself?
No, seller pays until receipt. Request free label.
Tips for Rotterdam Residents
Avoid hassle:
- Check terms before buying.
- Download ACM form via ACM.nl.
- Withdraw by email or registered mail.
- Take photos of condition.
- Disputes: Thuiswinkel Waarborg, Disputes Committee, or Juridisch Loket Rotterdam.
See also: Consumer Law, Webshop Returns, Refund.
In doubt? Call Juridisch Loket Rotterdam or Rechtshulp Rotterdam for advice.