Cooling-off Period and Return Shipping Costs in Rotterdam
The cooling-off period return costs concern the rules for returns within the statutory 14-day cooling-off period for online purchases. Normally, the Rotterdam consumer pays these costs themselves, but there are crucial exceptions. This article for residents of Rotterdam explains your rights and provides practical tips, including local helplines such as the Legal Aid Desk Rotterdam.
What is the cooling-off period?
The cooling-off period or right of withdrawal allows you as a Rotterdam resident to cancel free of charge within 14 days after delivery of a product or conclusion of an online agreement, without giving a reason. This applies to internet purchases, phone sales, home sales, or fairs in the region, but not to physical stores in downtown Rotterdam.
Notify the seller in time via email or their form. You will get your money back (minus discounts), but return shipping costs deserve attention.
Statutory rules
These are set out in the Dutch Civil Code (DCC) Book 6, Title 5.5, Section 4:
- Art. 6:230m DCC: Withdrawal within 14 days obliges the seller to dissolve the contract.
- Art. 6:230o(2) DCC: You pay return shipping costs, unless the seller covers them or the item is too large for mail (e.g., a sofa).
- Art. 6:230p DCC: Inspect the product as if you were in a Rotterdam store, no more.
The Distance Selling Act is incorporated herein. For services, the period starts only after commencement, unless you agreed to an early start.
Who bears the return costs in Rotterdam?
Usually, you as a Rotterdam resident pay the shipping costs, provided they are clearly stated on the website. Exceptions:
| Situation | Who pays? | Statutory basis |
|---|---|---|
| Standard online parcel (e.g., clothing) | Consumer | Art. 6:230o(2) DCC |
| Free returns by seller (e.g., Coolblue in Rotterdam) | Seller | Voluntary or in terms |
| Large furniture (not mailable, e.g., refrigerator) | Seller (pickup) | Art. 6:230o(2) DCC |
| Defective or non-conforming product | Seller | Art. 7:17 DCC |
| Service subscription | Consumer (no physical return) | Art. 6:230u DCC |
No fixed penalty: only actual costs such as PostNL rates.
Practical examples for Rotterdam residents
Example 1: You order shoes online from Coolblue (€50). After a week, they don't fit. Return via PostNL (€7.25), deducted from refund. Standard and correct.
Example 2: A sofa from a Rotterdam webshop with 'free delivery and returns'. Upon cancellation, the seller picks it up free of charge.
Example 3: Refrigerator doesn't fit (no fault): seller picks up and pays costs.
Example 4: Personalized mug from Rotterdam shop: no cooling-off period, return refused.
Rights and obligations
- Your rights: Clear information upfront; refund within 14 days; no costs if free returns offered.
- Your obligations: Return product undamaged; within cooling-off period plus extra return time.
- Seller's rights: Deduct actual costs; refuse if damaged by you.
- Seller's obligations: Clear disclosure; withdrawal form.
In case of issues: report to the Authority for Consumers & Markets (ACM), Legal Aid Desk Rotterdam, or file with the District Court of Rotterdam.
Tips for shoppers in Rotterdam
- Check terms for 'free returns', especially with Coolblue or Bol.com.
- Take photos upon return to counter damage claims.
- Keep PostNL receipt as proof.
- Choose Rotterdam shops with flexible policies.
- Withdraw in writing using the model form.
- Problems? Contact seller first, then Legal Aid Desk Rotterdam for free advice or District Court of Rotterdam.
Related: Return costs: who pays?, Right of withdrawal, Distance selling.
Frequently asked questions
Do I always have to pay return costs in Rotterdam?
No, seller pays for free offers or large items. Check the website.
When does the cooling-off period expire?
Extended to 12 months + 14 days if no info from seller.
Product damaged on arrival?
No cooling-off period needed; claim non-conformity.