Right of Withdrawal for Webshops in Rotterdam
As a resident of Rotterdam, the right of withdrawal for webshops gives you a 14-day cooling-off period to cancel online purchases without providing a reason. This applies to distance sales, such as from webshops, and helps prevent buyer's remorse. This article covers all the rules, exceptions, and how it works, tailored specifically for Rotterdam residents.
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. Webshops in Rotterdam and elsewhere must inform you of this right in advance, including a model withdrawal form. If they fail to do so, the cooling-off period extends to 12 months plus 14 days.
How to Activate the 14-Day Cooling-Off Period?
The cooling-off period starts the day after delivery of the product, digital content, or service. You can try it out as if you were in a Rotterdam store, without causing excessive wear. For services, it begins when you sign the agreement.
- Step 1: Check your order confirmation for the start date.
- Step 2: Withdraw within 14 days, by email, letter, or phone.
- Step 3: Return the product within 14 days of withdrawal, or follow the webshop's instructions.
Example from Rotterdam: You order a jacket on October 1 from a webshop, delivered on October 5 in Rotterdam-South. You can withdraw until October 19. You try on the jacket at home, but it doesn't fit. Email on October 15, return on October 20: the webshop refunds within 14 days.
Exceptions to the Right of Withdrawal
Certain products are excluded under article 6:230p DCC. Webshops must clearly state this.
| Category | Exception | Example |
|---|---|---|
| Hygiene | Non-returnable if seal is broken | Lingerie, swimwear |
| Personalised | Custom-made items | Engraved Feyenoord jewellery |
| Perishable | Fresh goods | Rotterdam flowers, delicatessen |
| Digital | Directly accessible content with your consent | Downloaded music |
| Services | Already performed with your permission | Home-delivered repair in Rotterdam |
Specific Rules for Travel and Events
For package holidays, concerts at Ahoy Rotterdam, or hotel bookings, withdrawal is often not possible 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 outbound shipping (return costs excluded).
- Webshop refunds within 14 days of receiving the return.
- Minor signs of use are allowed on returns.
Your obligations:
- Keep the original packaging.
- Use trackable shipping for proof.
- Pay return costs yourself, unless free labels are provided (e.g., by Bol.com or local promotions).
Example: Shoes €50 + €5 shipping from webshop. Upon withdrawal, €55 refunded. Return costs €6.50 at your expense, but many shops like Coolblue offer free returns from Rotterdam.
Webshop Refuses to Cooperate?
Send a registered reminder letter. No response? Report to the Authority for Consumers & Markets (ACM) or the Thuiswinkel Disputes Committee. For Rotterdam residents: free help via Juridisch Loket Rotterdam or proceedings at the District Court of Rotterdam. More about online shopping.
Frequently Asked Questions
Can I wear it and still return it?
Yes, for limited 'in-store trial' use. Heavy wear may result in a deduction.
No withdrawal info on the site?
Extended period: 12 months + 14 days. Take screenshots as proof.
Do I need to give a reason?
No, use the model form for simplicity.
Does it apply to Marktplaats in Rotterdam?
No, only professional distance sales. Private sellers are excluded.
Tips for Rotterdam Residents
Avoid hassle:
- Check terms before buying.
- Screenshot order and withdrawal info.
- Download the EU model form from rijksoverheid.nl.
- Choose shops with the Thuiswinkel quality mark.
- Pay large amounts by credit card.
- Via Municipality of Rotterdam: check local consumer advice.
You have strong rights: act quickly. Disputes? Start at Juridisch Loket Rotterdam or District Court of Rotterdam for free advice.
Article ~1050 words, current as per 2023 legislation. Personal advice: contact Rechtshulp Rotterdam.