If you make a distance purchase in Zoetermeer, such as via the internet or telephone, you are entitled to a 14-day cooling-off period. Within this period, you can return the product without giving a reason and get your money back. This is called the right of withdrawal.
When does the cooling-off period apply?
The 14-day cooling-off period applies to purchases made via:
- Webshops and online platforms
- Telephone orders
- Door-to-door sales (canvassing)
- Sales at specific markets or fairs (depending on the situation)
Start of the cooling-off period
- Physical products: the period starts on the day you receive the product
- Services: from the moment the agreement is concluded
- Digital products: from the day of purchase
How can you exercise the right of withdrawal?
Within 14 days, you must inform the seller that you wish to cancel the purchase. This can be done by:
- Filling in the seller's withdrawal form
- Sending a written notice (for example by e-mail or post)
After this notification, you have another 14 days to return the product.
When does the right of withdrawal not apply?
There are situations in which you have no right to a cooling-off period, such as for:
- Fresh or perishable goods (for example foodstuffs or plants)
- Sealed items that are not returnable after opening (such as software or hygiene products)
- Products that are custom-made for you
- Individual editions of newspapers or magazines
- Travel and transport tickets
- Tickets for concerts or events
Who pays what?
The seller is obliged to refund both the purchase price and the shipping costs for the outbound shipment. However, the costs for returning the product are usually at the consumer's expense, unless the seller indicates otherwise.
Frequently asked questions about the right of withdrawal
What does my right of return entail?
For purchases via the internet, you have 14 days to return a product without reason, unless a statutory exception applies.
How long is the warranty period?
Products must function for at least 2 years. If a defect occurs within 6 months, it is presumed to have been present at the time of purchase.
Can I claim interest on outstanding amounts?
Yes, you are entitled to statutory interest (approximately 8% per year) on an outstanding debt.
What to do in case of misleading commercial practices?
You can file a complaint with the Consumers' Association, a government authority or submit the case to the court, such as the District Court of The Hague.
What does a credit agreement entail?
A credit agreement specifies how you borrow money, what interest rate applies and how the repayment proceeds.
Contact and support in Zoetermeer
For legal advice on the right of withdrawal or other consumer matters, you can go to the Juridisch Loket Zoetermeer. In case of disputes, a case can be submitted to the District Court of The Hague, which covers the district for Zoetermeer.