Colportage, also known as door-to-door sales or street sales, is a sales method whereby consumers are often approached unexpectedly. Due to the spontaneity of this approach, the law provides extra protection, such as a 14-day cooling-off period.
What does colportage entail?
Colportage concerns sales that take place outside the shop or sales premises of the supplier, where the consumer has not initiated contact themselves. This includes:
- Door-to-door sales (e.g. household appliances, energy contracts, magazines)
- Sales in public places such as streets
- Sales during organised outings
- Unexpected home visits following a telephone appointment
14-day cooling-off period
In colportage, as a consumer you are entitled to a 14-day cooling-off period. Within this period, you can cancel the purchase without giving a reason. This period starts on the day you receive the product or, in the case of services, on the day the agreement is concluded.
Mandatory information from the seller
A seller is obliged to provide the following information immediately:
- Identity and contact details of the company
- Key characteristics of the product or service
- The full price, including any additional costs
- The right of withdrawal within 14 days
Prohibited practices
In colportage, certain practices are strictly prohibited, such as:
- Exerting pressure with aggressive sales methods
- Refusing to leave upon request
- Intimidating or threatening the consumer
- Targeted sales to vulnerable groups, such as the elderly or people with disabilities
No colportage sticker in Zoetermeer
Do you not want sellers at your door in Zoetermeer? Stick a 'no colportage' sticker on your letterbox. Companies are obliged to respect this and may not then approach you for sales.
Frequently asked questions about colportage
How do I make use of the 14-day cooling-off period?
Within 14 days after receipt of the product or entering into a service agreement, you can cancel the purchase without reason. Send a written notice (for example by e-mail) to the seller and return the product if you already have it. Keep proof of dispatch. The seller must refund the paid amount within 14 days after your cancellation.
What to do if a seller does not leave?
A seller who refuses to leave acts contrary to the law. Politely but firmly ask him to leave. If this does not help, contact the police (112 in case of immediate danger, otherwise the regular number). Note the name of the seller and the company for a complaint to the Authority for Consumers & Markets (ACM).
Does the cooling-off period also apply to sales via telephone?
Yes, if the consumer has not initiated contact themselves, telephone sales fall under colportage. You then have a right to a 14-day cooling-off period. The seller must confirm this right in writing. Request an e-mail for confirmation and check whether the withdrawal conditions are clear.
What if the seller does not inform me about my right of withdrawal?
If the seller fails to correctly inform you about your right of withdrawal, the cooling-off period is extended to a maximum of 12 months after the standard period of 14 days. You can still cancel the agreement. Keep proof that the information was not provided, such as a contract without a withdrawal clause.
What to do in case of suspected fraud by a colporteur?
Report it to the police as soon as possible and notify the ACM via their website. Collect all relevant evidence, such as contracts, receipts, names, photos of the product and any conversations (if legally recorded). Contact the seller for a solution and consider seeking legal assistance.
Is a 'no colportage' sticker legally binding?
Yes, a 'no colportage' sticker has legal value. Companies may then not approach you for door-to-door sales. If it happens anyway, file a complaint with the ACM. Note: the sticker does not automatically apply to non-profit organisations or political parties, unless you specify otherwise.