In the Netherlands, the right of withdrawal (herroepingsrecht in Dutch) is an important part of Dutch consumer law. It can affect how businesses handle cancellations, refunds, and customer communication both in the Netherlands and more widely across the EU.

Below, we’ll explain what the right of withdrawal for online purchase (herroepingsrecht bij online aankopen) means, who it applies to, how it works for refunds, and how your business can stay compliant and offer a clear, trustworthy experience for customers.

What’s in this article?

• What is the right of withdrawal?
  
• Who can use the right of withdrawal in the Netherlands?
  
• How long is the cooling-off period for online purchases?
  
• What are right of withdrawal exceptions (herroepingsrecht uitzonderingen)?
  
• How does the refund process work under Dutch law?
  
• How can online businesses comply with the Dutch withdrawal rules?
  
• How Stripe Payments can help
  

What is the right of withdrawal?

In the Netherlands, the herroepingsrecht consument, or consumer’s right of withdrawal, is an important consumer right under Dutch law. It gives people who buy something online or away from a physical store the right to cancel the purchase within 14 days and get their money back, with no explanation required.

When you shop online, you can’t hold, try, or inspect what you’re buying. In acknowledgment of this, Dutch law gives consumers a “cooling-off” period to change their minds once they’ve received what they ordered. The rule applies to almost every kind of distance sale: an online checkout, a phone order, or even a doorstep product or service worth at least €50.

If a customer withdraws, the seller has to accept the return and refund the full amount paid, including the delivery cost. Businesses also can’t charge any restocking fee, penalty, or “handling” surcharge.

Physical shops can offer returns as a courtesy, but it’s a commercial choice, not a legal requirement. For online businesses, the herroepingsrecht is mandatory and signals reliability to customers.

Who can use the right of withdrawal in the Netherlands?

Under Dutch law, a consumer is someone who buys a product or service for personal use, not for business purposes. Therefore, the cooling-off period only applies to business-to-consumer (B2C) transactions, not business-to-business (B2B) ones.

This right also applies to many EU consumers. If your Dutch webshop sells to someone in Germany or France, they still get the same protection. So if you sell to private individuals online, assume that herroepingsrecht applies by default, unless a clear exception says otherwise.

How long is the cooling-off period for online purchases?

Many online sales in the Netherlands offer a cooling-off period of 14 calendar days. This period begins the day after the buyer receives the product, not the day of payment. If an order arrives in parts, the 14 days start once the last item is delivered.

What are right of withdrawal exceptions (herroepingsrecht uitzonderingen)?

Dutch law carves out exceptions to herroepingsrecht where returns or cancellations don’t make sense, usually because the product or service can’t reasonably be “undone.”

These are some common exceptions:

• Custom-made or personalized goods: Products made specifically for one buyer, such as engraved jewelry or a photo book.

• Perishable goods: Anything that spoils or ages quickly can’t be returned, such as flowers, groceries, or fresh meals.

• Sealed products that were opened: Items such as makeup, underwear, or medical devices can’t be returned once they’ve been opened, for hygiene and health reasons.

• Media with broken seals: CDs, DVDs, or software in sealed packaging can’t be refunded once opened.

• Digital content: Downloads and streaming access are exempt from withdrawal. If the buyer has consented to immediate access, they have accepted that they will lose the right to withdrawal.

• Services with a fixed date: Right of withdrawal for services, or herroepingsrecht voor diensten, is treated differently. For example, holiday home bookings, event tickets, car rentals, or catering for specific dates can’t be canceled under this rule.

• Newspapers and magazines: One-off issues don’t qualify under herroepingsrecht.

If an exception applies, businesses must say so clearly before purchase. For example, if you sell custom furniture or nonreturnable tickets, you need to state on the product page that right of withdrawal does not apply.

How does the refund process work under Dutch law?

The customer must notify you within 14 days of receiving their order, and they don’t have to explain why.

You refund the full amount within 14 days of receiving the withdrawal notice. That includes the product price and the standard delivery cost. You don’t have to refund shipping if you make it clear beforehand that you will not refund that cost or if the customer returns part of an order. You can wait until the goods are returned or proof of shipment arrives before issuing the refund, and use the same payment method for the refund, unless you and the customer agree on a different method.

Return shipping costs can be covered by the buyer, but only if you made this clear in advance. If you didn’t, the law says you must cover it. Product condition matters. Customers can open and inspect most items (excluding sealed items), but if they use it beyond what’s reasonable for testing, you can charge a fee to reflect the loss in value.

How can online businesses comply with the Dutch withdrawal rules?

Dutch law gives online shoppers strong withdrawal rights, and businesses need systems that respect the rules. With a few simple practices, you can stay compliant and maintain your customers’ trust.

Here’s how to comply with the right of withdrawal for businesses, or herroepingsrecht zakelijk.

Be up-front

Businesses are required to notify consumers about their rights. If you don’t clearly inform customers about their herroepingsrecht before checkout, the cancellation period will be extended to 14 days from the moment you do inform them, up to a maximum of 1 year. The simplest fix is to make the policy clear from the start. Tell customers they have a 14-day cooling-off period, or explain if an exception applies. Dutch law provides a template for businesses to use to notify consumers of their rights.

Track your timelines

Create a simple system to log when withdrawal notices come in and when refunds go out. You must refund within 14 days of the cancellation request.

Train your support team

Make sure your support team understands the right of withdrawal for companies (herroepingsrecht bedrijven), including the withdrawal rules, and processes requests in an efficient way. A transparent process helps maintain consumer trust.

Use consent measures

For digital products that start immediately, customers must confirm that they want instant access, which waives their right to withdrawal.

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