As a consumer, when are you entitled to a refund on an online purchase?

We all do it sometimes: ordering something online and thinking afterwards "hmm ... this isn't quite it". Fortunately, there are rules that protect you as a consumer, but there are also situations in which consumers are not entitled to a refund. In this blog you can read more about how that works.

The legal right of withdrawal

When shopping online, you always have a 14-day cooling-off period. This means that you can simply return a product without having to give a reason. So you don't have to explain why you don't want the sneakers after all or that the color of that dress is just not what you thought.

It works like this:

• Within 14 days, your consumer lets the online store know that you want to return something.
• After this notification you have another 14 days to actually mail the product.
• The online store should refund the purchase price, usually within 14 days after You notify the online store of the return. The online store may wait until they get the package back, though.
  
  

For example, some stores give 30 days return rights. That's nice, but know that the legal rule is always at least 14 days.

Are you allowed to use the product?

Yes, but only in a way you would in a physical store. So trying on is allowed, testing is allowed, but intensive use is not.

A few examples:

• Shoes you may try on as a consumer, but walking to school with them for a week is not a good idea. This leaves user marks. Think of wear on the sole or a dirty sole.
• A vacuum cleaner the consumer may try on, but cleaning your whole house with it is going too far.
• A dress the consumer may try on, but going out to dinner with the price tag still on does not fall under "trying on."
  
  

If you use a product more than you should, the online store may withhold part of your money. That's called depreciation. Sometimes it's a small deduction (cleaning costs, for example), but in extreme cases the store may even decide to refund nothing.

When a product is just not good

Sometimes it's not about regret or a wrong size, but the product itself is just not right. This is called non-conformity: the product does not meet expectations.

Consider:

• A laptop that won't turn on after six months even though you handled it properly.
• A raincoat that leaks after three wearings.
• A mirror that is delivered broken or a pillow that is a different color than what was on the website.
  
  

In such cases, as a consumer, you have the right to a solution. The store must repair the product, replace it or refund your money. As a consumer, you often have this right even after the 14-day cooling-off period. However, it is important that you report the complaint in time. Often this is within 14 days after you have received the product.

When are you not entitled to a refund?

There are situations in which you do not `just get the money back.

• Customization: anything that is made especially for you or personalized (for example, a customized cabinet with specific measurements or a mug with a name on it).
• Hygiene products: think underwear or swimwear with the hygiene strip removed.
• Perishable items: such as flowers or fresh food.
• Digital downloads: e-books or software that can be used immediately.
• Tickets for events: once a fixed date is known, these cannot be returned.
  
  

And there are also times when, as a consumer, you are not entitled to a remedy for a broken product. For example, when the damage is caused by use (dropping a phone in water), when there is normal wear and tear (worn soles), or when you have modified the product yourself or had it repaired without consultation.

What about the cost?

If you, as a consumer, return the entire order, you will also be refunded the shipping costs of the outward shipment. If you only return part of your order, you will be responsible for the shipping costs. In principle, the web store may charge you for return shipping costs, unless the web store states on their website that they pay for this.

They always pay via the same method with which you paid. So if you paid with a gift certificate, you will get a gift certificate in return. Only if you as a customer give permission, the store may refund the amount in another way. This refund must be made within 14 days after you reported your return to the store. The online store may wait until they have received the product.

Useful tips for you as a consumer

• Always register your return within 14 days, even if you do not return the product until later.
• Always keep the proof of postage of your return. As the sender, you are responsible for ensuring that it reaches the store.
• Be careful to try it on so the store doesn't have to deduct depreciation.

And for online stores: be clear on the website about the return policy, mention the exceptions in time and communicate quickly and honestly in case of complaints. That saves a lot of frustration on both sides.