Sample documents Sample Text on the Right of Withdrawal/Cooling-Off Period

As an online retailer, it’s essential to clearly inform customers about their rights and obligations regarding returns. This is not only important for providing good customer service, but it is also a legal requirement. Below, we explain how the right of withdrawal works, what you must include in your return policy at a minimum, and provide sample text that you can use or adapt to your situation.

You are required to inform your customers about the right of withdrawal (return policy) within your online store, in addition to your terms and conditions. Even if the right of withdrawal does not apply to your products, this must be stated. If you fail to do so, the customer has as long as 12 months after purchase to return the item free of charge.

The minimum information you must include in your return policy is:

• Does the right of withdrawal apply? For which products does it apply, and for which does it not?

• How can the customer exercise their right of withdrawal?

• When does the right of withdrawal expire?

• The full order amount will be refunded within 14 days of the return being reported (this is required by law).

• Does the customer have to pay the return shipping costs?

To meet these requirements, you can simply copy the standard text below into your online store.

Standard text on cooling-off period and return policy

You can use the following text in standard cases to inform your customers of the following actions:

“You have the right to cancel your order up to 14 days after the date of receipt without providing a reason. After cancellation, you have an additional 14 days to return your product. You will then be credited the full order amount, including shipping costs. You are responsible only for the cost of returning the item from your home to the online store. These costs amount to approximately 7.25 per package; please check your carrier’s website for exact rates. If you exercise your right of withdrawal, the product must be returned to the merchant with all accessories provided and—if reasonably possible—in its original condition and packaging. To exercise this right, please contact us at UWEMAIL@uwwinkel.nlWe will refund the order amount within 14 days of receiving your return notification, provided that the product has already been received in good condition or you have provided proof that the product has been returned. If the product is damaged or the packaging is damaged beyond what is necessary to try the product, we may charge you for the resulting decrease in the product’s value. Therefore, please handle the product with care and ensure it is properly packaged when returning it.

Our return address is:
Uwwebwinkel
Teststraat 1
1234 AA
Testadres”

“Would you like to exchange your product? That’s no problem at all. Please contact [EMAIL ADDRESS] to arrange this. Please note that you are responsible for the cost of returning the product.”

delivery address provided

“Did you accidentally provide the wrong delivery address? Please contact us as soon as possible. We’ll try to change the order for you.”

Exception: Custom-made items

Are your products excluded because you only sell custom-made items? If so, you can inform your customer of this with the following text:

“Products purchased through this online store are custom-made according to the specifications you provided. Therefore, the right of withdrawal does not apply. The sale is final upon successful payment.”

Exception for Sealed Products

You may seal products under certain circumstances, such as products that cannot be returned after opening for hygienic reasons. These products may still be returned if the seal has not been broken:

“For audio and video recordings, computer software, and products that are not suitable for return for reasons of health protection or hygiene, you have the right to cancel your order up to 14 days after the date of receipt without providing a reason, provided the seal has not been broken. If the seal is broken, your order is final and cannot be returned. If you exercise your right of withdrawal, you have an additional 14 days after cancellation to return your product. You will then be credited the full order amount, including shipping costs. You are only responsible for the cost of returning the item from your home to the online store. These costs amount to approximately 7.25 per package; please check your carrier’s website for exact rates. If you exercise your right of withdrawal, the product must be returned to the merchant with all accessories included and—if reasonably possible—in its original condition and packaging. To exercise this right, please contact us at UWEMAIL@uwwinkel.nl. We will then refund the order amount due within 14 days of receiving your return notification, provided the product has already been returned in good condition. If the product is damaged or the packaging is damaged beyond what is necessary to test the product, we may charge you for the resulting decrease in the product’s value. Therefore, please handle the product with care and ensure it is properly packaged when returning it.

Our return address is:
Uwwebwinkel
Teststraat 1
1234 AA
Testadres”

Exception: Non-perishable products

Are your products excluded because they have a short shelf life? Think, for example, of fresh products. In that case, you can inform your customer of this with the following text:

“Products purchased through this online store have a limited shelf life and therefore cannot be returned. The right of withdrawal does not apply. The sale is final upon successful payment.”

Always mention the right of withdrawal!

You’re required to inform your visitors of their rights. Even when the right of withdrawal doesn’t apply, you must state this separately from the terms and conditions within your online store! Feel free to contact us if you have any questions.