The 4 Certainties Security 3: Good conditions

Providing good terms and conditions is essential for a webshop. It shows customers that their rights are respected and prevents conflicts. WebwinkelKeur helps member webshops to draw up conditions that comply with legislation and customer expectations.

1. Shipping options and costs

What customers want to know:

Customers want clarity about shipping options and associated costs before purchase. This includes:

- What shipping options are offered? Standard, express, or free delivery above a certain amount.

- How high is the cost? Make sure shipping costs are immediately visible in the checkout. Avoid hidden charges.

- How soon will it be delivered? Delivery times should be realistic and achievable.

Why is this important? Unforeseen costs or unclear delivery times can lead to cancellations and negative experiences. Transparency creates trust and increases the likelihood of repeat purchases. It is also important that consumers know in advance what the total cost is going to be.

2. Return policy: The 3x14 days rule

By law, consumers in the Netherlands are entitled to a cooling-off period of 14 days after receiving a product. During this time, customers can return a product without giving a reason. After that, the following terms apply:

- 14-day cooling-off period: Consumers can indicate that they want to return a product.

- 14 days to return the product: After reporting a return, the customer has two weeks to return the product.

- 14 days to pay: Once the return is requested, the online store has 14 days to refund the amount to the customer. However, the online store may wait until the order return is received.

3. Exceptions to the Right of Withdrawal

Not all products can be returned. According to the law, there are clear exceptions to the right of withdrawal, including:

- Hygiene products: Such as razors or makeup, if the seal is broken.

- Custom-made products: Items that are specially customized, such as personalized clothing.

- Perishable goods: Think fresh foods that can spoil quickly.

Why these exceptions? These products cannot be resold or have a limited shelf life. Communicate these exceptions clearly in your return policy to avoid misunderstandings.

4. Diminished value in returns

When a customer returns a product that is damaged or used, the web shop is allowed to charge a compensation for the depreciation. What is permitted?

- Customers may evaluate a product as they would in a physical store, for example, try on a piece of clothing. But if a product has obvious signs of use (such as scratches on a gadget), the webshop may charge a reasonable fee.

How do you calculate depreciation? This must be in proportion to the damage. The webshop must make clear what the depreciation means and how it is determined.

5. Costs of a return

In case of a return, it must be clear who bears the costs:

- Customers usually pay themselves: Unless the webshop offers free returns as an extra service.

- If a package is refused: If a customer refuses a package without a good reason, return costs can still be charged. However, this should be clearly stated in the terms and conditions.

6. Warranty conditions

Warranty terms are a crucial aspect of consumer rights and an indicator of reliability for online shops. Customers not only have legal rights, but can also benefit from additional warranties offered by the webshop or manufacturer. Below is a detailed explanation of the different types of warranties and what this means for both customers and webshops.

6.1. Legal warranty: what do you need to know?

The legal warranty is a basic right that protects consumers. It provides assurance that a product meets reasonable expectations. What does legal warranty entail?

- Free of defects: A product must be free of defects at the time of purchase. This applies even if the defects only become apparent later, as long as the problem was not caused by misuse.

- Suitable for normal use: A product must function as expected. For example, a kettle should be able to boil water, and a phone should be able to make calls and send text messages.

- Depends on the product: The length of the legal warranty is not defined, but depends on what is reasonable given the type of product. For example, an expensive appliance such as a washing machine has a longer expected lifespan than a cheap kitchen gadget.

The role of the webshop: The webshop is obliged to repair defective products, replace them or refund the purchase price if the problem falls within the reasonable period. Webshops must be transparent about these rights and actively inform customers about how to invoke legal warranty.

6.2. Transparency and Communication.

Customers often have questions about how they can make use of warranties. It is therefore important that web shops communicate clearly and simply about:

- How customers can claim a warranty: A user-friendly procedure lowers the barrier to contact.

- What is and isn't covered: For example, damage due to one's own fault or normal wear and tear often falls outside the warranty.

- The duration of the additional warranty: For example, 1 year additional warranty on top of the legal coverage.

Practical tips for web shops:

- Create a separate warranty page: Here customers can find all the information they need.

- Add warranty terms to product pages: This helps customers make more informed choices.

- Provide a simple claim process: For example, an online form or direct support via e-mail or phone.

6.3. Value for consumers and web shops

For consumers: Warranty terms offer them security and protection in the event of a defective product. They feel heard and supported, which contributes to a positive shopping experience.

For webshops: Good warranty terms strengthen trust in the webshop. A smooth warranty process can prevent negative reviews and complaints, which in turn benefits the reputation.