Consumer rights in the Netherlands - returns, guarantees and subscriptions

You have a legal cooling-off period (bedenktijd) of 14 days when you buy:

• online or by phone;
• for €50 or more at your home, in the street or at a sales demonstration.

For products the 14 days start when you receive the item; for services, when the contract is concluded. You can cancel without giving a reason and get all your money back, including the standard delivery costs. It also applies to sale items, second-hand goods and special offers bought this way. There is no cooling-off period for some purchases, for example items made to measure; the seller must tell you this before you buy. If a seller did not inform you about the cooling-off period, it can be extended by up to a year.

To cancel, tell the seller that you are withdrawing; just sending the item back is not enough. Since 25 June 2026, websites and apps must offer a clearly visible withdrawal button for this throughout the cooling-off period, usable without creating an account. Then send the product back within 14 days of cancelling. You may unpack and try a product as you would in a shop, but if you use it more than needed to judge it, the seller may charge you for the loss in value.

There is no legal cooling-off period for purchases in a physical shop; some shops offer returns voluntarily.

Besides any manufacturer's or seller's warranty (often two years), you always have a legal guarantee (wettelijke garantie, conformiteit): a product must last as long as you may reasonably expect, given its type, price and brand. If it breaks with normal use, the seller (not the manufacturer) must repair or replace it free of charge, or in some cases refund you.

• ACM ConsuWijzer's own estimates illustrate this: a €400 washing machine should last at least eight years, and a €1,500 television at least seven.
• In the first year, the seller must prove that you caused the defect; after that, you must show that the product was faulty, for example with photos and evidence that others report the same problem.
• You do not need the receipt; a bank statement showing the purchase is also proof.
• The legal guarantee passes to a new owner if the product is sold on second-hand.
• You do not have to pay investigation costs if the defect turns out not to be your fault.

• After the fixed initial term, a subscription may continue automatically only if this was made clear before you signed. After that, you can cancel at any time with a notice period of at most one month for almost all subscriptions, including gyms, newspapers, energy and public transport.
• Newspaper and magazine trial subscriptions must stop automatically.
• If you signed up online, you must be able to cancel online.
• Accepting a new offer is a new contract, with possibly a new fixed term; read it carefully.
• Ask for written confirmation of every cancellation.

Businesses may call you to sell something only if you gave permission. Charities, charity lotteries and newspaper or magazine publishers may also call former customers from the past three years about similar products. If you are not interested, say no and hang up; never give your bank details or e-mail address to an unexpected caller. Some contracts for services agreed by phone, such as energy contracts, are only valid once you have confirmed them in writing. Purchases by phone and doorstep sales of €50 or more come with the 14-day cooling-off period.

• If you disagree with a bill, object in writing before the due date and pay the part you agree with.
• You can reverse (storneren) any direct debit (automatische incasso) within 8 weeks through your bank, and an unauthorised debit within 13 months. Reversing does not cancel a real debt: if you owed the money, you will still have to pay it.
• Be cautious with deposits (aanbetalingen) for large orders; ACM ConsuWijzer explains your rights if a business goes bankrupt or does not deliver.

1. Complain to the business in writing, describing the problem and the solution you want, with a reasonable deadline. ACM ConsuWijzer's template letters help.
2. Use a dispute committee. If the business is affiliated with De Geschillencommissie, an independent body covering many sectors, you can submit your complaint there after complaining to the business first. Mediation, settlement or a binding decision are possible; a fee applies and a case takes on average about 25 weeks.
3. Cross-border purchases in another EU country, Norway, Iceland or the UK: the European Consumer Centre Netherlands helps free of charge.
4. Report a business that breaks the rules to ACM ConsuWijzer; it does not settle individual disputes but uses reports for enforcement.
5. Legal advice and court. Het Juridisch Loket gives free initial legal advice. As a last step you can take the business to court.