Cooling-off Period and Return Shipping Costs in Den Haag
The cooling-off period return costs concern the rules for return shipping during the statutory 14-day cooling-off period for online purchases. Normally, the consumer pays these costs, but exceptions apply. This article is specifically for residents of Den Haag and explains your rights, with tips from local organizations such as the Den Haag Legal Aid Office.
What is the cooling-off period?
The cooling-off period or right of withdrawal allows you as a consumer to cancel free of charge, without reason, within 14 days after delivery of a product or entering into an online agreement. This applies to webshops, phone orders, home sales, or fairs in Den Haag, but not to purchases in physical stores such as those in the city center.
Notify the seller of your withdrawal in time, for example via email or the standard form. You will get the purchase price back (minus discounts), but watch out for the return shipping costs.
Statutory rules
These are set out in the Civil Code (DCC) Book 6, Title 5.5, Section 4:
- Art. 6:230m DCC: Withdrawal within 14 days obliges the seller to dissolve the contract.
- Art. 6:230o(2) DCC: You pay the return shipping costs, unless the seller covers them or the product is too large for mail (such as a sofa).
- Art. 6:230p DCC: Inspection may be like in a Den Haag store, no more.
The Distance Selling Act is incorporated herein. For services, the period starts after commencement, unless you agreed to early performance.
Who bears the return costs in Den Haag?
Usually, you pay the return shipping costs. The seller must state this clearly on the website. Exceptions:
| Situation | Who pays? | Statutory basis |
|---|---|---|
| Standard online order (small item) | Consumer | Art. 6:230o(2) DCC |
| Free return promised (e.g., Zalando) | Seller | Voluntary or in terms |
| Large item (not mailable, e.g., refrigerator) | Seller (pickup) | Art. 6:230o(2) DCC |
| Defective or non-conforming product | Seller | Art. 7:17 DCC |
| Service/subscription | Consumer (no physical return) | Art. 6:230u DCC |
No fixed return fee above actual costs; only actual delivery costs such as PostNL rates.
Practical examples for Den Haag
Example 1: Shoes bought online for €50. After 10 days, not fitting: return via PostNL (€7.25). Seller deducts: correct.
Example 2: Sofa with 'free delivery and return' from a Den Haag webshop. Upon cancellation, picked up free by seller.
Example 3: Washing machine does not fit (no fault of your own): seller picks up and covers costs.
Example 4: Personalized mug: no cooling-off period, return refused.
Rights and obligations
- Your rights: Clear information upfront; refund within 14 days; no costs for free returns.
- Your obligations: Return product undamaged; within cooling-off period + return period (often 14 days).
- Seller's rights: Deduct actual costs; refuse if damaged.
- Seller's obligations: Clear information and model form.
In case of issues: complain to ACM, Thuiswinkel Disputes Committee, or locally at District Court of Den Haag or Den Haag Legal Aid Office.
Tips for shoppers in Den Haag
- Check terms for 'free return' before purchase.
- Take photos upon return against damage claims.
- Keep shipping receipt as proof.
- Choose shops with free returns (e.g., Bol.com).
- Withdraw in writing using the model form.
- Problems? First contact seller, then Den Haag Legal Aid Office for free advice or file a complaint.
Related: Return costs: who pays?, Right of withdrawal, Distance selling.
Frequently asked questions
Do I always have to pay return costs?
No, seller pays for free returns or large products. Check terms.
When is the cooling-off period extended?
To 12 months + 14 days if no information from seller.
Product damaged on arrival?
Then no cooling-off period needed: claim non-conformity via seller or Den Haag Legal Aid Office.