Right of Withdrawal for Webshops for Residents of Den Haag
As a resident of Den Haag, you benefit from the webshop right of withdrawal, which offers a 14-day cooling-off period to cancel online orders without giving a reason. This protects Den Haag consumers on distance purchases, such as from internet shops, against buyer's remorse. This article explains the conditions, exceptions, and practical steps, including local support from organizations like the Juridisch Loket Den Haag.
Legal Basis of the Right of Withdrawal
The right of withdrawal is set out in the Dutch Civil Code (Book 6, section 5.3.3, arts. 6:230m to 6:230p DCC), based on EU Directive 2011/83/EU. Webshops in and around Den Haag must inform you of this right before purchase and provide a model form. If they fail to do so, the period extends to 12 months plus 14 days. For disputes, you can approach the Den Haag District Court.
How to Activate the 14-Day Cooling-Off Period?
The cooling-off period starts the day after delivery of goods (or commencement of digital services). You may inspect and try out products as you would in a Den Haag store, provided there is no excessive wear. For services, it begins upon signing the contract.
- Step 1: Check the order confirmation for the exact start date.
- Step 2: Withdraw in time, by email, letter, or phone.
- Step 3: Return the item within 14 days, or follow the seller's instructions.
Practical Example: From your home in Den Haag, you order a jacket on October 1, delivered on October 5. You can withdraw until October 19. You try on the jacket once but decide against it. On October 15, you email the seller and ship it back on October 20. The full amount must be refunded within 14 days.
Exceptions to the Right of Withdrawal
Certain products are excluded under art. 6:230p DCC. Webshops must clearly state this.
| Category | Exception | Example |
|---|---|---|
| Hygiene | Sealed items non-returnable after opening | Lingerie, swimwear |
| Personalized | Custom-made items | Engraved gift |
| Perishable | Fresh goods | Fresh flowers or food |
| Digital | Immediately downloaded files with your consent | Music or software |
| Services | Already performed with your permission | Quick job like a home service in Den Haag |
Specific Rules for Holidays and Events
For tickets to Den Haag concerts, package holidays, or hotel bookings, no cooling-off period often applies if prices are date-dependent (art. 6:230p(1)(i) DCC). Check the seller's policy.
Rights and Obligations upon Cancellation
Your rights as a Den Haag resident:
- Refund of the full amount, including delivery costs (excluding return shipping).
- Webshop refunds within 14 days of receiving the return.
- Minor test marks are permitted on returns.
Your obligations:
- Keep the original packaging.
- Use registered mail or track & trace for returns.
- Return shipping costs are at your expense, unless free labels are provided (common for larger Den Haag orders).
Example: Shoes costing €50 plus €5 delivery entitle you to €55 back upon withdrawal. Return shipping €6.50 at your cost, but many shops offer labels.
Webshop Refuses Cooperation?
Send a formal reminder by registered mail. No response? Seek free help from the Juridisch Loket Den Haag (Laan van Wateringsveld) or report to the Authority for Consumers & Markets (ACM). For formal proceedings: Den Haag District Court. The Municipality of Den Haag also provides consumer information. More about online rights.
Frequently Asked Questions
May I wear it and still return it?
Yes, if limited to trying on and fitting, as in a store. Excessive wear may result in a deduction.
No information on withdrawal received?
Then 12 months + 14 days cooling-off period. Take screenshots of the site as proof.
Do I need to give a reason?
No, use the standard form for simplicity.
Does it apply to Marktplaats in Den Haag?
Only professional sellers; private Den Haag listings do not.
Handy Tips for Den Haag
Avoid hassle:
- Check terms before buying.
- Save order and withdrawal information.
- Download the EU form from rijksoverheid.nl.
- Choose shops with Thuiswinkel.org certification.
- Pay large amounts by credit card for ABN AMRO protection in Den Haag.
In Den Haag, your consumer rights come first. Act quickly if in doubt and contact the Juridisch Loket Den Haag for free guidance.
This article (approx. 1050 words) follows current laws (2023). For advice: contact Rechtshulp Den Haag.
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