Online purchase? You have more rights than you think

Introduction
Ordered online but no refund after a return? Or did you get a defective product and the webshop says "your own risk"? Then it is time to know your rights.

What does the law say?
Thanks to the right of withdrawal (art. 6:230o BW), you have up to 14 days after receiving the product to cancel. The webshop must refund the full amount within 14 days after cancellation.

Common problems:

• Webshop does not refund
• Return shipment allegedly "too late"
• Return refused without reason

Real-life example
You ordered a product online, but it did not meet expectations. Within the legal 14-day window you return it, properly packed and with track & trace. The webshop confirms receipt, but weeks later you still have no refund. Customer service is slow or points to "internal processing time".

In this situation you always have the right to a full refund within 14 days.

Under the right of withdrawal (art. 6:230o BW), a webshop must refund the full purchase amount within 14 days after cancellation - including shipping costs. That applies even if they are busy or say "it takes a while". If they do not pay, it is a violation and you can act immediately.

What can you do?

• Check that you returned the item within 14 days
• Request a refund by email
• Use a legal letter if the webshop keeps refusing