What are those rules?

Webshops should clearly inform consumers on their website about the legal rules surrounding the cancellation of their purchase. This should be done in a well-known place, for example, under the "Return" link. Including this information under a link such as "customer service", "frequently asked questions," or "terms and conditions" is not enough.

Full refund

The consumer is entitled to full refund of all costs that he has incurred to deliver the order. This means that he also has to pay back the delivery costs or other additional costs that he has paid if he canceled the order in its entirety.

Right of cancellation

The right to cancel the purchase may not be limited for reasons other than legal. Items in the sale and appropriate clothing may also return the consumer.


After the day of receipt of the product, the consumer has 14 days of reflection. From the time of cancellation, he must return the purchase within 14 days. The webstore must repay the amount within 14 days of the cancellation notice.

Payment means

The webstore may only repay with a voucher if the consumer has agreed or paid with a voucher. This also applies to online purchases in the sale.