Consumer rights in the Netherlands: purchase, warranty and returns
What would you like help with?
In an unsafe situation, do not continue using the product. Also pay attention to response deadlines in letters from a court or other authority.
First describe what you bought, from whom and what is going wrong. A defect, a late delivery and regret about a purchase are different situations. Therefore, the appropriate solution may also differ.
Frequently asked questions
Who should I report a broken product to?
Contact the seller and describe the problem. State the purchase date and normal use, and keep the response. Check which solution is appropriate for the defect before incurring repair costs yourself.
Warranty for a broken productWhat if my order does not arrive?
Check the agreed delivery and request clarification from the seller in writing. Keep the order, payment and messages. Then see which next step suits the delivery arrangement made.
Order not deliveredI returned something but have not received any money. What now?
Keep the proof of return and check why you returned it: cooling-off period, a defect or a voluntary returns policy. Ask in writing about the refund and attach the relevant evidence.
Return without refundWhat can you do now?
- Choose the right issue: defect, delivery, cancellation or refund.
- Ask the seller for a specific solution and keep your correspondence.
- Use an appropriate template letter or seek help if the complaint persists.
Have this information ready
- Order confirmation, invoice and proof of payment.
- Proof of return or shipment where relevant.
- Photos of the defect and messages with the seller.
When should you seek help quickly?
In an unsafe situation, do not continue using the product. Also pay attention to response deadlines in letters from a court or other authority.
Official sources and further information
ACM ConsuWijzer — warranty, repair and money back ↗General information about Dutch law. The source pages may be in Dutch. This explanation is not an individual legal assessment.
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