What can I do if I returned an order but have not received a refund in the Netherlands?
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Detailed explanation, checklist and sources
After valid withdrawal, a webshop must generally refund payments received within 14 days after your withdrawal notice. For goods, the seller may wait until the product is returned or you prove that you sent it back, whichever occurs first.
On this page
1. First check why you returned the order
This page concerns a Dutch distance consumer purchase that you validly withdrew from. A shop's voluntary exchange policy, a purchase from a private seller and a warranty claim for a defective product do not automatically follow the same rules. First check that you notified the seller unequivocally within the applicable withdrawal period and that no statutory exception applies.
2. Calculate the refund deadline correctly
The seller must refund without undue delay and no later than 14 days after receiving the withdrawal statement. For goods, the seller may withhold payment until receiving the product or until you prove that you sent it back, whichever is earlier. The period therefore starts with your clear withdrawal notice, although proof of posting may be needed before you can enforce payment.
3. Calculate the amount due
For full withdrawal, the refund generally includes the purchase price and the cost of the cheapest standard delivery offered by the seller. An upgrade chosen by you need not be refunded. The original delivery cost is normally not repaid for a partial return. The seller uses the same payment method unless you expressly agree to another one without extra cost. A properly supported deduction for diminished value can apply after excessive use.
Burgerlijk Wetboek Boek 6 · artikelen 230r en 230s ↗
4. Collect proof of notice and return
Keep the order, payment confirmation, terms, withdrawal notice, return instructions, posting receipt, tracking and webshop messages. Make a timeline showing the notice date, return date and the date on which the shop or carrier recorded receipt. If the receipt is missing or the parcel is lost, promptly ask the return point and carrier for evidence; timely return can be difficult to prove without it.
5. Demand payment in writing
Send the seller a short written demand. State the order number, withdrawal and return dates, evidence and exact amount claimed. Explain that the statutory deadline has passed and give a specific reasonable payment period, such as 7 days. Send copies rather than originals and request written confirmation. Use the official complaints channel, but do not rely on an unanswered chatbot conversation as your only evidence.
6. Choose an appropriate next step
If payment still does not follow, check the complaint process, any buyer protection or applicable dispute body and obtain advice on collection or proceedings. Do not pay an unknown ‘refund service’ without checking it. If the seller cannot be found or fraud is suspected, preserve all records and seek targeted help. Card, payment service and platform complaint deadlines may apply separately; they do not replace your statutory rights.
How can I request the refund in writing?
Draft to complete yourself: ‘On [date] I withdrew from order [number]. I returned [product] on [date]; proof is attached. I have not received the € [amount] refund. Please refund this amount to the original payment method within 7 days and confirm payment.’ Check all dates and the amount. This website does not send it.
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Order confirmation and payment evidence
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For each event, note the date, what happened and where the evidence is kept. Example: 3 October — letter received — correspondence folder.
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- Order confirmation and payment evidence
- Withdrawal notice with sending date
- Return conditions and address
- Posting evidence and tracking
- Proof of receipt or earlier return notice
- Calculation of price and delivery costs
- Messages and promised payment date
- Written demand and delivery evidence
Sources
Need personal assistance? Request a lawyer through our chat. We explain the next step; submitting a request does not engage a lawyer. The links below support the legal information.
Burgerlijk Wetboek Boek 6 · artikelen 230r en 230s ↗ACM ConsuWijzer · Bedenktijd en terugbetaling ↗Rijksoverheid · Kopen op afstand ↗Sources may be in Dutch. General information about Dutch law, not individual legal advice.