Parcel sent back. Where's your money?
Returned something within the cooling-off period? Then the online shop must refund you within 14 days. It may wait until the parcel is back, or until you show you sent it. You also get the standard delivery costs back.
How it works
Sending something back within the cooling-off period? Then the online shop has 14 days to refund you. The clock starts when you let them know you don’t want to keep it.
The shop may wait a bit. Until the parcel is back, or until you show that you sent it. Whichever comes first.
You get the price back, plus the standard delivery costs you paid. The same way you paid.
Sounds simple. Yet in a large study by the Dutch Consumers’ Association, more than 1 in 3 online shops got it wrong at least once: too late, or not at all.
Money not in? Here’s what to do
- Find your proof. The receipt or email from the pick-up point, with the tracking code. That shows you sent it back in time.
- Email the shop. Say you sent the product back on that date, and that the money must be back within 14 days. Give them a few days.
- Still nothing? Report it to ConsuWijzer, or to the disputes committee if the shop is a member. Paid by credit card or PayPal? Ask them if they can help too.
You took the parcel to the pick-up point three weeks ago. The money still isn't in. The receipt from the pick-up point? Gone. And when did you send it again?
Often asked
Can the shop give me a voucher instead of money?
Not just like that. The shop refunds you the same way you paid. Anything else is only allowed if you agree to it yourself.
Do I get the delivery costs back too?
The standard delivery costs to you, yes. If you chose faster or more expensive delivery yourself, you only get the standard amount back. You often pay for sending it back yourself, unless the shop says returns are free.
I only sent part of it back. How does that work?
Then you get the money for that part back. You usually don't get the delivery costs of the order back in that case.