25% of Dutch webshops do not comply with refund laws

25% of Dutch webshops do not comply with refund laws

According to a research of the Dutch consumer association Consumentenbond about a quarter of online shops do not refund money within thirty days when consumers return the product within the legal cooling-off period. A survey by Belgian consumer association Test-Aankoop a year and a half ago had shown similar results.

268 products at 118 online shops

“Ordering with an online shop is done very quickly. If you regret your purchase, you can return it and get a refund, but about a quarter of online shops don’t refund at all, or do it too late", says Consumentenbond. The consumer association ordered 268 products at 118 online shops and immediately returned all packages. “Over a quarter of online shops did not refund the money by itself within thirty days. Four shops did not refund our money at all.”

 

In The Netherlands the consumer has a seven day cooling-off period to return the product. The online shop has to refund the purchase, including shipping costs (not those of the return shipment) within 30 days.

 

A lot of shops however find excuses not to refund the money on time: “did not receive package”, “old address on return form”, “administration closed this week” and so forth. The organisation advises consumers not to back down and to keep pushing for their refund. “If you don’t want all the hassle, you can maybe choose to pay after delivery.”

 

Union of webshops “positive” about report

In the newspaper AD the Dutch union of online shops Thuiswinkel.org reacts positively to the survey: “It is a good thing Consumentenbond researched this. We regret that many online shops seem not to be taking consumers and the market seriously”, says director Wijnand Jongen. He encourages all online shops to make a full refund as quickly as possible and to not wait until the end of the legal term.

 

18 months ago Belgian Test-Aankoop also rang the alarm. The organisation bought products at 35 online shops and returned them immediately. Eight online shops failed the test, because of belated refunds or for not refunding at all.

Questions or comments? Please feel free to contact the editors


Rakuten bridges gap to Japanese online consumer

30/10/2017

In Alibaba and Amazon’s shadow, Japanese Rakuten Ichiba is quickly developing. Several Western chains are using the platform to sell their products to Japanese online consumers.

Whole Foods contributes to Amazon's enormous turnover increase

27/10/2017

American Amazon’s third quarter turnover grew a lot once more, partially thanks to Whole Foods. This was the first time the chain’s turnover was added to Amazon’s overall turnover.

More than half of American families subscribed at Amazon

21/10/2017

An astonishing ninety million Americans have joined Amazon’s subscription program, Amazon Prime. Considering there are 126 million families in the United States, it is clear that Amazon has a tight grip on its home territory. What can Europe learn from this?

Safe.Shop is new global eCommerce trust mark

16/10/2017

Safe.Shop is the world’s first global eCommerce trust mark. Currently, only twelve countries signed up, but that number should increase in the future.

Fashion platform About You launches in the Netherlands and Belgium

11/10/2017

German fashion web shop About You, the second largest online European fashion retailer, officially launched in Belgium and the Netherlands following an unofficial launch in the Netherlands some time ago.

Alibaba invests billions in physical retail

28/08/2017

Over the past two years, Chinese eCommerce giant Alibaba has spent nearly seven billion euro in physical retail. Its Hema Xiansheng chain already has thirteen supermarkets and it acquired luxury department store Intime from the government in January.

Back to top