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


European web shop growth stagnates

26/07/2017

The number of companies with an online sales channel in the European Union has stagnated. The study shows that many companies are hesitant to sell abroad, because they fear fraudulent activity.

Amazon launches physical payment solution Amazon Pay Places

25/07/2017

Amazon launched Amazon Pay Places in a limited amount of locations, which enables users of Amazon’s mobile app to place orders and check out in physical locations.

 Blokker adds household appliance specialist AO.nl to Nextail

21/07/2017

Blokker Holding’s online organization, Nextail, will enter a strategic collaboration with online household appliance specialist AO.nl’s Dutch division.

Everything costs 3 dollars in Brandless web shop

19/07/2017

Two American entrepreneurs have come up with an interesting new formula. Everything in their web shop, called Brandless, is priced at three dollars. The price is that low because they have cut a lot of costs.

Dutch eCommerce industry faces shortage of employees

17/07/2017

Dutch eCommerce companies struggle to find sufficient employees to handle the industry’s growth. More than half of the companies have job openings that can hardly be filled.

Alibaba launches its own intelligent speaker

05/07/2017

Chinese Alibaba has now also entered the intelligent speaker market, following Amazon, Apple and Google. Its main attraction is that the speaker is a lot cheaper than the competition. A small group can now trial the device for one month.

Back to top