25% of Dutch webshops do not comply with refund laws | RetailDetail

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


Amazon now delivers packages to car trunks

25/04/2018

From now on, Amazon delivers orders to the trunk of your car. The retail and technology giant has given its Prime subscribers access to get packaged delivered to the trunk of their car, without any additional costs. The service is currently limited to the United States.

Dutch Beate Uhse division not bankrupt after all

05/04/2018

German Beate Uhse’s Dutch subsidiary has not gone bankrupt after all and will continue its activities in both Belgium and the Netherlands. The company revealed the information itself after bankruptcy rumours surfaced.

Amazon often cheaper than Dutch competitors

03/04/2018

Products that are available on both Dutch web shops and Amazon.de, are cheaper at Amazon in about half the cases. Not only do Dutch stores compete with Amazon.de, which ships to the Netherlands, but there are also rumours that Amazon.nl and Amazon.be will soon become more active.

Trump targets Amazon

03/04/2018

President Donald Trump has apparently targeted Amazon as his new enemy. He feels the retail giant is taking advantage of the U.S. Postal Service, something he wishes to remedy with a series of new rules and legislation.

Amazon undisputed ruler of French online world

29/03/2018

Amazon is the undisputed leader of the French online world thanks to a 5.6 billion euro turnover and a 19 % market share. According to Kantar Worldpanel, the overall online market in France was worth 30 billion euro in 2017.

Retail is main driver of artificial intelligence innovations

29/03/2018

Retail companies will invest about 2.76 billion euro in artificial intelligence this year. According to research firm IDC, they are the main driver for AI worldwide, ahead of the banking sector.