Right of Withdrawal
The right of withdrawal is your customer's right to undo an online purchase within 14 days, or longer if you promise this in your return policy, and return the product, without needing any return reason.
Is right of withdrawal mandatory?
The right of withdrawal is an obligation for online stores. It means that customers have a cooling-off period of at least 14 days to cancel their online purchase.
As a webshop operator, you must refund the customer in full upon receipt of the product, if it was sent within 14 days of notification by the customer, or partially if depreciation has occurred.
What is not covered by right of withdrawal?
Certain products are excluded from the right of withdrawal, such as daily fresh products or hygiene products after they have been used, as well as customized products. Think flowers, fruit, worn underwear and tailored suits.
It's important to inform your customers about this when they make their purchase and also include it clearly in your return policy to avoid ambiguity and dissatisfaction.
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