All online stores mention the revocation right, but what does it actually involve and what are you allowed to do in the time of reflection? Shopping Secure provides the answers.
The revocation right ensures that you have 14 days to return your online purchase. This period starts on the day that you receive the item. In other words, you have 14 days to determine whether you want to keep the item of send it back.
The revocation right does not apply to customized products or products that spoil easily. These and some other items are excluded from the revocation right. Please check Article 10 of the Thuiswinkel General Terms and Conditions for all exceptions.
Within this 14-day period you may unpack the product and use it in such a way that you can determine whether you want to keep it. A useful principle to apply in this regard is to imagine what you could do with the product in a physical store. For instance, you may not make a cup of coffee with a coffee-maker nor do your laundry in a washing machine. Also, you may not open the so-called blister pack of, for example, batteries. However, you are allowed to walk around in your new shoes or try on a jacket.
When you use a product more elaborately than strictly necessary to assess whether you want to keep it, this will probably result in a depreciation. The seller may charge you for these costs, which is only fair. Tip: be careful with the packaging and bear in mind that the seller might have to sell it again.
When you decide not to keep your product, you must notify the seller of this within 14 days of receiving it. You can do this by using the "standard form", which every online store is obliged to offer. You can also notify the seller of this in another way, for example by sending an email of by filling out an online contact of return form. It is often also possible to return the product with a statement that you wish to appeal to the revocation right, without notifying the seller of this beforehand. Always check the seller's website for the right procedure.
After you have notified the seller that you wish to appeal to the revocation right, you have another 14 days to return the product.
When you return the complete order, all costs of the order, including shipping costs (from the online store to you) and any administration costs, must be reimbursed. You should receive this amount in your account as soon as possible, but no later than 14 days after you have notified the seller that you wish to appeal to the revocation right. The seller is allowed to delay the repayment until he has received the product or until the consumer is able to demonstrate that he has returned the product.
When you keep one or more items from you order, you will only be reimbursed for the costs of the rest of the order and not for the shippings costs or any administration costs.
You will have to pay for the costs of returning the order yourself (from you to the online store). As a service, the online shop owner can offer to pay the costs for returning the order, but he is not obliged to do so.
When you notice that an online store is not observing the rules, please notify Thuiswinkel.org of this.
Do you have complaint about a Shopping Secure member? Please notify us by completing our complaint form.