What are the consumer protection rules for online sales in the Netherlands?

Dutch term: Consumentenbescherming online verkoop | Legal basis: Articles 6:230g-6:230z BW

Online sales to Dutch consumers are subject to the distance selling provisions of articles 6:230g to 6:230z of the Dutch Civil Code, implementing the EU Consumer Rights Directive (2011/83/EU). The seller must provide extensive pre-contractual information including identity, product characteristics, total price, delivery costs, right of withdrawal, and complaint handling procedures.

The consumer has a 14-day right of withdrawal (bedenktijd) from receipt of the goods, during which the consumer can return the product without giving a reason. The seller must refund all payments including standard delivery costs within 14 days of the return. The right of withdrawal does not apply to certain product categories (personalised goods, sealed hygiene products, digital content after download with consent). Failure to inform the consumer about the withdrawal right extends the withdrawal period to 12 months.

Why it matters for international businesses

For international businesses selling online to Dutch consumers, compliance with the distance selling rules is mandatory and enforced by the ACM. For B2B online sales, the consumer protection rules do not apply, but general contract law and competition law rules still govern the transaction.