Can a Store Refuse Returns?

The Short Answer

A physical store can refuse a return if the product is not broken or defective. For online purchases, you always have a 14-day cooling-off period to return without reason. Many physical stores voluntarily offer a return policy as a service, but this is not a legal obligation. So always check the store's return policy in advance. For defective products, you always have a right to warranty, regardless of where you bought them.

What does the law say?

Dutch law clearly distinguishes between online and in-store purchases. For online purchases, the right of withdrawal from the Consumer Rights Act applies, giving you a 14-day cooling-off period. In physical stores, this right of withdrawal does not apply, unless the store voluntarily offers it. However, you have a right to warranty for all purchases if the product has defects, according to the Civil Code.

What should you watch out for?

Always check the store's return policy in advance, especially for expensive purchases. Pay attention to the conditions: some stores only accept returns with a receipt and original packaging. So always keep your proof of purchase. For online returns, you usually have to pay the return shipping yourself, unless the seller indicates otherwise.

Example from practice

Maria buys a dress in a clothing store, but at home, it doesn't fit well. The store refuses the return because the dress is not defective and they have no legal return policy. The store is allowed to do this. If Maria had bought the same dress online, she would have had 14 days to return it for any reason. If the dress had a defect, such as a broken zipper, the store would have to offer a warranty in both cases.

What can you do?

Follow these steps to avoid disappointment and protect your rights.