Who Pays Return Shipping for Withdrawals in the Netherlands?

It depends on what you told the customer. Under the Consumer Rights Directive (2011/83/EU), transposed into the Dutch Civil Code (the Burgerlijk Wetboek), the consumer may be made to bear the direct cost of returning the goods after a withdrawal — but only if you informed them beforehand that they would carry that cost. If you did not, you as the seller must bear it.

Two separate costs

It helps to keep two different amounts apart:

• The original outbound delivery — when a consumer withdraws, your refund must include the standard cost of the original delivery. You are not obliged to refund the extra cost of a premium delivery option the customer chose over your cheapest standard one.
• The return shipping — this is the separate cost of sending the goods back to you, and it is the one that can fall on the customer, provided you told them clearly in advance.

What this means for a Dutch-market store

The practical rule is simple: if you want the customer to pay return postage, say so clearly before they order — ideally in Dutch, and on a durable medium such as the confirmation email. Stay silent and the cost is yours by default. Either way, reimburse the price and the standard outbound delivery within 14 days of a valid withdrawal.

For the broader rules and enforcement context — the ACM oversees consumer protection in the Netherlands — see our complete withdrawal button guide and the withdrawal-button law page.

This answer is educational and does not constitute legal advice.