The Right of Withdrawal in Belgium: Rules for Online Sellers

If your online store sells to consumers in Belgium, the right of withdrawal applies to most of your distance contracts. This is the EU cooling-off right created by the Consumer Rights Directive 2011/83/EU, which Belgium has transposed into its national law. This guide explains how it works in practice for a seller shipping into the Belgian market.

An EU right, applied under Belgian law

The right of withdrawal comes from the Consumer Rights Directive, which sets a harmonised standard across the European Union. Because it is a directive rather than a regulation, each member state transposes it into national law. In Belgium the relevant provisions sit within the Code de droit économique (in Dutch, the Wetboek van economisch recht, or WER). The substance is the same EU right, but it is enforced through Belgian rules and by Belgian authorities. For the underlying rules, see our right of withdrawal law page and the complete withdrawal guide.

The 14-day cooling-off period

For most goods bought online, the consumer has 14 days to withdraw from the contract without giving any reason. For a sale of goods, that period generally runs from the day the consumer (or a third party they nominate) takes physical possession of the goods — in other words, from delivery rather than from the order date. Where an order is delivered in several instalments, the clock typically starts from the last item received.

Missing information extends the period

The 14 days assume you have told the consumer about their withdrawal right clearly and in good time. If you fail to provide that information, the withdrawal period is extended by up to 12 months. Once you do supply the information, the standard 14-day window begins from that point. The practical lesson is simple: give clear withdrawal information up front, and you keep the short cooling-off period.

The model withdrawal form

The directive provides a model withdrawal form that sellers must make available to consumers. The consumer does not have to use it — a clear statement of their decision to withdraw is enough — but you are expected to provide the form. In Belgium, given the multilingual context, you should think about the language your customers use: Belgium works in Dutch, French and German, and information should reach consumers in a language they understand for the region you are serving.

Refunds within 14 days

When a consumer withdraws, you must reimburse all payments received, including the standard cost of delivery, within 14 days. A few points are worth remembering:

• You must refund the standard delivery charge, though not any premium delivery upgrade the consumer chose.
• You may withhold the refund until you receive the goods back, or the consumer shows they have sent them.
• You should refund using the same means of payment the consumer used, unless they agree otherwise.

Exceptions to the right

Not every purchase carries a withdrawal right. The directive lists exceptions, and Belgian law reflects them. Common examples include goods made to the consumer’s specifications or clearly personalised, goods that are perishable or likely to deteriorate quickly, and sealed hygiene or health goods that have been unsealed after delivery. If you sell in these categories, make the position clear to customers before they buy.

The proposed EU withdrawal button

The European Commission has proposed a standardised “withdrawal button” that would let consumers exercise this right online with a single, easily identifiable control. At present this is a proposal and is not yet binding, so you are not required to implement a specific button today. It is worth keeping an eye on, however, as it may become a formal obligation in future.

A practical checklist for Belgian sales

• Tell consumers clearly about the 14-day withdrawal right before they order.
• Make the model withdrawal form available, in a language your customers understand.
• Refund within 14 days, including standard delivery costs.
• Flag any products that fall under the exceptions before purchase.

For more on the market you are selling into, see our Belgium country page. Enforcement in Belgium sits with the FPS Economy (the federal public service for the economy). Because national specifics can change, treat the details here as a qualitative starting point and confirm the current position with the relevant Belgian authority.

This article is educational, not legal advice.