You're busy with your collection, your marketing, your customer service. The fine print of the law? That always comes later. Until you receive an email from a customer who wants to cancel their order, and you have no idea what to do with it.
This article is not legal advice, but it is a practical overview of the things you simply need to have in order. So you know where you stand.
In short: Do you sell online? Then legal rules apply regarding what must be on your website, how you may display discounts, how you deal with reviews, and how customers can return items. New as of June 19, 2026: a mandatory withdrawal button. We will go through the most important points.
The basics: what must be on your website?
Company details must be easily findable before someone buys something. Think of your company name (as registered with the Chamber of Commerce), Chamber of Commerce number, VAT number, registered address, email address, telephone number, and opening hours (when you are reachable).
Sounds logical. Yet, the VAT number is missing on many webshops, or an address is only deeply hidden in the general terms and conditions. Simply put this information in your footer and on your contact page. And check if it's correct on mobile as well.
Furthermore, you must have the following in order
A short checklist of the most important obligations:
- Product information: price including VAT, delivery costs before checkout, delivery time, and payment methods
- Cooling-off period: fourteen days is legally required, ensure this is clearly visible, not hidden in your terms and conditions
- Reviews: only genuine reviews from real customers. Paid or in exchange for a product? You must mention that
- Discounts: 'from-for' prices must be based on the lowest price of the thirty days before the promotion. Raising the price just before a sale is therefore not allowed
- Countdown timers: only use if the offer actually expires at that moment
- EU customers: you may not refuse or treat customers from other EU countries differently
For the complete and up-to-date list, see kvk.nl and ondernemersplein.overheid.nl.
What you need to arrange now: the withdrawal button
As of June 19, 2026, a withdrawal button will be mandatory on your webshop. This is a clearly visible button or link that customers can use to cancel their order within the statutory fourteen-day cooling-off period. After use, you send a confirmation, after which the return period begins.
The law does not stipulate that it must be technically complicated. A clear link to a cancellation form or contact page is a good starting point, as long as the text is unambiguous, such as 'cancel order' or 'withdraw purchase', and the subsequent process runs correctly.
Whether Shopify, WooCommerce, Lightspeed, or Jouwweb will automatically implement this for you is not yet known. So take matters into your own hands and don't wait for that.
Summary
Are these complicated rules? Not really. But they are actively enforced, and fines can apparently go up to 900,000 euros or four percent of your annual turnover. And apart from that: a webshop that is in order exudes confidence. And confidence sells.
Are you unsure whether your webshop complies with all obligations? Then consult ondernemersplein.overheid.nl or engage a lawyer.
