Demand Letter Pack

Netherlands · Refund from a seller

A business owes you a refund: ask for it in writing

A business has to pay you back and has not: after you withdrew from a purchase made online or by phone, after your order was cancelled, or for a product that never arrived or is faulty, or a service that was not provided. A formal letter sets out the rules and gives a final deadline. For a faulty product it first asks for free repair or replacement, if you have not asked for that yet. You get the letter in Dutch or English.

Start your letterFrom €49, paid once. You do not need an account.

The questions and the documents that come with the letters (checklist, timeline, next steps and memo) are in English. The letters can be written in Dutch or English.

Other languages: Nederlands

The rules your letter follows

From our rules for the Netherlands, checked item by item against the official sources. Interest rates are reset from time to time; the list shows the current ones.

Refund after withdrawal from a purchase online or by phone
14 days
From the day the seller received your withdrawal. The refund includes the standard delivery costs. Unless the seller offered to collect the product, it may wait until it has the product back or proof that you sent it.
Final term the letter gives
14 days
You can choose up to 30 days.
Faulty or not as described
Repair or replacement first
Free of charge. If that fails, is refused or takes too long, the letter terminates the purchase and asks for the price back.
Statutory interest
4%
Until 31 December 2026. Runs from the date the seller is in default.
Limitation period for a defect
2 years
From the day you told the seller about the defect.
Court
Kantonrechter
For a consumer sale, whatever the amount, without a lawyer.
Disputes committee (Geschillencommissie)
Binding decision
Only if the seller belongs to a disputes committee for its sector. You pay a registration fee.
How to send it
Registered post
With acknowledgement of receipt (aangetekend met ontvangstbevestiging), and by email.

What the letter does

After a withdrawal, a cancelled order, or a product the shop agreed to take back, the letter asks for the money back by a final deadline and puts the seller in default.

If the product was not delivered or the service was not provided, the letter gives a final deadline to deliver or perform, or to refund you instead. If neither happens, the final notice in the Complete pack terminates the contract and asks for the money back.

If the product is faulty or not as described and you have not yet asked for repair or replacement, the letter asks for that first and lets the seller refund you instead. If neither happens, the final notice in the Complete pack terminates the purchase. If repair failed, was refused or did not happen within a reasonable time, the letter itself terminates the purchase and asks the seller to say by the deadline whether it will collect the product or you should send it back at its cost. In both cases the price falls due once the seller has the product or proof that you sent it back.

Who the letter is for

It is written for consumers who bought from a business, and it relies on the consumer rules. Those rules generally do not apply if you bought as a business or bought from a private seller, so for such a purchase this letter does not fit.

If the seller still does not pay

A dispute about a consumer sale goes to the kantonrechter whatever the amount, and you can act there without a lawyer. If the seller belongs to a disputes committee (Geschillencommissie), you can take the dispute there instead; its decision is binding, and you pay a registration fee. The escalation memo in the Complete pack describes these routes; it does not tell you which one to take.

Where the rules come from

  • art. 7:17 BWConformity of goods in consumer sales

    checked 7 October 2026

  • arts. 7:21 and 7:22 BWConsumer remedies for non-conforming goods

    checked 7 October 2026

  • art. 6:230r BWRefund after withdrawal from a distance contract

    checked 7 October 2026

  • art. 6:82 BWNotice of default (ingebrekestelling)

    checked 7 October 2026

What is in the envelope

Word and PDF files you can change before you send anything.

  1. 01

    Demand letter

    The formal letter, in the language you choose. Your amount and payment details, with the deadline and any interest and costs set according to the rules.

  2. 02

    Evidence checklist

    What to keep and what to send along, checked against the files you uploaded.

  3. 03

    Timeline

    Your dispute as a list of dates, including the ones still to come.

  4. 04

    Next steps

    How to send the letter so you can prove it arrived, and what to do with each kind of reply.

  5. 05

    Final demandComplete

    A shorter second letter with a last deadline, for when the first one passes.

  6. 06

    Escalation memoComplete

    Court, collection agencies and lawyers: what each involves. It describes, it does not recommend.

How it goes

  1. Today

    You answer the questions. It takes about ten minutes, and your answers save as you go.

  2. Today

    You read the summary and pay. The documents arrive a few minutes later, as Word and PDF.

  3. When you are ready

    You sign the letter and send it yourself, so it comes from you.

Questions

How long does a webshop have to refund me after I withdraw?

It must refund everything you paid, standard delivery costs included, without delay and at the latest 14 days after it received your withdrawal. Unless it offered to collect the product, it may wait until it has the product back or you have shown that you sent it.

When do I have to report a defect?

Within a reasonable time after you discover it. In a consumer sale, a report within two months of discovery is always in time. The limitation period of 2 years runs from that report.

I bought from a private seller.

Then the consumer rules generally do not apply. This letter relies on them, so it does not fit your purchase.

Can I have the letter written in English?

Yes. Dutch is the default; you can choose English if the seller reads it more easily.

P.S.

An AI system writes the drafts. Before you see them, our software checks each one for facts you did not give, legal references we have not verified and anything that reads like a threat. No lawyer reads them. They are document drafts and general information, not legal advice. Your answers are deleted 30 days after delivery, or earlier if you ask.

How the AI is usedPrivacy noticeRefunds

Start your letter

Also for the NetherlandsUnpaid invoice in the Netherlands: a notice of default