Webshop does not refund money? This is how you enforce your refund!

The problem of online stores not refunding money is not new. Many people who shop online experience this once. You return nicely, but the refund fails to materialize.

Sometimes something goes wrong in the system or administration. But there are also online stores that are deliberately slow to respond, stretching rules or not responding at all.

Whatever the reason, it is important that you act quickly. The longer you wait, the harder it becomes to get your money back. This page tells you what steps you can take.

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• 100% No Cure No Pay: you pay us only when we collect
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Are you making a purchase from an online store? Then in most cases you have the right to cancel your order within 14 days of receipt. This is called the right of withdrawal. You don't have to give a reason.

If you exercise this right and return the product in time, the online store must refund you the full purchase price. This includes the original shipping costs. This right is there so that you can view the product at home before the purchase is finalized.

Please note that for some products, the right of withdrawal does not apply or applies differently. Think of customization, perishable products or some digital products that you can use immediately. Therefore, always check the return conditions of the online store.

The legal cooling-off period of 14 days is a minimum that online stores must adhere to. A web store may always give you longer to return. If they do so in their terms and conditions, then that longer period is simply valid.

A reliable online store clearly explains how to return. You often register your return online and follow a short step-by-step process.

Does an online store not provide clear return instructions? Then you can use the ACM's model withdrawal form and send it to the seller by e-mail. Also return the product within 14 days. The online store must then refund you within 14 days of your report.

In addition to the right of withdrawal, there are more situations in which you are entitled to your money back.

• Your order is never delivered
• The product breaks down within the warranty period and the online store does not fix it properly
• The product clearly differs from what was promised in the online store, for example, a totally different color or design
• You have been misled, for example by a false seal of approval or inaccurate information on the website

Is it not possible to reach a good solution, such as repair or replacement? Then, as a consumer, you are entitled to a refund of your money.

The Consumer & Market Authority (ACM) monitors the interests of consumers. Also when it comes to webshops that do not play by the rules.

The ACM monitors companies and can intervene if they structurally violate the law, such as by consistently not refunding money after returns.

For serious or repeated violations, the ACM can impose fines or take other measures to force a Web store to comply.

Most online stores handle returns nicely. But there are also parties that do everything they can to avoid refunds or do so as late as possible. Common tactics are:

• Promises without action: you are constantly told you will get your money, but nothing happens.
• Cancellation charges: refunds are made, but charges are deducted that you haven't clearly agreed upon.
• No contact information: there is no phone number, address or functioning contact form on the site, so you won't get a hold of anyone.
• Rules change after the fact: the online store adjusts the return policy after you order, for example by suddenly listing stricter terms and conditions.

Do you encounter one or more of these tactics? If so, don't wait too long and take action.

Does an online store refuse to refund your money after a return? If so, follow these steps:

1. Contact the web store directly. Briefly explain what happened and include evidence such as order confirmation, track & trace and previous emails.
2. Send a clear payment reminder. Is the online store not responding or is payment not forthcoming? Then send a written reminder and give a clear payment deadline.
3. File a complaint. You can post a complaint through review sites or a complaint platform. That puts extra pressure on the online store.
4. Do you suspect a scam? File a report. If you suspect fraud, report it to the police.
5. Engage a collection agency. We can collect the debt on your behalf and take over contact with the online store.
6. If necessary, have proceedings initiated. In extreme cases, you can take the online store to court. We can guide you through this and start the legal proceedings for you.

You can never prevent problems completely, but you can make the chances smaller.

• Read the terms and conditions. Before you order, check how the online store handles returns, cancellations and refunds.
• Choose reliable online stores. Check out reviews and ratings to see how the online store treats customers.
• Check labels. See if the online store is affiliated with a well-known hallmark, such as Thuiswinkel Waarborg.
• Use secure payment methods. Preferably pay with reliable methods such as iDEAL or Klarna.
• Save all communications. Save confirmations, invoices and emails. This is important evidence if something goes wrong.

We are experienced in recovering money from webshops that fail to pay back or pay back late. Would you like to outsource the entire process, or are you looking for a specialist to support you if you can't manage it yourself? We connect to what you need.

We take a friendly but clear approach to the web store. That way we keep the tone professional and businesslike, and increase the chances of you getting what you're entitled to quickly.

Want us to get to work for you? Then submit your collection order online. This usually takes you no more than a few minutes.