Webshop not responding? Here is how to get your money back

Introduction
You ordered something, sent it back… and then? Silence. No reply. No money. This happens more often than you think — but you are in a strong position.

Your rights
The law is clear: after you exercise your right of withdrawal the webshop must refund you in full within 14 days. No exceptions.

• 14-day right of withdrawal — you may return your order without giving a reason
• 14 days to refund — from the moment the webshop receives your return (or proof that you sent it)

Common problems

• No response — customer service does not reply or keeps passing you on
• No refund — your return has been received but your money does not arrive
• Voucher instead of cash — the webshop offers store credit rather than a real refund. Often unjustified: you are entitled to a refund using the same payment method unless you explicitly agreed otherwise

What can you do?

• Step 1: Send a reminder — contact the webshop with your order number, return date, and proof of postage
• Step 2: Reference the law — mention art. 6:230o BW and the mandatory 14-day refund deadline; many webshops respond immediately
• Step 3: Send a formal complaint — if steps 1 and 2 produce nothing, a legally grounded letter is the next form of pressure

Let us handle it
For just €4.95 we write a letter that webshops take seriously. Our letter references the correct legislation, sets a clear deadline, and makes it plain that you will not let the matter drop. In most cases this leads to a full refund — without going to court.

Start your request
Still waiting for your money after a return? Start your complaint now and receive a letter within 48 hours that gets results.