As a resident of Leiden, you often shop on marketplaces like bol.com and Amazon, where both the platform and external sellers offer products. Your consumer rights may vary depending on the seller. Stay alert to who the seller is and know your options through local support services such as Het Juridisch Loket Leiden.
Difference between platform and external seller
On these online marketplaces, you encounter two types of sellers:
- The platform itself (for example, "Sold by bol.com") – Here, the platform is the direct seller and its standard policy applies.
- External seller (such as "Sold by [seller name]") – In this case, a third party acts as the seller, with its own responsibilities.
Seller's responsibilities
For purchases from external sellers in Leiden, the external seller bears primary responsibility for:
- Reliable delivery of the product.
- Warranty and compliance with product requirements (conformity).
- Handling your right of withdrawal within the legal timeframe.
Nevertheless, platforms like bol.com or Amazon may offer additional safeguards, which is convenient for Leiden residents.
Extra protection from platforms
Many of these platforms provide additional buyer protection, particularly useful for Leiden residents who shop online:
- bol.com: Its Buyer Protection covers non-delivery or defects.
- Amazon: The A-to-Z Guarantee offers refunds in disputes.
- Automatic refunds if the seller fails on delivery or service.
Purchases from foreign sellers
Platforms also feature sellers from abroad, which can present extra challenges for Leiden residents. Consider:
- Extended delivery times due to international shipping.
- More complex return procedures across borders.
- Difficulties enforcing warranty claims.
- Potential import duties or VAT on shipments from outside the EU.
For advice on this, contact Het Juridisch Loket Leiden.
Handling complaints in Leiden
Problems with your order? Follow these steps, and escalate to local authorities if needed:
- Contact the seller directly via the platform for a solution.
- No response? File a complaint with the platform for mediation.
- If the platform doesn't help, it often provides refunds; otherwise, turn to Het Juridisch Loket Leiden or the Rechtbank Leiden for legal assistance.
As a resident of the Municipality of Leiden, you have access to these resources to protect your rights.
Veelgestelde vragen
Wat is mijn retourrecht?
Bij online aankopen heb je 14 dagen retourrecht zonder opgaaf van reden, tenzij de wettelijke uitzonderingen gelden.
Hoe lang geldt de wettelijke garantie?
Goederen moeten minimaal 2 jaar meewerken. Defecten die binnen 6 maanden ontstaan worden verondersteld al aanwezig te zijn.
Kan ik rente eisen over schulden?
Ja, je kunt wettelijke rente eisen (momenteel ongeveer 8% per jaar) over het openstaande bedrag.
Wat kan ik doen tegen oneerlijke handelspraktijken?
Je kunt klacht indienen bij de consumentenbond, de overheid of naar de rechter gaan.
Wat is een kredietovereenkomst?
Een kredietovereenkomst regelt hoe je geld leent, wat de rente is, en hoe je dit terugbetaalt.