Consumentrechtenrichtlijn

Consumentrechtenrichtlijn is the Dutch name for the European Union directive on consumer rights, Directive 2011/83/EU. It was adopted in 2011 and, after transposition by member states, began to influence consumer law across the EU. The directive aims to harmonize core protections for consumers in contracts with traders, especially for distance selling and contracts concluded off the trader’s premises, to facilitate cross-border shopping and strengthen consumer confidence.

The directive covers contracts for goods and services provided to consumers, and it also addresses digital content when delivered to consumers. It requires traders to supply clear pre-contractual information, including identity, main characteristics, total price, delivery terms, and the existence of the right of withdrawal. It establishes uniform rules on information duties and the form and content of contract terms to prevent misleading practices.

A central element is the right of withdrawal: for most distance and off-premises contracts, consumers have a 14-day cooling-off period starting from when they obtain the goods or from the conclusion of the contract for services. Exceptions exist, such as for sealed goods opened after delivery for hygiene or safety reasons, customized goods, or perishable items. If withdrawal occurs, the trader must refund payments within 14 days and bear the standard delivery costs; return shipping is typically borne by the consumer unless otherwise agreed.

In case of non-conformity, consumers have remedies including repair, replacement, a price reduction, or contract termination, within the scope and time limits laid out by the directive. The directive also aligns rules for digital content and related services with the broader consumer-protection framework.