Returns & Right of Withdrawal

Have you received an order but decided you don’t want to keep it after all? That’s fine. With online purchases, you have a 14-day cooling-off period. Below, we explain in simple terms how returns and withdrawals work.

1. You have a 14-day cooling-off period

Once you’ve received your order, you have 14 days to decide whether you want to keep it. You don’t need to give a reason.

Do you wish to cancel the purchase? Then you can exercise your statutory right of withdrawal within this period.

For example, you can send us an email stating that you wish to cancel the order. You can also use the [model withdrawal form], but this is not compulsory.

Do you have an account with De Groene Drogist? If so, you can easily cancel your order online.

Log in to your account, go to ‘My orders’ and select the order you wish to withdraw. Then follow the steps to submit your cancellation.

You will receive confirmation of your withdrawal by email.

Returning your order

Have you notified us within the cooling-off period that you wish to cancel your purchase? If so, please return your order to us as soon as possible.

2. How do you return a product or order?

Would you like to return a product or order? Please follow these steps:

1. Notify us within the cooling-off period that you wish to cancel the order or return a product.

2. Pack your parcel carefully, preferably in the original packaging.

3. Always remove all old shipping labels. If possible, include your order number so that we can process your return quickly.

4. Send the parcel to the returns address we provide.

5. Keep your proof of postage until we have processed your return.

You are responsible for the return parcel until it has arrived at our premises. We therefore advise you to return the parcel using a tracked delivery method.

3. Are you allowed to open and inspect a product?

Yes. You may unpack and inspect a product to assess whether you wish to keep it. You may handle a product to the extent necessary to determine its nature, characteristics and functioning.

This is similar to what you would be able and allowed to do in a shop.

In the case of cosmetics, for example, this means you may examine the packaging and assess the product. However, actually using a cosmetic product goes beyond mere assessment.

Using the cosmetics

We ask that you do not actually use any cosmetics that you may wish to return.

For example, have you taken cream out of a jar, used a serum, applied mascara or used a skincare product on your skin? If so, this will result in a reduction in the product’s value.

If a product has lost value due to use, contamination, damage or any other treatment going beyond what is necessary for assessment, we may deduct this reduction in value from the amount to be refunded.

If a product is no longer saleable at all due to use, the reduction in value may amount to the full value of the product.

This does not mean that opening a package automatically means you lose your right of withdrawal. It depends on the extent to which the product has been used and has consequently lost value.

4. Hygiene products with a seal

For some products, due to their nature, an exception to the right of withdrawal may apply if a seal has been broken for reasons of health protection or hygiene.

If this applies to a product, we will clearly inform you of this before you place your order.

Ordinary packaging or a box does not automatically constitute such a seal.

5. How much does it cost to return an item?

You are responsible for the cost of returning an order, unless the return is due to, for example, an incorrectly delivered or faulty product.

We therefore advise you to always contact us first if there is a problem with your order. We can then work together to find a suitable solution.

6. When will you receive your refund?

Following a valid cancellation or return, we will refund the purchase price within 14 days, including the original standard delivery charges. If you return part of your order, free gifts and/or unpaid shipping costs will be automatically deducted. The original standard delivery charges will not be refunded in the event of a partial return.

Have you chosen a more expensive delivery method than our standard delivery method? In that case, we are not obliged to refund the difference.

We may delay the refund until we have received the products or until you have provided proof that you have returned them.

We will refund you via the same payment method you used for the original order, unless we agree on a different payment method together.

7. What if a product is damaged or the wrong one has been delivered?

Have you received the wrong product, has a product arrived damaged, or is there a fault with it? Please always contact us first. We will then work with you to find a suitable solution.

Please avoid using a faulty or damaged product further, so that we can properly assess the situation.

8. Can you exchange a product?

Would you prefer to receive a different product? Please get in touch with us.

In many cases, it is easier to return the original product and then place a new order.

9. What if I haven’t collected my parcel on time?

We kindly ask you to collect your order in good time from your chosen collection point. Parcels that are not collected are automatically returned to us, and the delivery services charge us for this. These return costs amount to €7.95 and may be passed on to you or deducted from the amount to be refunded. If you have not collected your, please always contact us via the contact form.

10. Questions about returns?

Do you have any questions about your return, or are you unsure whether a product can still be returned? Please feel free to contact us via the contact form. We’ll be happy to help.

Last updated on 2 October 2026.