Right of return at Hop.nl

With us, you have the right to cancel your order up to 14 days after receipt without giving a reason. You have another 14 days after cancellation to return your product. You will then be credited for the full order amount including shipping costs. Only the return costs from your home to the store are for your own account. These costs are approximately €7.25 per package, for the exact rates please consult the website of your carrier.

If you exercise your right of withdrawal, the product will be returned to the entrepreneur with all delivered accessories and, if reasonably possible, in its original condition and packaging.

Should the product be damaged or the packaging more damaged than necessary to sell the product, we may pass this depreciation of the product on to you. So please treat the product with care and make sure it is properly packaged when you return it.

To exercise this right, please contact us at vragen@hop.nl. We will then refund the order amount due within 14 days of reporting your return, provided the product has already been received in good order and does not fall under the ''exceptions'' below.

Download the return form here.

Exceptions

The law specifically includes a number of products that you may except, these products are:

• Products that you made to the customer's specifications.
  This category includes products that are truly made specifically to the customer's specifications. This is subject to specific requirements. For example, a product with 6 fixed choices which is only assembled after the order is placed does NOT fall under this category. A standard sofa set with a choice of upholstery is therefore not legally exempt. A computer that is assembled to order using standard parts is also NOT covered. A necklace with the name of the buyer engraved on it, or a cabinet designed and made especially for the consumer are. The manner of presentation is important here. If you use a dropdown to show different options for a product, this is usually seen as standard. If you are able to manually specify sizes and personalizations down to the centimeter, then it is considered customization.
• Hygienic products or products with health risks where seals are broken
  Products that cannot be taken back after opening for hygienic or health risks may be excluded from withdrawal. However, these products must be sealed. If the seal is not broken, the products may be returned. After breaking the seal, the right of withdrawal expires. However, the consumer must be explicitly informed about this beforehand. Examples of such products could be a jar of herbs or a baby pacifier. You cannot simply classify all products under this category; a German court recently ruled that a toilet seat can simply be returned.
• Audio and video recordings and computer software with broken seals
  Do you sell software on a CD or movies on a DVD? Then you are allowed to seal it. After breaking the seal, the right of withdrawal lapses. However, you must explicitly inform the consumer of this beforehand.
• Products with a limited shelf life
  Items that have a shelf life (e.g. fresh food) may be exempted from withdrawal. However, the shelf life must really be limited, for example, a cream cake. A bottle of cola or a bar of chocolate do not fall under this category, as they do have an expiration date, but this is usually much longer than 14 days. However, these products may fall under products with a health risk (if sealed).
• Newspapers, magazines or journals.
  The products excluded for understandable reasons, after all, otherwise it would be possible to read the newspaper every day for free. However, a subscription for periodic delivery of a newspaper or magazine is not included. So you can simply cancel your subscription to a newspaper within 14 days.
• Agreements made during a public auction
  These exceptions do not cover all Internet auctions! In general, goods bought at an internet auction can be returned (provided they do not fall under one of the other exceptions). Only when there is a public offline auction are products excluded. So when bidding in an offline auction via telephone or internet, no cooling-off period applies. In a purely online auction, however, it does.
• Digital content such as Apps, where consumers have expressly waived their cooling-off period.
  This concerns digital content that is not delivered on a carrier such as a DVD or CD. However, you must ask permission for direct delivery during the order and you must ask the consumer to waive his cooling-off period. So in those cases you may exclude Apps or other software from withdrawal, for example.
• Services such as vacation accommodation, goods transport, car rental, catering or leisure services.
  This only applies if a date or period was agreed upon when the contract was concluded. For example, if you book a hotel for a specific period, it can be excluded from the cooling-off period. However, a cooling-off period does apply to, for example, a hotel voucher without a fixed date.
• Goods or services subject to fluctuations in the financial markets
  Think of shares or gold, these can be excluded, because otherwise a buyer can speculate risk-free.
• Goods which by their nature are irrevocably mixed with other goods after delivery.
  Think of garden soil which is deposited in the garden upon delivery.
• The delivery of alcoholic beverages whose price was agreed upon at the conclusion of a consumer purchase, but whose delivery can only take place after thirty days, and whose actual value depends on fluctuations in the market over which the trader has no influence
  Quite a bit of text, as a rule we are not talking about ordinary sales of alcohol, but for example a the auction of a very expensive bottle of wine. These products are often seen as a kind of investment. An online store that sells a normal range of alcohol for consumption is not likely to fall under this category.