As a resident of Utrecht, you can use the **ODR platform** to resolve disputes with online retailers. This **EU-wide online platform** is ideal for handling complaints about online purchases within the EU, offering Utrecht shoppers an accessible way to enforce their rights.
What is ODR?
**ODR (Online Dispute Resolution)** is an initiative by the **European Commission**, designed to help consumers in Utrecht and across the EU settle conflicts with online sellers—**without needing to go to court**, such as the **Utrecht District Court**.
How Does It Work?
- Submit your complaint via **[ec.europa.eu/odr](https://ec.europa.eu/odr)**—a straightforward process for Utrecht users.
- The platform automatically forwards the complaint to the retailer.
- The retailer has **30 days** to respond.
- Together with the retailer, you select a **dispute resolution body**, optionally with guidance from **Het Juridisch Loket Utrecht**.
- The dispute is then handled by the chosen authority.
Eligibility Requirements
- The purchase must have been made **online**.
- Both you (as a consumer in Utrecht) and the retailer must be based in the **EU**.
- You must have first attempted to resolve the issue directly with the seller (e.g., via email).
Retailers Must Provide Access
Every online retailer is **legally required** to include a direct link to the ODR platform on their website, typically found in the **terms & conditions** or **contact page**. Utrecht shoppers should check this to explore their options.
Effectiveness
The success of the ODR platform depends on the retailer’s cooperation. Not all sellers participate, meaning that in Utrecht, **national alternatives** like the **Consumer Dispute Resolution Board** or the **Utrecht District Court** may often be more practical for resolution.
Costs
Filing a complaint on ODR is **completely free** for consumers. Fees for dispute resolution vary, but **Het Juridisch Loket Utrecht** can provide **free advice** on potential costs.
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.