Exchange Terms in Stores in Utrecht
In Utrecht, physical stores, such as those in Hoog Catharijne or along the Oudegracht, apply specific rules for exchanging or returning purchases. As a Utrecht resident, you have no statutory right to exchange in-store purchases, but many local retailers offer this as a service through their own exchange terms. Know these rules to avoid surprises on your shopping trip in the city.
What are exchange terms in Utrecht stores?
The in-store exchange terms in Utrecht outline the conditions for exchanging or returning a product, for example, due to the wrong size or color. Unlike online purchases with a 14-day right of withdrawal, exchanging in physical stores is at the retailer's discretion. Check the terms on the receipt, website, or at checkout in Utrecht stores. For basic information: see the general guidelines for exchanges.
Common requirements in Utrecht:
- Time limit: Usually 14, 30, or 8 days after purchase.
- Product condition: Undamaged, unused, and in original packaging.
- Receipt: Always required as proof of purchase.
- Exceptions: No exchange for hygiene items (underwear), perishable goods, or personalized products.
Legal basis for exchanges in Utrecht
The rules for exchanges in Utrecht stores are based on the Dutch Civil Code (DCC), Book 6 and 7. Relevant articles:
- DCC art. 6:247: Sales agreement binds both parties; no unilateral termination without reason.
- DCC art. 7:17: In case of defects (non-conformity), right to repair, replacement, or refund – this applies mandatorily.
- DCC art. 7:46c: Right of withdrawal only for distance sales, not for stores.
Utrecht stores may set their own terms, as long as they do not conflict with the law (such as unfair terms, DCC 6:233). The ACM oversees misleading practices.
Rights and obligations in Utrecht
Your rights as a Utrechter:
- No fixed exchange right, except if promised by the store.
- In case of defects: choose repair, replacement, discount, or termination (DCC 7:17).
- Clear information on terms is mandatory.
Retailers must:
- Act consistently on promised exchanges.
- Refuse only based on their own rules.
Improper refusal in case of a defect? Contact Het Juridisch Loket Utrecht or proceed to the District Court of Utrecht.
Practical examples from Utrecht
Example 1: Sweater bought at H&M in Hoog Catharijne: 'Exchange within 30 days with receipt, unworn.' Wrong size? No problem.
Example 2: Underwear at Action in Utrecht: 'No exchange.' Rightly refused.
Example 3 (defect): Shoes with a tear after one day at an Oudegracht store. Mandatory exchange or refund (DCC 7:17). Keep photos and receipt!
Comparison: store vs. webshop in Utrecht
| Aspect | Physical store Utrecht | Webshop |
|---|---|---|
| Statutory right | No, voluntary | Yes, 14 days (DCC 6:230o) |
| Terms | Local rules (e.g. 14 days, receipt) | Standard 14 days, unused |
| Return costs | Pay yourself | Often store |
| Defects | Statutory right (DCC 7:17) | Withdrawal + non-conformity |
Frequently asked questions about exchanges in Utrecht
Can a Utrecht store refuse an exchange?
Yes, if no defect. Must be based on published exchange terms. Ask at checkout or check the website.
No receipt?
Often no exchange possible. Bank statement as alternative, but not always successful.
Gift cards?
Usually excluded, except in case of defects.
Sale items?
'No exchange on sale' allowed if stated upfront.
Tips for Utrecht residents
Avoid hassle with exchange terms:
- Check in advance: Website or ask at purchase in Utrecht stores.
- Keep receipt: Take a photo.
- Exchange promptly: Within the limit, ideally right away.
- Document defects: Photos + proof.
- Stay polite: For goodwill.
- Escalate: To Het Juridisch Loket Utrecht or District Court of Utrecht if unreasonable. Free advice via Municipality Utrecht counter.