ACM tackles customer-unfriendly webshop hard | Money

Customers must get their money back if they rely on the cooling-off period or in case of late delivery, according to one of the demands of the consumer watchdog. The webshop must also ensure that the consumer can contact the company via all indicated contact options, such as by telephone and by e-mail.

ACM already approached the web store, which sells fashion items such as shoes, bags and bathing suits, after complaints from consumers last year. Reports have been received since the beginning of this year.


ACM also requires We Love Musthaves to provide clear information about the delivery time, which must therefore be met. Repayment with a voucher is only allowed if the consumer has paid with a voucher. If the consumer cancels his purchase within the cooling-off period and cancels the agreement, he must get his money back within 14 days afterwards. This also applies to products that are sold on sale at a discount. Hygienic products of which the seal has not been broken may be returned.

“Consumers who buy online must be able to trust that online stores will comply with the rules. We are taking tough action against companies that still fail to comply with these rules after previous warnings, ”said Edwin van Houten, consumer director at ACM.

The webshop has been given time until today to implement the adjustments. The penalty payments can initially amount to € 20,000.

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