If you sell on bol.com, knowledge of the bol return conditions is essential for a successful webshop. The return policy of bol.com gives consumers extensive rights, and as a seller, you are responsible for handling returns correctly. In this comprehensive guide, we cover all bol return conditions, from legal frameworks and return deadlines to compensation arrangements and proven strategies to reduce returns.
Legal basis of the bol return conditions
The return policy of bol.com is based on the European directive for consumer rights. For online purchases, a statutory right of withdrawal of 14 calendar days applies. Bol.com uses the same term: the customer can register a return within 14 days of receipt and then has another 14 days to actually return the product. This means that a return can arrive at your place up to 28 days after delivery.
Not all products fall under the right of withdrawal. Exceptions include:
- Hygienic products whose seal has been broken
- Custom-made products or personalized items
- Perishable goods and food
- Audio and video recordings whose seal has been broken
- Magazines and newspapers (individual sale)
Return options: bol.com return service vs. own return service
As a seller, you have two options for handling returns. Each has pros and cons that you should carefully weigh.
| Feature | Bol.com Return Service | Own Return Service |
|---|---|---|
| Logistics | Bol.com receives and processes | Receive and process yourself |
| Return label costs | Shared rate (bol contributes) | Full own costs |
| Control | Limited - bol assesses condition | Full - you control yourself |
| Suitable for | Small/medium volume, standard products | Large volume, fragile products |
| Refund speed | Automatic after receipt | After own processing |
| LVB compatible | Yes, standard included | No, not possible with LVB |
Are you using Logistics via Bol (LVB)? Then returns are automatically handled by the bol.com warehouse. You don't have to process return shipments yourself, but you also have less control over the assessment of return shipments.
The return process step by step
As soon as a customer reports a return, the process goes through the following steps:
- Return notification by customer: The customer reports the return via Mijn bol.com and selects the return reasons.
- Return label: The customer receives a return label (free for consumers) and sends the package back.
- Receipt and inspection: You (or bol.com with return service/LVB) receive the package and check its condition.
- Status processing: You change the return status in your sales account (received in good condition, exchange, repair, or reject).
- Refund: If the return is in good condition, the customer is automatically refunded, and the amount is settled on your next invoice.
Options when receiving a return
As a seller, you have five options when you receive a return shipment. The choice affects both customer satisfaction and your finances:
1. Return received in good condition
The product is in good condition. Bol.com refunds the customer and deducts the amount from your next invoice. This is the most common handling.
2. Exchange item
You send a replacement copy. The customer doesn't get a refund, and you get paid. Note: you need to arrange a shipping label for the new item yourself. This is handy for defective products that you can quickly replace.
3. Repair item
In case of a repairable defect, you can fix the product and return it to the customer. No refund is needed, and you keep the sales revenue.
4. Return does not meet conditions
If the product is returned damaged, used, or incomplete, you can refuse the return. First, contact the customer to find a solution - a partial refund or the customer keeping the item are common options. Always document the product's condition with photos.
5. Customer keeps item after all
Sometimes, a customer decides to keep the product after the return notification. In that case, you simply receive your payment, and no return is processed.
Compensation scheme for sellers
Bol.com offers a compensation scheme for damaged or missing return shipments. The conditions are:
| Situation | Compensation | Conditions |
|---|---|---|
| Missing package | 25% of sales value (excl. BTW) | Claim must meet the conditions for missing packages |
| Damaged during transport | Bol.com files a complaint with the shipping service | Photo evidence required, reported within 5 working days |
| Return label (shared costs) | Bol.com contributes to the return label | Only with selected shipping service |
| Unjustified return (fraud) | Case-by-case evaluation | Provide evidence, bol.com decides |
The 25% compensation is a courtesy and not mandatory - bol.com decides on a case-by-case basis. Therefore, always keep photos of incoming return shipments as evidence. Use your Sales Dashboard to track return percentages and costs so you can maintain financial oversight.
Returns with LVB (Logistics via Bol)
With LVB, bol.com fully processes your returns. The customer sends the package to the bol.com warehouse, where it's checked. Products in good condition are automatically put back in stock. Damaged items are kept separate, and you can choose to have them returned or destroyed.
Benefits of LVB return handling:
- No need for your own return logistics
- Faster processing and refund to the customer
- Automatic restocking in good condition
- Better performance indicators due to faster handling
Return percentages per product category
The average return percentage varies greatly per category. Know your own numbers and compare them to the market average via the Product Tracker:
| Product category | Average return percentage | Main return reasons |
|---|---|---|
| Clothing & shoes | 25 – 40% | Size doesn't fit |
| Electronics | 8 – 15% | Product doesn't meet expectations |
| Home & furniture | 5 – 10% | Color/size differs |
| Toys & games | 3 – 8% | Defective or damaged |
| Books & media | 2 – 5% | Ordered incorrectly |
| Garden & DIY | 4 – 8% | Differs from image |
Proven strategies to reduce returns
A lower return percentage means higher margins and better ranking on bol.com. Here are proven strategies:
Optimize product information
Use the Listing Generator AI to create detailed, honest product descriptions. Mention exact dimensions, materials, and specifications. Add multiple photos from different angles. The better the product information, the less chance of disappointment.
Tighten up quality control
Check products before shipping for defects. For fragile products, invest extra in packaging materials. Use the LVB Box Size Checker to determine the correct packaging size and prevent transport damage.
Proactively answer customer questions
Use the Customer Support AI to automatically answer frequently asked questions. Quick and clear communication prevents unnecessary returns due to misunderstandings.
Analyze reviews
Analyze your product reviews for recurring complaints. If multiple customers mention the same return reasons, it's a signal to adjust your product or listing.
Add size charts and comparisons
For clothing and shoes, a detailed size chart can lower the return percentage by 10-20%. For electronics, a comparison table with specifications of similar products helps.
Impact of returns on your performance indicators
Bol.com measures your performance, among other things, based on returns. A high return percentage affects your ranking and can lead to warnings or even loss of the buy block. Keep track of your numbers via the Sales Dashboard and the Winstcalculator to see how much returns actually cost you.
Return without return notification: what to do?
Sometimes you receive a return shipment without an official return notification. In that case, contact bol.com's customer service. They can track which order it concerns and process the return correctly. Never process a return outside the official system - this prevents administrative problems and potential disputes.
Frequently asked questions about bol return conditions
How many days does a customer have to return a product?
A customer has 14 days after receipt to report a return, and then another 14 days to return the product. So, it can take a maximum of 28 days.
Who pays the return costs on bol.com?
Returns are free for consumers. As a seller, you pay part of the return label, but bol.com also contributes. With your own return service, the costs are entirely yours.
What if the returned product is damaged?
Document the damage with photos and select in your sales account that the item does not meet the return conditions. Contact the customer to find a suitable solution.
Can I refuse a return?
Yes, if the product is damaged, used, or incomplete, you can refuse the return. Always back this up with photo evidence and communicate clearly with the customer.
How do I reduce my return rate?
Optimize your product information, invest in good packaging, analyze return reasons, and use tools like the Listing Generator AI for better product descriptions. Read our section above for more strategies.
What is the compensation for a missing return package?
Bol.com reimburses up to 25% of the sales value excluding VAT as a courtesy. This is not guaranteed and bol.com decides on a case-by-case basis. Document all return shipments well.