The return policy of bol.com is one of the topics that every seller will deal with sooner or later. Returns are part of online sales, but if you understand the rules well and handle the return process smartly, you can save costs, increase customer satisfaction, and keep your performance scores on track. In this comprehensive guide, we'll explain everything about bol.com's return policy - from the legal basis to practical tips to drastically reduce the number of returns.
What is the return policy of bol.com?
The return policy of bol.com is based on European consumer regulations. Customers have the legal right to return online purchases within 30 days of receipt - bol.com has a more generous deadline than the legal minimum requirement of 14 days. After registering a return, the customer has another 14 days to actually send back the product. As a seller, you are required to handle these returns correctly and refund the customer within 14 days of receiving the return.
It's essential to understand that this right of return applies to almost all products, with a few exceptions, such as:
- Sealed products that are not returnable for hygiene reasons (after opening)
- Custom-made products made specifically for the customer
- Perishable goods with a limited shelf life
- Digital content that has already been downloaded or streamed
- Sealed audio and video recordings or software (after opening)
Return services: bol.com return service vs. your own return service
As a seller on bol.com, you have two options for handling returns. The choice you make has a direct impact on your costs, workload, and control over the return process.
| Feature | Bol.com return service | Your own return service |
|---|---|---|
| Return label | Bol.com takes care of this | You arrange it yourself |
| Receipt of return | Via bol.com sorting center | Your own location |
| Product inspection | Limited (bol.com inspects) | Full control |
| Costs | Advantageous return label rate | Your own shipping costs |
| Workload | Low - bol.com handles it | High - you do everything yourself |
| Suitable for | Small and medium-sized products | Large or fragile products |
| Refund | Automatic via bol.com | Manual processing |
| Damaged returns | Bol.com's compensation scheme | You submit a claim yourself |
With the bol.com return service, the entire return process is handled by bol.com. Customers send their package to a bol.com sorting center, where it is received and processed. This is convenient if you process many returns or want to simplify your logistics.
With the your own return service, you receive the returns at your own location. This gives you more control over product inspection and handling, but it also means more work. This option is particularly suitable for sellers with large, heavy, or fragile products that require personal inspection.
The return process step by step
The return process on bol.com is designed to be as smooth as possible for both the customer and the seller. Here is the complete process:
- Customer reports return - The customer logs in to bol.com and reports the return via "My orders". The customer also specifies a return method.
- Seller receives notification - You receive a notification in your sales account that a return request has been made.
- Customer sends return - The customer has 14 days to actually return the product with the return label.
- Return received - The product arrives at the bol.com sorting center (for bol.com return service) or at your location (for your own return service).
- Product inspection - The product is inspected for completeness, damage, and signs of use.
- Processing and refund - After approval, the customer is refunded and the amount is settled on your next invoice.
With the Boloo Sales Dashboard, you can keep track of all your returns in an overview and recognize trends in your return percentages per product category.
Options for sellers in case of a return
When you receive a return, as a seller, you have different handling options. The right choice depends on the condition of the returned product and the situation:
1. Return received in good condition
The product is in good condition and complete. Bol.com refunds the customer. If you were already paid for the sale, this amount will be settled on your next invoice.
2. Exchange item
You send a new copy to the customer instead of a refund. The customer does not get their money back and you get paid as usual. Note: you need to take care of a new shipping label yourself.
3. Repair item
If the product has a defect that you can repair, you can choose to fix it and send it back. The customer does not get their money back and you get paid for the sale.
4. Item does not meet return conditions
If the product is returned damaged, used, or incomplete, you can refuse the return. First, contact the customer to come to a solution together. Depending on the situation, you can choose a partial refund or the customer keeps the item.
5. Customer keeps item after all
Sometimes a customer decides to keep the product after reporting a return. In that case, you get paid as usual and don't need to do anything.
Compensation scheme for damaged or missing returns
Bol.com offers a compensation scheme for sellers when return shipments are damaged or lost during transport:
- Lost package: If your claim meets the conditions, you receive a compensation of 25% of the sales value excluding VAT. This compensation is a courtesy and not obligatory.
- Damaged package: Bol.com handles the complaint with the shipping service for you.
- Return costs: Bol.com partially reimburses the return costs. Customers can always return for free. You can purchase return labels from a shipping service selected by bol.com at a discounted rate.
It's wise to take photos of each returned product immediately after receipt. This provides evidence if you want to file a compensation claim.
Costs of returns: what do you pay as a seller?
Returns bring direct and indirect costs. It's essential to map these costs well so you can protect your margins:
| Costs | Indicative costs | Explanation |
|---|---|---|
| Return label (bol.com service) | € 3,49 – € 6,99 | Depending on package size |
| Return label (own service) | € 4,95 – € 15,00+ | Depending on delivery service and weight |
| Product inspection & reprocessing | € 1,00 – € 5,00 | Labour for inspection and repackaging |
| Product value reduction | 5% – 100% | Product no longer sellable as new |
| Missed sales | Variable | Loss of revenue during return processing |
| Customer service time | € 2,00 – € 10,00 | Communication with customer about return |
Use the Boloo Winstcalculator to calculate your actual margins, including estimated return costs per product.
Impact of returns on your performance scores
Bol.com tracks your return percentage as part of your performance scores. A high return percentage can lead to:
- Loss of the bol.com "Topseller" badge
- Lower visibility in search results
- Higher commission costs with structurally high returns
- In extreme cases: temporary or permanent exclusion from the platform
The bol.com standard is a return percentage below 3% for most categories. For fashion and clothing, this standard is higher (up to 10%), as returns are more common in these areas.
Return policy bol.com: 10 strategies to reduce returns
Prevention is better than cure. With these proven strategies, you can significantly reduce the number of returns:
1. Write detailed product descriptions
Most returns occur because the product does not meet expectations. Use the Boloo Listing Generator AI to create professional, complete product descriptions that accurately describe what the customer can expect.
2. Use high-quality product photos
Add multiple photos from different angles. Show the product in use and add a scale reference so customers can estimate the size.
3. Specify specifications accurately
Dimensions, weight, material, colour, compatibility - the more details, the fewer surprises upon receipt.
4. Pack products carefully
Damaged products are returned more quickly. Invest in good packaging materials, especially for fragile products. Use the LVB Box Size Checker to determine the correct packaging dimensions.
5. Offer proactive customer service
Send a confirmation email upon shipping and offer help with questions. Many returns can be prevented by responding promptly to customer messages.
6. Monitor return reasons
Analyse why products are being returned. If a particular product has a structurally high return rate, improve the listing or consider removing the product from your range.
7. Choose the right product category
Products in the wrong category attract the wrong customers, leading to more returns.
8. Use reviews as a source of feedback
Negative reviews on bol.com provide valuable insights into why customers are dissatisfied. Use this feedback to improve your product or listing.
9. Optimize your shipping speed
Customers who have to wait a long time for their order are more likely to return it, especially if they have already purchased the product elsewhere.
10. Consider LVB (Logistics via bol.com)
With LVB, your products are shipped from the bol.com warehouse. This results in faster delivery times and professional packaging, which can reduce returns.
Return shipment damaged or missing: what now?
It may happen that a return shipment arrives damaged or doesn't arrive at all. In that case, you need to take the following steps:
- Document the damage - Take photos of the damaged product and packaging immediately upon receipt.
- Report it to bol.com - File a compensation claim through your sales account. Add the photos and a description of the damage.
- Wait for assessment - Bol.com assesses your claim and contacts the shipping service if necessary.
- Receive compensation - Upon approval, you'll receive the refund on your next invoice.
In case of a missing package, it's essential to wait at least 5 working days after the expected delivery date before filing a claim.
Frequently asked questions about bol.com's return policy
What happens if I receive a return without a return notification?
Contact bol.com Partner Service. They can still link the return to the correct order and initiate the refund process.
Do I always have to refund the full purchase price?
If the product is returned in its original, undamaged state: yes. In case of damage caused by the customer, you may charge a reasonable reduction in value, but only if you've communicated this clearly in advance.
How long does it take to process a return?
With the bol.com returns service, processing takes an average of 3-5 working days after receipt. With your own returns service, you set the processing pace, but bol.com expects you to respond within 5 working days.
Can I refuse returns?
You can only refuse a return if the product doesn't meet the return conditions (damaged, used, or incomplete). Always contact the customer first before definitively refusing a return.
How do I check my return percentage?
Your return percentage is visible in your bol.com sales account under "Performance". With the Boloo Sales Dashboard, you can combine this data with your sales figures for deeper analysis.
What if the customer incorrectly returns a product as defective?
If you can prove that the product functions correctly, you can report this to bol.com. Add evidence like test results or photos. Bol.com will then mediate between you and the customer.
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