EU Right of Withdrawal

EU Right of Withdrawal (14-Day Cancellation Right)

If you are a consumer based in the European Union, you have the legal right to withdraw from your purchase within 14 days without giving any reason, in accordance with EU consumer protection law.

This right applies to most online purchases of physical goods.

EU Right of Withdrawal Form

You can access the form here: EU Right of Withdrawal Form

1. Withdrawal Period

Consumers within the EU are entitled to cancel their purchase within 14 days of receiving the goods, in line with applicable consumer protection legislation.

As a UK-based seller, we kindly request that if you wish to cancel your order, you contact us as soon as possible and, where feasible, before the order has been dispatched. This does not affect your statutory rights, but early cancellation can help avoid unnecessary costs and delays for both parties.

For orders shipped from the UK to EU countries, returns may involve additional shipping charges, customs duties, taxes, handling fees, or administrative costs. Cancelling prior to dispatch can often help prevent these expenses.

Before placing your order, we encourage you to contact us with any questions regarding product availability, delivery timelines, specifications, compatibility, additional images, or any other product details that may assist your purchase decision.

We are always happy to provide further information where possible. Doing so may help you avoid delays, return costs, and the inconvenience of returning goods.

In accordance with EU consumer law, customers exercising their right of withdrawal are responsible for the cost of returning goods unless otherwise agreed. This applies to all returns made under the EU 14-day withdrawal right.

For all other returns, including UK orders and international orders not covered by EU withdrawal rights, our standard Returns Policy and Damaged Goods Policy will apply.

If you have any questions regarding your order, delivery, product information, or your right of withdrawal, please contact us at info@thedutchhospital.com. We will be happy to assist you.

2. How to Exercise Your Right of Withdrawal

To cancel your order, you must clearly inform us of your decision within the 14-day withdrawal period.

You can contact us via:

Email: info@thedutchhospital.com

Or through our online contact form: EU Right of Withdrawal Form

3. Important Product Exceptions

The right of withdrawal does not apply to:

  • Personalised or custom-made products
  • Items manufactured to customer specifications
  • Back-order items
  • Sealed goods that are not suitable for return once unsealed (where applicable)

4. Back-Order Items (Important Notice)

Some products may be marked as “Back Order – Deliver Soon” at the add-to-cart stage.

These items are:

  • Not held in immediate stock
  • Ordered specifically after purchase confirmation
  • Clearly identified in advance as back-order items

Under the product heading (shown on the right-hand side on desktop or directly below the heading on mobile), we will indicate whether the item is:

  • In stock
  • Backordered – shipping soon
  • Not in stock

By placing an order for a back-order item, you acknowledge that:

  • The item is sourced after your order is placed
  • Delivery times are longer than standard stock items
  • Estimated delivery times are provided before purchase

You retain your legal right to cancel within the EU 14-day withdrawal period. However, depending on the stage of processing, certain back-order items may fall under statutory exceptions for goods that are made-to-order or specially sourced. Where applicable, these exceptions will be applied in accordance with EU law.

We therefore strongly advise customers to contact us as soon as possible—ideally within a few hours of placing the order—if they wish to amend or cancel a back-order item.

Once sourcing, production, or supplier processing has begun, it may not always be possible to stop or alter the order.

Full details regarding back-orders, including delivery estimates and fulfilment processes, are available on our Back Orders Information page: https://www.thedutchhospital.com/pages/backorder-policy

5. Effects of Withdrawal

If your withdrawal is accepted:

  • We will reimburse all payments received, including standard delivery charges where applicable
  • Refunds will be processed without undue delay and no later than 14 days from notification
  • We may withhold reimbursement until goods are received back or proof of return is provided
  • Return shipping costs may be the responsibility of the customer unless otherwise stated

6. Returning Goods

If you cancel your order:

  • Goods must be returned without undue delay
  • Items should be sent back within 14 days of notifying us
  • Return shipping costs are the responsibility of the customer unless otherwise stated

7. Contact Details

For any questions regarding returns or withdrawals:

Email: info@thedutchhospital.com
Address: 55 Midsummer Place, Milton Keynes, MK9 3GB, United Kingdom

8. Legal Notice

This page provides general information regarding your statutory rights under EU consumer law and does not constitute legal advice.