Key takeaways
- General terms and conditions protect you and your customer.
- Include delivery, payment, returns, warranty and liability.
- Make sure customers can read them before purchasing.
- Have them checked or drawn up based on a reliable model.
General terms and conditions sound like the most boring part of an online store — but they protect you if a conflict ever arises, and they give your customer clarity. Simply put, these are the rules of your store: what the customer can expect and what you agree on. Good news: you don't have to become a lawyer. This guide calmly explains what is included and how to get it.
> This is general explanation, not legal advice. For your specific situation, consult with a lawyer or a reliable model source.
What exactly are general terms and conditions?
These are the fixed agreements that apply to every order in your webshop: how you deliver, how payment works, how returns are made, what your warranty is, and what happens if something goes wrong. By recording this in advance, everyone knows where they stand — and you are in a stronger position if a customer claims something that you had not agreed on.
Are they mandatory?
General terms and conditions themselves are not strictly legally required, but they are very sensible — and you must give your customer some of the information in them anyway. For example, you are obliged to inform your customer about the statutory cooling-off period of 14 days (the right of withdrawal), about the price, delivery and your company details. General terms and conditions are the logical place to neatly bundle this. Having no conditions also looks unreliable.
What belongs in it?
A set of general terms and conditions for an online store usually contains:
- your company details (name, address, Chamber of Commerce and VAT number);
- how an order is made and confirmed;
- the prices and that they include VAT;
- the payment (methods, moment);
- the delivery (delivery time, shipping costs, what to do in case of delay);
- the right of return — at least the 14-day cooling-off period; Please elaborate on this in your return policy;
- warranty and complaints — how a customer files a complaint;
- liability — the limits thereof, within the law;
- a reference to your privacy statement for handling data (see GDPR and privacy).
How do you get good conditions?
Three routes:
- A reliable model or generator — there are models and online generators especially for web shops. A great, affordable start, provided you adapt it to your situation.
- Through a trade association or quality mark — some offer model terms and conditions for members.
- A lawyer — the safest, especially for special products or risks, but the most expensive.
There is one thing you should not do: blindly copy the terms and conditions of another webshop. They may not suit your situation, may be outdated, and it is not neat. Use a model intended for your type of shop and make it your own.
Where do you put them?
Place your terms and conditions on a permanent, findable page (usually linked in the footer) and refer to them during checkout. Many online shops let the customer indicate that he agrees at checkout. Make sure they are always easy to find and read — hiding them is pointless and looks unreliable.
The difference with your privacy statement
General terms and conditions concern the agreements regarding purchase and delivery. Your privacy statement is about how you handle personal data (the GDPR). These are two separate documents that both belong on your site. You can read about the privacy side in GDPR and privacy for your webshop.
Common mistakes
- Have no general terms and conditions at all.
- Copy the terms and conditions of another shop indiscriminately.
- Not (properly) stating the 14-day cooling-off period.
- Hiding or making the terms and conditions unreadable.
- Mixing up terms and conditions and privacy statement.
Frequently asked questions
Are general terms and conditions mandatory for a webshop?
Not strict, but very sensible. You have to give your customer some of the information (such as the 14-day cooling-off period, price, delivery and your details) anyway, and conditions are the logical place for this.
What is the minimum requirement?
This includes your company details, how ordering and payment works, delivery, the right of return (minimum 14 days), warranty and complaints, and a reference to your privacy statement.
Can I use the terms and conditions of another webshop?
I'd rather not. They may not suit your situation and may be outdated. Use a model intended for your type of shop and customize it.
Where do I put my general terms and conditions?
On a fixed page, linked in your footer, and you refer to it during checkout. Many online shops allow the customer to tick the box to agree at checkout.
What is the difference with a privacy statement?
General terms and conditions concern purchase and delivery; the privacy statement concerns how you handle personal data. They both belong on your site.
Get started
Choose a reliable model for web shops, adapt it to your situation, and put your conditions on a permanent page with a link in your footer and at the checkout. Work out the right of return in your returns policy and also provide a privacy statement. If you start at the beginning, go through the step-by-step plan to start an online store.
