Forbidden product range
Forbidden product range is one of the policy violation categories we monitor. This includes all product ranges that do not comply with applicable laws and regulations in the Netherlands and Belgium. On this page, you can read what we mean by this.
Offering legally forbidden items
Examples of what is not allowed:
- Listing an item on bol that is legally forbidden to sell;
- Selling items that are only suitable for professional use;
- Selling items that can only be purchased if the buyer holds specific certifications;
- Selling receivers or digital systems that can bypass subscription systems through software modification (e.g., modified media boxes or satellite receivers).
Non-compliance with legal requirements
Examples of what is not allowed:
- Selling items that lack a CE marking in a category where it is mandatory;
- Selling items that lack a mandatory quality mark or warning;
- Displaying a quality mark or marking on the packaging without possessing the correct documents, such as a Declaration of Conformity/EU Declaration of Conformity;
- Incorrectly completing attributes in the content that are based on legal criteria (such as admission numbers, voltages, classifications).
Good to know
If you have multiple seller accounts, in the event of a 'Forbidden product range' policy violation, we reserve the right to deduct the relevant number of points from all your accounts linked to the same Chamber of Commerce number.
Illegal items
If you have received a notification that your offer contains illegal items or that there is illegal content, such as content, a non-identical item, or an incorrect price, you can read below what will happen next.
If there is a sale of illegal items or illegal content, we will inform both the customer and you. We will also deduct policy points. You can find more about policy points here. What happens next if you have sold an illegal item is explained here:
We inform the customer
Customers who have purchased this item from you in the past 6 months will receive an email from bol about it. This email will state which item it concerns, the trade name of the partner (your name as a partner of bol), why the item is illegal, and what possible recourse options are available, such as a refund of the purchase amount or a replacement item. If customers wish to use these options, they will contact you directly via email or phone.
Offer recourse options to the customer
If a customer contacts you about recourse options, you as a partner are obliged to respond as quickly as possible. This ensures you meet the 'Response time' service standard. Examples of possible recourse options include:
- Refunding the purchase amount with return;
- Refunding the purchase amount without return;
- Offering a replacement item.
You can read more about these recourse options below. If we see that you are not offering a solution, we will unfortunately have to deduct policy points. This could lead to the closure of your seller account.
Receive stock from Logistics via bol
Do you use Logistics via bol (Lvb) and is there stock of illegal items in one of our fulfilment centers? In the case of illegal items, we will ship the stock to you as soon as possible. In the case of illegal content, the item will return to stock if the items are allowed to be sold. We will contact you about this.
Offering recourse options
Below are examples of recourse options you can offer your customers.
- The customer returns the item and the full purchase amount is refunded
You must register the return in your seller account. The customer cannot do this themselves. Please refer to returns without a return notification. Is it a self-delivery or Shipping via bol order? Then you accept your own return in the seller account. Please refer to handling a return notification. Is it a Logistics via bol order? Then we will accept the return at the fulfilment center as you are used to. After registering and accepting the returned item, customer refunds are processed automatically through our systems. - You refund the full purchase amount, but the customer keeps the item
For this, you must also register the return in the seller account, but without item selection. Please note: only Shipping via bol or self-delivery orders can be registered this way. For Logistics via bol, you must contact Partnerservice to initiate the correct process. After registering and accepting this procedure, customer refunds are processed automatically through our systems. - Offer a replacement item
A replacement item can be offered by using the 'Replace item' procedure in the seller account. For this, refer to option 2 of handling a return notification. Please note: shipping a new item is at your own expense.
More information about policy points and other categories of policy violations can be found here.