ACM issues warning against online store


The Netherlands Authority for Consumers and Markets (ACM) has issued a warning against the commercial practices of online store The company 123concepts B.V., with its registered office in the city of Alphen aan den Rijn, sells self-test kits for sexually transmitted diseases (STDs) or infections (STIs). ACM has received police reports as well as indications from consumers through its consumer information portal ConsuWijzer, and ACM has carried out investigations of its own. ACM has sufficient reason to believe that 123concepts did not deliver the ordered and paid kits, and has thus violated consumer protection rules.

In order to prevent further harm to consumers, ACM has decided to issue this warning about the online store. ACM will also take further action against this online store to stop its practices.

Bad for your health and for your wallet

Bernadette van Buchem, Director of ACM’s Consumer Department, explains: ‘Since the online store fails to deliver the ordered products, buyers are not only harmed financially, but their health is also at risk since they are unable to test for an STD or STI quickly.’

According to the reports, consumers have ordered and paid for these self-test kits, but they have never received any. These kits from often cost approximately EUR 100. In addition, the company does not refund consumers within the statutory time limit of 14 days if consumers cancel their orders. The online store cannot be reached by phone or by email. Since this is such a delicate subject, consumers that have been affected are not always willing to report these practices. It would be a shame if ACM were unable to take any action because of a lack of complaints. That is why ACM welcomes any reports about these kinds of products.

Information on

Consumers can find information about their rights regarding online purchases on the website of ConsuWijzer, such as practical advice and tools, for example, sample letters in case the product is not delivered or if the money was not reimbursed. The online Shopscan (in Dutch) on ConsuWijzer is a tool to assess whether or not online shops are trustworthy.