Returns & Reverse Logistics in Last Mile Delivery

Returns & Reverse Logistics in Last Mile Delivery (Belgium) 

TL;DR

Returns in last-mile delivery refer to the reverse logistics process of moving goods back from customers to sellers or manufacturers. In Belgium’s e-commerce and medical sectors, handling returns is critical. Consumers have strong return rights, including a 14-day withdrawal period, but businesses face high costs and logistical challenges managing these returns. Local carriers like bpost, DHL, and PostNL offer return solutions (labels, drop-off points, pickups) to streamline this process.

What are last-mile returns and reverse logistics in Belgium’s delivery network?

Reverse logistics means handling product flows backwards, from the end-customer to the seller, as when an online order is returned – a growing part of Belgium’s last-mile delivery. It involves retrieving items from buyers, transporting them to sorting centers or back to warehouses, and processing them for refund, repair, resale, or recycling. In Belgium’s dynamic e-commerce market, returns have become a major factor in logistics planning. Retailers see rising return rates – for example, about 17% of online merchandise was returned in 2021, up from ~10% a year prior (redarrowlogistics.com) – indicating the scale of reverse flows.

This is especially true in fashion and apparel, where return rates can exceed 20% of online sales (eea.europa.eu). Crucially, Belgian consumers also expect easy returns: nearly 75% want a pre-paid return label included with their parcel and about 20% prefer to return via a 24/7 parcel locker (cdn.assets-dev.bpost.be). This means last-mile carriers and retailers must integrate convenient return options to maintain customer loyalty (ingrid.com).

Reverse logistics isn’t only about customer satisfaction, though – it’s also part of building a circular economy, recovering value from products and reducing waste. Returned goods might be inspected and restocked, refurbished for resale, or sent for recycling. In short, last-mile returns in Belgium encompass all these backward movements of goods and information, which have become as important as forward delivery in e-commerce.

1. Reverse flow definition: Moving goods “upstream” from customers back to sellers – e.g. an online shopper sends a product back (dhl.com).
2. Significance: E-commerce returns are growing; roughly one in six online purchases gets returned on average (redarrowlogistics.com), making reverse logistics a core challenge in last-mile delivery.
3. Consumer expectations: Belgian shoppers demand hassle-free returns – transparent policies, return labels in-box, and convenient drop-off options are now standard (cdn.assets-dev.bpost.be).
4. Value recovery: Effective reverse logistics lets companies recoup losses by repairing or reselling items, or recycling materials instead of scrapping returns (dhl.com).
5. Loyalty impact: A simple return process boosts customer trust and repeat business, whereas difficult returns drive customers away (ingrid.com) – in last-mile service, returns make or break loyalty.

What consumer rights and EU policies govern last-mile returns in Belgium?

Belgian consumers benefit from robust EU-backed return rights – notably a 14-day “cooling-off” period for online purchases – while European laws and policies also shape reverse logistics (from e-commerce returns to recycling mandates). Under the EU Consumer Rights Directive (2011/83/EU), which Belgium implements via its Code of Economic Law, online shoppers have the right to withdraw from a sale within 14 calendar days of delivery, no questions asked (europa.eu, economie.fgov.be).

This means a customer can return a product within that period for a refund. However, free returns are not guaranteed by law – in most cases the buyer bears the return shipping cost unless the seller voluntarily provides a free return label (europa.eu). Merchants in Belgium must clearly inform consumers about return terms before checkout, per legal requirements. There are important exceptions too: for example, perishable goods or personalized items are exempt from the 14-day return rule (europa.eu), and sealed health or hygiene products (like certain medical supplies) lose their return right once unsealed for safety reasons. Beyond consumer rights, EU logistics policies increasingly influence reverse logistics.

A key trend is sustainability and waste reduction. For instance, the EU WEEE Directive (2012/19/EU) requires electronics producers and retailers to take back old electronic equipment from households free of charge for proper recycling (bundesumweltministerium.de). This take-back obligation has led to networks for returning used electronics (e.g. drop-off bins for old phones) as part of reverse logistics. Likewise, the EU’s new Ecodesign for Sustainable Products Regulation (ESPR) in 2024 includes a ban on destroying unsold or returned textiles and footwear, forcing retailers to find ways to reuse or recycle returns instead (eea.europa.eu).

Belgium is aligning with these policies – for example, many fashion retailers now resell or donate returned apparel rather than incinerating it. Additionally, Belgium’s new delivery law (2024) – part of last-mile regulations in Belgium (2025) – indirectly affects returns by requiring sustainable delivery options at checkout (e.g. parcel locker delivery) (ingrid.com), which can facilitate easier local returns too. In summary, consumer protection laws guarantee Belgians an avenue to return online purchases, and evolving EU directives and Belgian regulations are shaping a reverse logistics landscape that prioritizes consumer rights, cross-border consistency, and environmental responsibility.

1. 14‑Day Return Right: Online consumers in Belgium can cancel and return an item within 14 days of delivery without giving a reason (europa.eu).
2. Return shipping costs: Unless the seller offers free returns, the consumer typically pays postage for the return (europa.eu).
3. Exceptions to returns: EU/Belgian law exempts certain goods – e.g. concert tickets, custom-made products, perishable food, or unsealed hygiene/medical items – from the 14-day return window (europa.eu).
4. Environmental policies: European regulations encourage sustainable reverse logistics. The WEEE Directive mandates free take‑back of e‑waste (bundesumweltministerium.de), and a new EU ban on destroying unsold returns (starting with textiles) compels retailers to process returns in an eco‑friendly way (eea.europa.eu).
5. Cross‑border consistency: EU consumer law harmonization means Belgian shoppers enjoy similar return rights across member states. Still, cross‑border returns can involve extra steps (customs or VAT adjustments).

How do local carriers like bpost, DHL, and PostNL handle last-mile returns in Belgium?

Belgium’s major last-mile carriers – including bpost, DHL, and PostNL – all provide dedicated return services, such as pre‑paid return labels, networks of drop‑off points, and even home pick‑ups, to simplify reverse logistics for businesses and consumers.

1. bpost returns: Offers prepaid return labels. Customers can return parcels via post offices, postal points, parcel lockers, or give to the mailman during delivery (bpost.be). They also pilot evening return pickups integrated into regular delivery rounds (ipc.be).
2. PostNL returns: Allows retailers to include a return label or let customers download one. Drop‑off at ~800 PostNL Points, then shipped back within 48 hours (postnl.be).
3. DHL returns: Offers drop‑off at DHL ServicePoints and parcel lockers with a return label, or scheduled courier pickups. DHL Parcel Connect supports convenient cross-border returns (dhlecommerce.be, dhlexpress.nl).

All carriers provide tracking and digital return-integrations (such as QR‑code, APIs, portals) to simplify and monitor return flows.

What are the cost implications and challenges of reverse logistics in last-mile delivery?

Reverse logistics in the last mile comes with substantial costs and operational challenges – from extra transport and handling expenses that can devour a large chunk of a product’s value, to complex coordination and environmental impacts.

1. High processing costs: Managing a return can reach about 66% of an item’s price (~€66 on a €100 sale) including shipping, handling, and markdowns (redarrowlogistics.com).
2. Labor and handling: Unpredictable returns require manual inspection, slowing warehouse operations.
3. Free returns dilemma: Consumers expect free returns; shipping costs (~€10–15) often must be absorbed (expandeco.com).
4. Operational complexity: Reverse flows involve multiple parties (customer, carrier, customs, internal teams) and steps like RMAs—harder than outbound logistics (dhl.com).
5. Environmental impact: Additional trips mean more CO₂ emissions; inefficient returns can lead to waste. Strategies like consolidated pickups and drop-offs help reduce their footprint (ipc.be, eea.europa.eu).

How does reverse logistics differ for B2B e‑commerce deliveries?

B2B returns often involve bulk, specialized products, contractual return terms, and multiple stakeholders—making them more complex than consumer returns.

1. Larger & specialized returns: Bulk shipments or custom equipment needing freight or special handling (dhl.com).
2. Negotiated terms: Return conditions defined by contract, e.g. restocking fees, no automatic 14-day right (dhl.com).
3. Multi-step coordination: Returns may involve client, carrier, 3PL, manufacturer; requires RMAs and tight scheduling (dhl.com).
4. Value recovery focus: B2B goods often refurbished or repaired to recapture value and support circular economy (dhl.com).
5. Impact on relationships: Efficient returns critical to maintaining B2B trust; providers may supply advance exchange or local hubs (dhl.com).

How are returns handled for medical and healthcare deliveries in Belgium?

Medical and healthcare returns follow strict regulations—pharmacies accept expired medicines, and medical devices or specimens are handled with compliance and safety.

1. Unused pharmaceuticals: Pharmacies take back expired or unused meds for safe destruction (FAMHP guidance) (famhp.be).
2. Regulatory compliance: EU Good Distribution Practice (GDP) requires returned medicines to be documented, inspected, and only restocked if unopened and properly stored (gmp-compliance.org).
3. Specialized carriers: Cold-chain returns (e.g. vaccines, lab specimens) use dedicated networks (e.g. UPS Healthcare) with tracking and environmental monitoring (locate2u.com).
4. Medical device returns: Faulty or rented devices are returned to manufacturers via regulated hubs (e.g. DHL Life Sciences in Brussels) for disinfection, repair, or refurbishment (dhlsupplychain.dhl.com).
5. Disposal & recycling: Hazardous medical waste is handled by licensed services; e-waste medical equipment is recycled under WEEE (bundesumweltministerium.de, eea.europa.eu).

FAQ

1. Do Belgian consumers have to pay for return shipping when they send a product back?
   A: Belgian law gives consumers the right to return online purchases within 14 days, but it doesn’t require sellers to cover the return shipping cost (europa.eu). In practice, some retailers offer free returns as a courtesy, while others ask the customer to pay postage. Always check the seller’s policy.
2. How can my business reduce the cost of last-mile returns?
   A: To cut reverse logistics costs, businesses can:
   • Optimize processes: central returns center and tracking software (dhl.com).
   • Encourage drop-off: parcel points, lockers, and consolidated pickups (ipc.be).
   • Analyze and prevent: reduce return rates by improving descriptions and sizing (ingrid.com).
3. What happens to products after they are returned by the customer?
   A: Typical steps:
   • Check-in & inspection
   • Sorting (resale, repair, recycle, dispose)
   • Restocking, refurbishment, or disposal (WEEE rules apply)
4. Are return rates high in Belgian e-commerce, and which products see the most returns?
   A: Overall return rates are around 10–15%, but fashion & footwear often reach 20–30% (eea.europa.eu). Electronics have moderate rates; perishables and personal care are low or not allowed.
5. Can medical or pharmaceutical products be returned in Belgium?
   A: Prescription medicines and most medical products cannot be returned for credit; pharmacies accept them only for safe disposal (famhp.be). Medical devices depend on policy—with hospitals returning devices in case of recalls or defects under GDP guidelines (gmp-compliance.org).

Sources

• Belgian Legal & Government Sources: FAMHP, FPS Economy, etc.
• EU Institutions & Directives: Consumer Rights Directive; WEEE; ESPR; GDP.
• Carrier & Industry Reports: DHL (2025), Red Arrow Logistics (2023), Ingrid (2025), Expandeco (2023), IPC (2020), UPS Healthcare (2024), PostNL Belgium.