Understanding EU Right of Withdrawal Requirements
Directive (EU) 2023/2673 introduces new online withdrawal requirements for certain distance contracts concluded through websites, mobile sites, or apps. The requirements apply from June 19, 2026, and may affect merchants that offer physical goods, services, or digital content to consumers in the European Union, including merchants based outside the EU.
Official EU Resources
Key Requirements
For eligible distance contracts, EU consumers generally have a 14-day right of withdrawal without providing a reason. If the required information about this right is not provided, the withdrawal period may be extended under the applicable rules.
Merchants must provide an online withdrawal function that:
- Remains available throughout the withdrawal period
- Is prominently displayed and easy to access
- Uses clear wording such as “Withdraw from contract here” or an equivalent in the relevant local language
- Allows consumers to provide or confirm their name, contract or order details, and an electronic contact method
After completing the withdrawal statement, consumers must be able to confirm their request through a separate confirmation step.
Once confirmed, the merchant must send an acknowledgement without undue delay through a durable medium, such as email. The acknowledgement must include the withdrawal statement and the date and time of submission.
Failure to comply with applicable EU consumer protection requirements may result in enforcement action. For widespread infringements, penalties may reach up to 4% of annual turnover.
What Merchants Should Do
Review your current withdrawal process and customer-facing policies before the requirements take effect.
Depending on your store setup, you may need to use a compatible third-party solution or work with an external technical service provider. SHOPLINE does not currently provide an official custom code solution for this requirement.
You should also review your Return Policy, Terms and Conditions, and other relevant policies. Updating these policies may help address information disclosure requirements, but policy updates alone may not replace the required online withdrawal function.
Important Disclaimer
This notice is provided for general information only and does not constitute legal advice. Requirements may vary depending on your business model, products or services, and the EU countries in which you operate. Review the official resources above and seek advice from a qualified legal professional where appropriate.