Starting June 19, online stores selling to customers in the European Union must provide a clearly labeled withdrawal button that allows shoppers to cancel eligible purchases during the EU’s 14-day withdrawal period.
The new requirement does not create a new consumer right. EU customers have been able to cancel many online purchases within 14 days since 2014. The change focuses on making that process easier and more accessible.
After a customer submits a withdrawal request, merchants must confirm receipt and verify eligibility. Certain products, such as custom-made items, perishable goods, and sealed hygiene products, remain exempt from the withdrawal right.
This requirement applies to any business selling to EU consumers, even if the company is based outside Europe. Stores that fail to comply may face significant penalties, including fines and an extended withdrawal period.
Major eCommerce platforms are taking different approaches. Shopify, and WooCommerce have published guidance, but currently rely on merchants to implement compliant solutions. Marketplace sellers (Amazon, Walmart, Etsy, TikTok Shop etc.) are generally covered by the marketplace, since those platforms control the checkout process.
If your business sells directly to customers in the EU, now is a good time to review your checkout and post-purchase experience to ensure compliance before the deadline.
