Since 19 June 2026, every online shop selling to EU consumers must offer an online withdrawal function. The duty comes from Directive (EU) 2023/2673, which inserted Article 11a into the Consumer Rights Directive 2011/83/EU. Each EU country writes it into national law (in Romania: OUG 18/2026).
A PDF form the customer downloads, prints and posts is no longer enough. You may keep it only as an extra option.
What the function must include
- A clear label: "withdraw from contract here" or equally unambiguous wording (in the shop's language).
- Visibility: easy to read, prominently displayed and easy to access, e.g. in the footer, the customer account and the order-confirmation e-mail.
- Availability: throughout the withdrawal period (14 days from delivery, or longer if you offer it).
- An online statement: the customer gives or confirms their name, details identifying the contract (e.g. order number) and the e-mail address for the acknowledgement.
- A separate confirmation button: "confirm withdrawal" or equally unambiguous wording.
- Acknowledgement on a durable medium: without undue delay, an e-mail with the content of the statement and the date and time it was submitted.
Withdrawal counts as on time if the statement was submitted before the period ended.
Common mistakes
| Mistake | Why it is a problem |
|---|---|
| "Returns" link buried in the terms | The function must be prominently displayed |
| Only available after logging in | Guest buyers cannot use it |
| Reason for return is a required field | Consumers do not have to justify withdrawal |
| No automatic e-mail with date and time | The durable-medium acknowledgement is mandatory |
| One step, no "confirm withdrawal" | The confirmation step is explicitly required |
Platforms and plugins
Several platforms and plugins (including free WooCommerce plugins) now add the function. Still check the label, the confirmation step, the automatic e-mail and guest orders.
Information guide, not legal advice. Source: Directive (EU) 2023/2673, EUR-Lex.