If a purchase can be made in a few clicks, withdrawing from it must be just as easy. Based on this principle, online stores have to add a so-called withdrawal button or withdrawal function. Below we explain what the requirement includes and how to implement it in practice.
Who does the requirement apply to?
The requirement applies to businesses that conclude distance contracts with consumers (B2C) through an online interface – in essence, every online store selling to private individuals. It doesn’t create new withdrawal rights: if a product (e.g. one made to order) is not covered by the right of withdrawal by law, that stays the same.
What must the withdrawal function include?
- A clearly labelled button or link, for example “Withdraw from contract” or “Return product”, that is easy to find throughout the withdrawal period.
- A form where the consumer can enter or confirm their name, the contract (order) details and contact details for the confirmation.
- A confirmation button, for example “Confirm withdrawal”, which submits the request.
- An automatic confirmation on a durable medium (usually an email) containing the content of the request and the date and time it was submitted.
The function must be available for the entire 14-day withdrawal period, which for goods generally starts when the goods are received.
What happens if you don’t comply?
Supervision is carried out by the national consumer protection authority, which can issue orders and impose penalty payments. A correct and simple return process is also good customer service – it builds trust and often increases purchases.
How to add a withdrawal button to an online store
WooCommerce
In WooCommerce the function can be implemented with a plugin or a custom module. A good solution ties the withdrawal to a specific order: the consumer selects the order (or enters the order number and email), marks the products, confirms and receives an automatic email. The merchant sees the requests with the order and can process the return.
Custom online store
In a custom (e.g. Next.js) store, the withdrawal function is built directly into the system: next to the order in the customer account and as a separate form that validates the order details. That way the button text, confirmation and availability meet the exact legal requirements and requests go straight into order management.
What else to review
- Terms of sale and information on the right of withdrawal in the store.
- Order confirmation emails – add a link to the withdrawal form.
- The customer account view – a withdrawal button next to the order.
- Internal process: who handles requests and how quickly refunds are made.
Summary
A withdrawal button isn’t a complex development, but it must be done thoughtfully: simple for the consumer, linked to orders for the merchant and with an automatic confirmation. If you need help, write to us – we add the withdrawal function to both WooCommerce and custom online stores.
Frequently asked questions
From when must an online store have a withdrawal button?
Under the directive, member states apply the requirement from 19 June 2026 (in Estonia from 1 September 2026, depending on national transposition). It stems from EU Directive 2023/2673, which amended the Consumer Rights Directive.
Does a B2B online store need a withdrawal button?
The requirement concerns consumer contracts. If you sell only to businesses, it generally doesn't apply, but check your situation with a lawyer.
Is a PDF return form in the store enough?
No. The requirement is an online function through which a withdrawal request can be submitted directly online and which sends an automatic confirmation.
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