Online shopping today takes just a few clicks. That is why European legislation is increasingly focusing on the opposite moment as well — how easily a customer can withdraw from a contract.
A significant change is coming in this area. The European Union is introducing new rules designed to make contract withdrawal available directly online and just as simple for customers as placing an order. For online stores, this means changes to the user interface as well as to the internal processing of withdrawals.
The new requirements will apply from 19 June 2026.
From paper forms to an online process
Until now, contract withdrawal in many online stores has often been handled rather formally. Customers had the right to withdraw within 14 days, but they often had to fill in a form, send an email or search for information in the terms and conditions.
The new legislation changes this approach. Online stores will have to allow customers to withdraw from a contract directly through the online interface using a simple digital function.
As stated in Directive (EU) 2023/2673 of the European Parliament and of the Council, the goal of the new rules is to ensure that consumers can withdraw from a contract just as easily as they entered into it.
The directive also requires Member States to introduce effective, proportionate and dissuasive penalties for breaches of these new rules. Compliance will be monitored by national consumer protection authorities.
What online stores will be expected to provide
The key change is the introduction of a so-called withdrawal function — a digital function that allows customers to withdraw from a contract directly in the online environment of the store.
For online store operators, this mainly means ensuring that the option to withdraw from a contract is clearly accessible, easy to find and usable throughout the statutory withdrawal period.
The process should be simple, digital and completed with confirmation that the withdrawal has been received. Customers should no longer have to rely only on searching for a form in the terms and conditions or writing a separate email.
How the solution can work in practice
In practice, the solution may be an electronic contract withdrawal form available from several places in the online store — for example from the website footer, email communication and the customer account.
In the form, the customer fills in their contact details, address, email, order information, the items they want to withdraw from and the bank account number for the refund.
After submitting the form, the customer receives an email with a link to confirm the withdrawal. By clicking this link, they confirm that they really want to withdraw from the contract. This step helps protect both the merchant and the customer against misuse or withdrawals being submitted for someone else’s order.
Once confirmed, the merchant receives the withdrawal information by email and can continue processing it internally.
Who the change applies to
The new rules apply to companies that sell goods or services online to consumers in the EU, operate an online store or use an online ordering process.
The change may also apply to companies outside the European Union if they target customers in the EU — for example by delivering to Member States or using European currencies and languages.
Why the EU is introducing these changes
The mandatory digital function for contract withdrawal is part of a broader effort to adapt consumer protection to the digital environment.
Online shopping has become much simpler in recent years. Customers can choose a product, place an order and pay within minutes. European legislation is therefore moving towards making the contract withdrawal process similarly simple.
The aim is to remove unnecessary barriers, increase transparency and create a clearer process for both customers and merchants.
There is limited time to prepare
Since the new requirements will apply from 19 June 2026, there is limited time left to prepare. Implementation may require changes in several parts of the online store — the user interface, customer account, email communication and internal withdrawal processing.
We therefore recommend addressing the change as soon as possible. A well-designed process will make contract withdrawal easier for the customer and help the merchant collect all necessary information in a consistent and usable format.
We will be happy to help you design and implement a solution that meets the legislative requirements and naturally fits into the purchase journey of your online store.
Sources
- European Parliament – Directive (EU) 2023/2673: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX:32023L2673
- Quastels LLP – The EU’s new online contract rules: https://www.quastels.com/the-eus-new-online-contract-rules-what-online-retailers-need-to-know/
- Reed Smith – One-click to withdraw: https://www.reedsmith.com/our-insights/blogs/viewpoints/102m2ba/one-click-to-withdraw-why-the-new-withdrawal-button-changes-online-contracts/
- Bird & Bird – Withdrawal button requirement: https://www.twobirds.com/en/insights/2026/netherlands/the-netherlands-new-eu-withdrawal-button-requirement-and-cjeu-referral-on-order-button-compliance
Frequently Asked Questions
Does every online store need an online contract withdrawal form?
Yes, if the online store sells goods or services to consumers online and the customer has a statutory right to withdraw from that type of contract. The new requirement applies to distance contracts concluded through an online interface, typically through an online store, website or app.
When will online contract withdrawal become mandatory?
The new rules will apply from 19 June 2026. From this date, online stores will have to allow customers to withdraw from a contract directly online through a clearly accessible digital function.
Is it enough to have a withdrawal form in the terms and conditions?
A form hidden in the terms and conditions may no longer be enough. The new legislation aims to make the option to withdraw from a contract easily accessible, clearly labelled and usable directly in the online environment of the store.
Where should the withdrawal button or form be placed?
The solution should be easy for customers to find throughout the statutory withdrawal period. In practice, it may be available in the website footer, customer account, order detail or post-purchase email communication.
How should online contract withdrawal work?
Customers should be able to fill in the information needed for withdrawal directly online. This may include contact details, order number, the items they want to withdraw from and the bank account number for the refund. After submitting the form, they should receive confirmation that the withdrawal has been received.
Does the customer need to confirm the withdrawal?
The legislation expects the process to be clear and confirmed. In practice, the solution may work in two steps: the customer first fills in the form and then confirms the withdrawal, for example via a link in an email. This step helps prevent mistakes and misuse.
Does the new requirement apply only to the sale of goods?
Not exclusively. The new rules apply to online contracts with consumers where a statutory right of withdrawal exists. In addition to the sale of goods, they may therefore also apply to some services or digital ordering processes.
Does the requirement also apply to companies outside the European Union?
Yes, it may. If a company outside the EU targets customers in the European Union, for example by delivering to Member States or using European languages or currencies, it should verify whether the new rules apply to it.
What changes may an online store need?
An online store may need changes to the user interface, customer account, email communication, forms and internal processing of withdrawals. The important thing is that the customer can complete the process easily and the merchant receives the information in a clear and usable format.
Why is it worth addressing this change now?
Implementing the new requirement may affect several parts of the online store at once. If it is handled early, the solution can be prepared in a way that meets legislative requirements, fits naturally into the purchase journey and simplifies the process for both the customer and the merchant.
