Frequently asked questions

It is a button on your website that lets a customer cancel an online contract with a click. The idea is that cancelling should be as easy as buying. The customer clicks the button, confirms once, and gets a saved receipt.

It is the EU law that brings the new online withdrawal button. It updates the older Consumer Rights Directive 2011/83/EU and adds a new part, often called Article 11a. Its core scope is financial services sold at a distance, and it sets the standard for an easy online way to cancel.

Not every store in the exact same way. The strict button rule in Directive 2023/2673 starts with distance financial services. The broader 14 day right to cancel already covers most online sales of goods and services. Because the rules are growing in the same direction, most shops selling to EU customers should plan for an easy way to cancel.

It is the right for a shopper to change their mind about an online purchase and cancel it, usually within 14 days, without giving a reason. After cancelling, they return the item if needed, and you refund them. It comes from the Consumer Rights Directive 2011/83/EU.

Each EU country had to put the rules into national law by 19 December 2025. The new obligations start to apply in practice from 19 June 2026. That June date is the one to be ready for.

Yes, in practice it should. A customer may want to cancel one item from an order rather than the whole thing. A good withdrawal flow lets them choose which items to cancel, and refunds only those.

They should be able to. People who checked out without an account still have the right to withdraw. Give them a simple way in, such as entering their order number and email, so they do not need an account to cancel.

It means a format the customer can save and read again later, like an email or a PDF. After a withdrawal request, you should send the customer a confirmation on a durable medium so they have proof of what happened and when.

If you target and sell to consumers in the EU, EU consumer rules generally apply to those sales, even if your business is based elsewhere. So yes, you should plan for an easy withdrawal flow for your EU customers.

Not quite. A normal returns form is often about faulty or unwanted delivered goods. The withdrawal right is about the customer changing their mind, even when nothing is wrong with the item. Your flow should make the cancel right clear and easy, not hide it inside a general contact form.

The mandatory online withdrawal button in Directive (EU) 2023/2673 starts with distance financial services and applies from 19 June 2026. The wider 14 day right of withdrawal already covers most online sales of goods and services. So most shops should give an easy way to withdraw, and a clear button is the simplest way to meet that.

Add a clearly labelled withdrawal button where people expect it, like the account area or order page. Give it a short two step confirm, send a saved receipt, and keep a record of the date. On PrestaShop you can build this yourself or use a withdrawal button module. See our platform guides for the steps.

The Consumer Rights Directive, Directive 2011/83/EU, is the EU law that gives most online shoppers the 14 day right of withdrawal. Directive (EU) 2023/2673 updates it and adds the online withdrawal button, starting with distance financial services.