EU withdrawal button 2026: how to make your store compliant

• What: a mandatory button that lets consumers cancel or return an online purchase within the withdrawal period.
• When: from 19 June 2026, across the EU.
• Who: every online store and online service that sells to consumers with a 14-day withdrawal period.

If you do nothing: a possible fine from the ACM and a withdrawal period that extends to up to 12 months.

The withdrawal button is a button in your store that lets a consumer cancel their purchase within the legal withdrawal period. Its official name is the withdrawal function.

Whether a consumer cancels or returns depends on the timing. If the order has not shipped yet, they cancel it. If it has already arrived, they send it back. Both go through the same button.

The idea is simple. Placing an order takes a few clicks, so cancelling should be just as easy. Your consumer no longer has to call, email, or look for a form.

The withdrawal button is not literally one click. It is a short flow: the consumer opens the button, fills in a few details, and confirms that they really want to cancel. Only then is the cancellation submitted.

The rule comes from a new EU law (Directive 2023/2673) and is set out in the Dutch Civil Code (Article 6:230oa). The withdrawal period itself does not change: a consumer keeps 14 days to cancel without giving a reason. The existing model withdrawal form also stays in place. The withdrawal button is added as an extra, easier route.

The withdrawal button is mandatory if you sell online to consumers and a 14-day withdrawal period already applies. That covers:

• online stores that sell products
• providers of online services, such as subscriptions, courses, or software

Do you only sell to other businesses (B2B)? Then the withdrawal period does not apply, and neither does the withdrawal button.

Some products have no withdrawal period, so you do not have to offer cancellation for those. The most common exceptions are:

• products made to order or personalised for the consumer
• hygiene products with a broken seal
• perishable products, such as fresh food
• digital products the consumer downloaded right away and waived their withdrawal period for

Note: if you also sell regular products with a withdrawal period alongside these, you still need the withdrawal button.

The law sets a few clear requirements. Your withdrawal button must:

1. Be clear and visible. Use unambiguous text, for example "withdraw from the contract here", and place the button somewhere fixed and easy to find. Think of the footer or the order confirmation.
2. Be available throughout the withdrawal period. The button must work at all times, so it cannot be hidden or only reachable during office hours.
3. Work without a mandatory account. A consumer must be able to cancel without first creating an account. You may ask for an order number and email address to find the order.
4. Work in two steps. The consumer fills in only what is needed and then confirms separately that they want to cancel. This prevents accidental cancellations.
5. Send an immediate confirmation. After cancelling, the consumer gets a confirmation right away, for example by email, stating what was reported and on which date and time.
6. Allow partial cancellation. If a consumer orders three products and wants to return one, that must be possible.

Note: "one click" is a misconception. After the button, the consumer still fills in a few details and confirms before the cancellation is final.

If you do not have a working withdrawal button on 19 June, you run two concrete risks:

• A withdrawal period that extends to up to a year. If you do not inform your consumers properly about the function, the 14-day period grows to a maximum of 12 months. Consumers can then undo their purchase for up to a year.
• A fine from the ACM. The ACM, the Dutch consumer authority, supervises consumer law. A missing or faulty withdrawal button can count as incomplete or misleading information to your consumer, which can lead to a fine or a binding instruction.

With Returnista's return portal, you have the withdrawal button set up correctly right away, without building anything yourself.

The portal matches the look of your own store and is always reachable, independent of your customer service. Your consumer logs in with an order number and email address, so no mandatory account. They submit the cancellation, confirm it in a separate step, and choose which products to send back. The portal then automatically sends a confirmation by email, stating what was reported and when. This meets all the requirements listed above.

Has an order already shipped? Then the cancellation runs through the portal's regular return process, exactly as the EU law intends. Through the integrations with platforms such as Shopify, Magento, and WooCommerce, and with carriers, every request is recorded automatically in your system. This keeps the legal button and your returns in one place, and gives you insight into the data behind each request.

Does the withdrawal button replace the model withdrawal form?
No. The model withdrawal form stays mandatory. The withdrawal button is an extra, easier way to cancel and sits alongside it.

Does the withdrawal button also apply to services and subscriptions?
Yes. The rule applies to all distance sales to consumers with a withdrawal period, including online services such as subscriptions, courses, and software.

Can I ask a consumer to log in to cancel?
You may ask a consumer for an order number and email address to find the order. You may not require them to create an account first.

Which products do not need a withdrawal button?
Products without a withdrawal period, such as made-to-order items, hygiene products with a broken seal, and fresh products. If you also sell regular products with a withdrawal period, you still need the withdrawal button.

What happens if I am not ready on 19 June?
You risk a fine from the ACM, and the withdrawal period for your consumers can extend to up to 12 months.

The 19 June 2026 deadline is fixed. Want to be sure your withdrawal button is set up correctly in time? Our experts are happy to review your store with you. Get in touch or schedule a demo.