EU Directive 2023/2673 compliance guide
EU law gives consumers the right to withdraw from online purchases within 14 days — no questions asked. From 2026, every webshop must provide a dedicated withdrawal button. Here is everything you need to comply.
The right of withdrawal is a fundamental consumer protection under EU law. It allows any consumer who purchases goods or services online to cancel their order within 14 calendar days of receiving the goods — without giving any reason and without incurring penalties beyond the direct cost of returning the items.
This right is enshrined in the EU Consumer Rights Directive (2011/83/EU) and has been strengthened by EU Directive 2023/2673, which requires all online shops to provide a clearly visible withdrawal button on their website. The goal is to make exercising this right as easy as placing the order in the first place.
The withdrawal right and the new button requirement apply to all businesses selling to consumers in the EU:
EU Directive 2023/2673 introduces specific technical and legal obligations for online merchants.
Your webshop must display a clearly labelled withdrawal button that consumers can use to initiate a withdrawal. It must be easy to find, accessible without login, and work on all devices.
Consumers have 14 calendar days from the date they receive their goods to exercise their right of withdrawal. For services, the period starts from the date the contract is concluded.
When a consumer submits a withdrawal, you must immediately provide a confirmation on screen and send a durable confirmation by email. This creates a verifiable audit trail.
After receiving a valid withdrawal, you must refund the consumer within 14 days using the same payment method. You may withhold the refund until you receive the goods back or the consumer provides proof of return.
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The button handles everything: multilingual UI, withdrawal form, email confirmations, and a complete audit trail for legal proof.
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