Since 19 June 2026, online stores selling to consumers in the European Union must provide an easy way for customers to exercise their right of withdrawal directly online. In practice, this means adding a clearly visible withdrawal function — usually a button or link — that allows the customer to cancel an eligible online purchase without having to search for an email address, contact customer support or figure out the process themselves. The 14-day right of withdrawal itself is not new. What has changed is how easily customers must be able to use it.
What does this mean for an online store?
If a customer entered into a contract through your website, they should also be able to withdraw from that contract through the website. The withdrawal function needs to be easy to find and available throughout the applicable withdrawal period. It can be presented as a button or link with clear wording such as: Withdraw from contract or another equally clear alternative. The important part is that the customer immediately understands what the function does.
It is not just another button
There is a little more to it than adding a link to the footer. The customer must be able to identify the order or contract they want to withdraw from and confirm their decision before submitting the request. Once the withdrawal has been submitted, the customer should also receive confirmation that the request was received. So while it is often referred to as the EU withdrawal button, it is really a small withdrawal process built into the online store.
What about Shopify?
For Shopify merchants, implementation is considerably easier because much of the necessary functionality already exists within Shopify. Shopify provides self-service return and cancellation features that can be configured for customers. Merchants can define cancellation rules, allow eligible customers to request returns and set the appropriate return period. The important part is making sure these features are actually configured correctly and that customers can find them easily from the storefront or their order information. Using Shopify does not automatically make an online store compliant. The store still needs to have the correct settings, policies and customer-facing access in place.
