Online withdrawal button: a guide to Directive (EU) 2023/2673
Since 19 June 2026, anyone selling online to consumers in the European Union has a new obligation: to offer a withdrawal function on their website, a visible button labelled along the lines of "withdraw from contract here" that lets customers cancel a purchase as easily as they made it. The requirement comes from Directive (EU) 2023/2673. Although it was drafted for distance financial services, it adds a new Article 11a to Directive 2011/83/EU that covers any distance contract concluded through a website or an app.
This guide explains exactly what the rule requires, how it differs from the 14-day right of withdrawal you already know, where transposition stands in Spain, and how to set it up in PrestaShop and Shopify.
What the online withdrawal function is
Until now, customers could withdraw by sending the model withdrawal form or any other clear statement, by email, by post or through whatever channel the shop indicated. That does not change. What is new is that, when the contract was concluded through an online interface, the shop must also provide a dedicated function within that interface so the consumer can withdraw in a few clicks.
Recital 37 of the directive sums it up: consumers should be able to withdraw from a contract as easily as they concluded it. It also makes clear that the obligation is not limited to financial services but applies to all distance contracts subject to the right of withdrawal under Directive 2011/83/EU. It affects a fashion or online course store just as much as a bank.
What Article 11a requires, point by point
The new Article 11a of Directive 2011/83/EU sets five very specific requirements:
- A clear label. The function must be labelled with the words "withdraw from contract here" or an unambiguous corresponding wording, in an easily legible way.
- Always available and visible. It must be continuously available throughout the withdrawal period, prominently displayed on the interface and easily accessible.
- Minimum details. The online withdrawal statement must let the consumer provide or confirm their name, the details identifying the contract (for example, the order number) and the electronic means by which they want to receive confirmation (usually their email address).
- A confirmation button. Once the statement is filled in, the consumer submits it through a confirmation function labelled only with "confirm withdrawal" or an unambiguous corresponding wording. This prevents accidental withdrawals.
- Acknowledgement on a durable medium. As soon as the consumer confirms, the shop sends, without undue delay, an acknowledgement of receipt on a durable medium (an email, for example) including the content of the statement and the date and time it was submitted.
In addition, the consumer is deemed to have withdrawn in time if the statement is submitted before the period expires, and the pre-contractual information must state, where applicable, that the function exists and where it is. Recital 37 adds two useful points: a customer who is already logged in should not have to identify themselves or the order again, and if the order includes several products, the shop may allow withdrawal from part of it only.
When it applies and to whom
Directive (EU) 2023/2673 of 22 November 2023 was published in the Official Journal of the EU on 28 November 2023. Its Article 2 sets two dates: Member States had to adopt and publish their transposition measures by 19 December 2025 and apply them from 19 June 2026.
- It applies to businesses selling to consumers (B2C) through a website, an online store or an app.
- Only where a right of withdrawal exists. If the product falls under a legal exception (for example, personalised goods or sealed goods unsealed after delivery for hygiene reasons), there is no withdrawal period to exercise.
- It does not affect business-to-business (B2B) sales.
How it differs from the 14-day right of withdrawal
The right of withdrawal is not new: Directive 2011/83/EU already gives consumers 14 days to change their mind without giving any reason, and in Spain it is set out in the consolidated General Law for the Protection of Consumers and Users (TRLGDCU). What changes is how it is exercised.
| Aspect | Right of withdrawal (existing) | Withdrawal function (Art. 11a) |
|---|---|---|
| What it is | The right to cancel the contract | A mandatory online channel to exercise it |
| Period | 14 calendar days (extended if not informed) | Available throughout that period |
| How it is exercised | Model form or any clear statement | "Withdraw from contract here" button plus confirmation |
| Confirmation to the customer | Acknowledgement if the website form is used | Always acknowledged, with date and time |
| Since when | Since 2014 | Since 19 June 2026 |
The period is neither extended nor shortened: it is still 14 days, and if you fail to inform customers properly about the right, it can be extended by up to 12 months. Refunds and who pays for the return do not change either. If you also want to review the other big after-sales obligation, see our guide to the legal guarantee.
Status in Spain: transposition pending
A directive needs a national law to bring it into force. In Spain, on 7 January 2026 the Council of Ministers approved, at first reading, the draft Consumer Credit Contracts Act. Its text submitted to public consultation includes a third final provision amending the TRLGDCU and adding a new Article 106 bis with the withdrawal function, worded in the same terms as the directive ("desistir del contrato aquí", "confirmar desistimiento", acknowledgement with date and time).
At the time of writing we have not been able to confirm that this law has been finally approved or published in the Spanish Official Gazette (BOE), so in Spain the obligation is pending transposition, even though the EU deadline has passed. Even so, the planned text matches the directive, and if you sell to other EU countries, each one brings it in through its own law.
How to implement it in your store, step by step
Steps common to any platform
- Place a "Withdraw from contract here" link or button somewhere prominent and permanent: footer, customer account, order details and order confirmation email.
- Build a form that asks for or confirms the name, order number (and products, if you allow partial withdrawal) and contact email. If the customer is logged in, prefill it with their details.
- Add a review step with a single "Confirm withdrawal" button.
- Automatically send an acknowledgement email with the content of the request and the exact date and time, and keep a record.
- Update your terms of sale and withdrawal information to say that the function exists and where to find it.
- Check that it works without logging in for guest buyers and that the button does not disappear before the period ends.
In PrestaShop
PrestaShop includes a merchandise returns feature, but it is designed for handling returns: it requires a customer account and does not include the label, the confirmation step or the date-and-time acknowledgement that Article 11a requires. The most practical option is a dedicated module that:
- Shows the button in the footer, in "My account" and in the order history, translated into each store language.
- Collects the statement with the required details, guest customers included.
- Sends the acknowledgement of receipt and stores each request so you can manage it from the back office.
Our PrestaShop withdrawal button module is built precisely for this and works on PrestaShop 1.7, 8 and 9.
In Shopify
Shopify does not include an online withdrawal function out of the box. You can create a page with a contact form and link it from the footer menu, but the standard form neither sends an acknowledgement with the content, date and time nor links the request to the order. The usual approach is an app that:
- Adds the button as a theme block (app embed) visible across the store and in the customer account.
- Validates the order number and email, allows partial withdrawal and asks for final confirmation.
- Sends the automatic acknowledgement and logs the request in the admin.
If you are on Shopify, you can start with the EU withdrawal button app and, first of all, run the free "Is your Shopify store EU compliant?" checker to see what else is missing.
Common mistakes
- Hiding the button in the legal terms or on a page you only reach by searching. It must be prominent and easy to find.
- Using vague labels such as "Help", "Contact" or "Manage order". The label must clearly say it is for withdrawing.
- Forcing customers to create an account or download an app to withdraw from a guest purchase.
- Making reasons mandatory or asking for unnecessary data. Withdrawal does not require any justification.
- Not sending the acknowledgement, or sending it without the date and time of submission.
- Confusing it with a commercial returns policy: an extended goodwill return period does not replace the withdrawal function.
Frequently asked questions
Is the withdrawal form I already had on my website enough?
Not necessarily. The model form is still valid, but Article 11a also requires an online function with its label, its confirmation step and an acknowledgement with date and time. A downloadable PDF or a generic email address is not enough.
Does the customer have to log in to use the button?
The rule does not require it, and Recital 37 states that consumers should not have to go through procedures to find or access the function. If they are already logged in, they should not have to re-enter their details or the order.
Does the 14-day period change?
No. The period stays the same; what changes is how the right can be exercised. It counts as exercised in time if the statement is sent before the period ends, even if the shop processes it later.
Does it affect stores that do not sell financial services?
Yes. Although the directive amends the rules on distance financial services, Article 11a applies to all distance contracts concluded through an online interface that carry a right of withdrawal.
What should I do if the Spanish law has not been passed yet?
The sensible approach is to adapt now: the planned Spanish text repeats the directive, each EU country brings it in through its own law, and the change to your store is straightforward. You can find all our resources among our free tools for online stores.
This guide is for information only and does not replace legal advice.