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EU Withdrawal Button

Disclaimer​

CloudSuite does not provide legal advice. The information on this page is intended to help you understand the EU withdrawal button rules and what they may mean for your webshop. You are responsible for making sure your webshop follows the laws and rules that apply to your business. If you are unsure how these rules apply to your situation, ask for legal advice.

The directive references on this page, including Directive (EU) 2023/2673, are based on publicly available information at the time of writing. We recommend verifying these references directly on EUR-Lex before relying on them. The directive amends the Consumer Rights Directive 2011/83/EU.

What is a Withdrawal Button?​

From 19 June 2026, online shops in the EU must offer consumers a simple way to withdraw from an online agreement.

The idea is simple: if a consumer can place an order online, it must also be easy to cancel or withdraw online. You may hear this referred to as a withdrawal button, cancellation button, or stop button.

This requirement comes from Directive (EU) 2023/2673, which amends the Consumer Rights Directive 2011/83/EU.

Who Does this Apply to?​

The rules mainly apply to B2C webshops and online services that sell products or services to consumers in the EU. If your business is outside the EU but sells to EU consumers, these rules may also apply to you.

Examples of affected businesses include:

  • webshops
  • subscription services
  • online platforms and marketplaces
  • digital service providers

How can you meet the Requirements?​

To meet the directive, a two-step approach works well:

  • Provide a clearly visible option on your site, labeled Withdraw from contract here or similar wording.
  • The option should be visible, accessible, and easy to find throughout the 14-day withdrawal period. Do not hide the option in your terms and conditions or deep inside account settings.
  • Allow consumers to withdraw without giving a reason.
  • Do not add extra steps that make the withdrawal process unnecessarily difficult.
  • Provide a second Confirm withdrawal button or option so the consumer can confirm the request.
  • After submission, automatically send the customer a confirmation that includes the date and time of the cancellation request.
  • Make the option accessible without logging in, so all buyers, including guest checkout customers, can use it.

Withdrawal and Returns: What is the Difference?​

  • A withdrawal is a legal right. It means the consumer cancels the online agreement within the legal withdrawal period, usually 14 days. If the conditions are met, you must accept the withdrawal.
  • A return is the practical process of sending products back. This is usually handled by your warehouse, customer service team, or fulfilment partner.

These two processes are often connected, but they are not the same. A return can be part of a withdrawal, but a return alone is not always a legal withdrawal.

How CloudSuite Supports You​

CloudSuite helps you create the entry point and confirmation step that the directive requires, using a CMS page and a contact form.

Requirement

CloudSuite provides

You are responsible for

Withdrawal page

CMS pages in Mosaic.

Creating the page, adding the content, and linking to it from visible places.

No login required

CMS pages that can be available before login.

Making sure the page is published and reachable for all visitors.

Withdrawal form

A configurable contact form component.

Setting up the form with the fields you need.

Confirmation page

A CMS page shown after the form is submitted.

Creating the confirmation page with a clear message for the consumer.

Confirmation email

A notification email to you, as the shop owner, when a form is submitted.

Sending a confirmation email to the consumer yourself, outside of CloudSuite.

Order information

Order data and order history, depending on your setup. The withdrawal form is not automatically linked to an order.

Matching the request to the correct order yourself, based on the order number from the form.

Processing the withdrawal

—

Handling the request within the legal timeframe.

Refund

—

Refunding the consumer.

Return logistics

Optional return and service flows, depending on your setup.

Arranging the return if products need to come back.

Record keeping

—

Tracking and storing withdrawal requests in your own administration.

For step-by-step instructions on how to configure the withdrawal page in CloudSuite, see Set Up the Withdrawal Button.

What Happens if You Do Not Comply?​

Authorities, such as the Autoriteit Consument & Markt (ACM) in the Netherlands, can take action if a webshop does not meet consumer protection rules. This can lead to warnings, fines, enforcement measures, customer disputes, or requests to change your webshop.

Frequently Asked Questions​

These questions cover extra details that are useful when you review your setup.

The answers below are based on the current Consumer Rights Directive and the upcoming changes under Directive (EU) 2023/2673. Legal requirements can differ per country.

When does the 14-day withdrawal period start?​

It depends on what the consumer ordered:

  • Physical products: 14 days from the day the consumer, or someone chosen by the consumer, receives the goods.
  • Multiple items in one order: 14 days from the day the last item is delivered.
  • Services: 14 days from the day the contract was signed.
  • Digital content without a physical carrier: 14 days from the contract date, unless the consumer agreed to start the download or stream immediately and accepted that this may end the withdrawal right.

Are products or services exempt?​

Yes. The withdrawal right does not apply to every product or service. Article 16 of the Consumer Rights Directive lists the exceptions. Common examples are:

  1. custom-made or clearly personalised products
  2. sealed products that were opened after delivery and cannot be returned for hygiene reasons, such as cosmetics or underwear
  3. products that spoil quickly
  4. sealed audio, video, or software that was opened after delivery
  5. newspapers and magazines, except subscriptions
  6. products where the price depends on financial market changes
  7. urgent repair or maintenance services requested by the consumer

These are common examples. See Article 16 of the Consumer Rights Directive for the full list of exceptions. If you sell products or services that may be exempt, make sure your terms and conditions explain this before the consumer orders.

What happens if a consumer withdraws after 14 days?​

In most cases, you can reject a withdrawal request after the 14-day period. However, if the consumer was not properly informed, or if the withdrawal option was not available, the period can be extended by up to 12 months after the original 14 days.

Does the consumer need to give a reason?​

No. You can add a reason field to the form, but it must be optional. Make this clear on the form.

Who pays for return shipping?​

This depends on your terms and conditions. In many cases, the consumer can pay for return shipping, but only if you told them this before they placed the order. If you did not tell them, you may need to pay the return costs yourself.

Does this apply to orders placed before 19 June 2026?​

The directive applies to contracts made on or after the national implementation date. The EU deadline for member states is 19 June 2026, but the exact date and transition rules may differ per country. Older orders follow the existing rules under the Consumer Rights Directive 2011/83/EU.

I sell both B2B and B2C. What should I do?​

If consumers can order from your shop, these rules apply to those consumer orders. You can separate your B2B and B2C flows, or make the withdrawal option available where the buyer may be a consumer.

Can I use something other than the CloudSuite contact form?​

Yes. The law does not prescribe a specific tool. You can use another form tool, a third-party widget, or a custom solution, as long as the process meets the requirements that apply to your webshop.

Where can I find more information?​

If you have questions about setting this up in CloudSuite, contact CloudSuite Support or your implementation partner.