Since 19 June 2026, online shops in the EU have to offer customers an online withdrawal function: a clearly visible button labelled “withdraw from contract here” or an equivalent wording, which lets the customer withdraw from a purchase after entering a few details. The rule comes from Directive (EU) 2023/2673, which added a new Article 11a to the Consumer Rights Directive 2011/83/EU.
It applies to every online shop that sells to consumers where they have a right of withdrawal. This post sums up what the directive requires, when the function is not needed, how Hungary and Romania have written it into their own law, and how it can be done in a PrestaShop shop.
Not a legal expert?In plain English: what do I have to do now?
Customers could already cancel an online purchase, usually within 14 days. Now the shop also has to offer a separate button for it, so the customer can do it in a few clicks instead of writing an e-mail.
The button says “withdraw from contract here” (or the same in plain words in the shop’s language). The customer then enters their name, the order details and their e-mail address, and sends it with a “confirm withdrawal” button. The shop sends back a confirmation without delay, with the date and time it was sent.
What to do: check whether the shop already has such a button, and if not, add it with a module. The questions below can be sent to whoever maintains the shop.
Questions for the person who maintains the shop
Does the shop have an online withdrawal function labelled “withdraw from contract here” (or the required wording in our country’s language), available throughout the withdrawal period? Is it submitted with a “confirm withdrawal” button? Does the customer get an e-mail confirmation without delay with the content, date and time of the withdrawal? Do our terms say where the function can be found?
What changed on 19 June 2026?
Directive (EU) 2023/2673 had to be written into national law by 19 December 2025, and the new rules apply from 19 June 2026. The directive is mainly about financial services sold at a distance, but its recital says the withdrawal function applies to all distance contracts with a right of withdrawal under Directive 2011/83/EU, so online shops are covered too.
The function does not replace the existing ways to withdraw: customers can still use the model withdrawal form or any clear statement, such as an e-mail.
What must the withdrawal function look like?
Under Article 11a of Directive 2011/83/EU:
- Label: “withdraw from contract here” or an unambiguous corresponding wording, easy to read.
- Availability: continuously available throughout the withdrawal period, prominently displayed and easily accessible.
- Details: in the online withdrawal statement the customer gives or confirms their name, details identifying the contract (for example the order number) and the electronic means to which the confirmation will be sent.
- Confirmation: the statement is sent with a function labelled only “confirm withdrawal” or an unambiguous corresponding wording.
- Acknowledgement: the shop sends an acknowledgement of receipt on a durable medium without undue delay, including the content of the withdrawal and the date and time it was submitted.
The withdrawal is in time if the customer submitted the online statement before the withdrawal period expired. According to the recital, a customer who is already logged in does not have to identify themselves again, and the shop may allow withdrawal from only part of an order.
Where should the button go in the shop?
The directive does not name a page. It requires the function to be prominent, easy to reach and available for the whole withdrawal period. The recital adds that customers should not have to go through procedures to find it, such as downloading an app, and that the shop may lead them to it with a link.
In practice it is worth making it reachable in several places: in the footer menu, in the customer account, and if possible as a link in the order confirmation e-mail.
What has to change in the withdrawal information?
The model withdrawal information in Annex I(A) of the directive has a new sentence. If the shop uses this model (for example in its terms and conditions), it should be added:
“You can also exercise your right of withdrawal online at [insert internet address or another appropriate explanation of where the withdrawal function is available].”
The pre-contract information also has to mention the existence and placement of the withdrawal function, where applicable.
Which products are not covered?
Where there is no right of withdrawal, the function is not needed either. Under Article 16 of Directive 2011/83/EU this includes, for example:
- goods made to the customer’s specifications or clearly personalised;
- goods that can deteriorate or expire rapidly;
- sealed goods unsealed after delivery that are not suitable for return for health or hygiene reasons.
How have Hungary and Romania written it into law?
Hungary: Government Decree 415/2025 amended Section 22 of Government Decree 45/2014, in force since 19 June 2026. The Hungarian text sets the labels word for word: „elállás a szerződéstől” on the button and „elállás megerősítése” on the confirmation button, without mentioning other wordings. The consumer protection authority acts on breaches, and it can impose a fine.
Romania: Emergency Ordinance OUG 18/2026 added Article 11^1 to OUG 34/2014, applying from 19 June 2026. The labels are «retrageţi-vă din contract aici» (or a similar unambiguous wording) and «confirmaţi retragerea». A breach can be fined from 5,000 to 15,000 lei; the authority is ANPC.
Other member states have their own transposing laws, so the exact label in the shop’s language is worth checking in the national text.
How can it be done in a PrestaShop shop?
The simplest way is a module built for it. The PrestaHU Online withdrawal form module:
- adds an online withdrawal form to the shop with a withdrawal button, and the statement is sent with a separate confirmation button; the labels follow the wording of your country’s law;
- fields, their order and which ones are required are set in the back office, per language;
- after every submission the customer gets an automatic confirmation e-mail in their own language with the content of the declaration and the date and time it was sent, also as a PDF;
- all requests are in one back-office list (file number, customer, status, date received), and every status change is logged;
- the customer sees their requests and their status in their own account;
- ships with Hungarian, English and Romanian content; in a multistore install the requests are separated per shop;
- runs on PrestaShop 1.7, 8 and 9.
What should you do now?
- Check the shop as a customer: is there a clearly visible withdrawal button, and can a withdrawal be sent with it?
- If not, add it with a module and test it with a test order: does the confirmation e-mail arrive with the date and time?
- Update the withdrawal information in the terms with the online withdrawal sentence and the address of the function.
- Link to the button from the footer, the customer account and if possible the order confirmation e-mail.
Online withdrawal for PrestaShop
Withdrawal form, automatic confirmation by e-mail and PDF, request handling in the back office. PrestaShop 1.7, 8 and 9.
Frequently asked questions
Is an online withdrawal button mandatory for an online shop?
Yes, since 19 June 2026 for every distance contract concluded through an online interface where the consumer has a right of withdrawal, under Article 11a of Directive 2011/83/EU as amended by Directive 2023/2673.
Can the button have a different label?
The directive allows “withdraw from contract here” or an unambiguous corresponding wording. National laws may be stricter: the Hungarian decree sets the Hungarian labels word for word, and the Romanian ordinance sets the wording of the confirmation button.
Is the model withdrawal form in the terms enough?
No. The model form is still needed, but the online withdrawal function has to be in the shop as well.
What counts as a durable medium for the acknowledgement?
Under Article 2(10) of Directive 2011/83/EU, any instrument that lets the customer store information addressed to them, accessible for future reference, and reproduce it unchanged. The Hungarian decree, for example, lists e-mail among such media.
Sources: Directive (EU) 2023/2673, Directive 2011/83/EU, Hungary: Government Decree 45/2014, Romania: OUG 18/2026
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