EU 14-Day Right of Withdrawal

 Overview 

When selling goods, services, or digital content online to consumers in the European Union (EU), you may be required to comply with consumer protection laws that give customers the right to withdraw from their purchase within a specified period.

To learn more about the EU Right of Withdrawal and the electronic withdrawal function requirement that takes effect on 19 June 2026, refer to the official EU guidance: Consumer information, right of withdrawal and other consumer rights.

If you sell to customers in the EU, the app can help you meet the electronic withdrawal function requirement by allowing customers to submit an order withdrawal request directly through your returns portal.

 Configuration  

To enable this feature:

Go to Return options.

Open EU 14-Day Withdrawal configurations.

Enable the Withdrawal before fulfilment toggle.

Once enabled, eligible customers will be able to cancel their order through the returns portal.

Customer eligibility  

Customers can withdraw their order only if all of the following conditions are met:

the order has not been fulfilled fully (cancellation of partially fulfilled orders is not supported;

no more than 14 days have passed since the order was created.

When a customer enters their order details on the landing page and proceeds to the next step, the application automatically validates these conditions.

If the order is eligible, the customer will see the 14-Day Right of Withdrawal option on the Select product page.

 How it works  

After the customer confirms the withdrawal request:

the application sends an order cancellation request to Shopify;

Shopify cancels the order if it is still eligible for cancellation;

a note is added to the Shopify order indicating that it was cancelled through the returns portal;

a notification email is sent to inform you that the customer has exercised their right of withdrawal.

Please note that refunds are not processed automatically. You remain responsible for issuing any applicable refund and determining the appropriate refund amount in accordance with your business processes and applicable regulations.

 Best practice  

If you do not already provide customers with a dedicated way to exercise their right of withdrawal, we recommend enabling this feature and adding a link to your returns portal on your storefront or customer help pages. This gives customers a clear and convenient way to submit withdrawal requests while helping you manage the process in a single location.