The new withdrawal law

By Stefan de Jong, strategist

In 2014, the current standard was set: consumers were given a 14-day return window to cancel an online purchase, and webshops were required to offer a model form. But while a static PDF form on the website has sufficed since then, the legislator is now tightening the reins. Starting June 19, 2026, a clear withdrawal button will become mandatory. What does this mean for the e-commerce platform, and how can its implementation be approached smartly?

The evolution of the right of withdrawal

Since the major legislative change in 2014, the right of withdrawal has been a staple in e-commerce. With the introduction of the Consumer Rights Directive, the return window was harmonized to 14 days, and webshops were required to make a 'model withdrawal form' available.

In practice, however, this form is often buried deep in the terms and conditions or placed as a separate download in the footer. The European Union is now putting an end to this: canceling a purchase must become just as easy as closing the deal. The era of passive forms is over; the legislator now demands active, digital functions.

The new regulations: One button, two steps

The core of the new regulations (part of EU Directive 2023/2673) is clear-cut: the consumer must be able to submit a withdrawal directly digitally via a prominent function on the website.

What will change in concrete terms for online sellers?

• Direct access: The withdrawal function must always be easy to find, for example in the footer or within the 'My Account' environment.

• Clear language: No vague terms. The button must feature unambiguous text, such as "Withdraw now" or "Confirm withdrawal".

• The process: The law dictates a flow of a maximum of two steps. First, the customer clicks the initial button, then fills in the necessary details, followed by the final confirmation.

• Immediate confirmation: Once the consumer clicks the submit button, the webshop is obligated to immediately send a confirmation of receipt (usually via email).

Why waiting is a costly risk

Aside from the fact that the ACM (Authority for Consumers & Markets) enforces compliance and can hand out substantial fines, there is a significant commercial risk. In the event of a missing or incorrect implementation of the withdrawal function, the legal return window for the consumer is automatically extended from 14 days to a maximum of 12 months. This is not a desirable scenario for any e-commerce operation.

Smart implementation in a modern architecture

At Kega, we work extensively with modern, headless architectures. The major advantage of this is that this new functionality can be integrated relatively easily without overhauling the core backend.

An efficient route is to link the withdrawal button in the frontend (e.g., Next.js) directly to existing customer service software or a Customer Data Platform (CDP). This way, the data is immediately processed in the correct system, the customer automatically receives the mandatory confirmation, and the customer service team instantly has all the information at hand to handle the request smoothly.

Time for action

The deadline of June 19, 2026, is rapidly approaching. For complex e-commerce platforms, now is the time to make the withdrawal process a top priority on the roadmap. Companies that act in time prevent last-minute compliance stress and immediately build a better, more transparent customer experience.

Ready to future-proof the platform?

Our e-commerce architects are happy to help you think about the optimal setup of the withdrawal process and its technical integration into the digital landscape. Contact Kega for a no-obligation brainstorming session.