The 14-Day Withdrawal Right: What Every Online Seller Must Know

If you sell anything online to consumers in the EU, they can send it back within 14 days. No reason needed. They don't have to explain themselves, and you can't charge a restocking fee. It's called the right of withdrawal, and ignoring it can cost you far more than a few returns.

Where this comes from

The EU Consumer Rights Directive (2011/83/EU), Articles 9 through 16, gives every online shopper a 14-day cooling-off period. Every EU member state has written this into national law. In the Netherlands, you'll find it in the Burgerlijk Wetboek (BW) 6:230o, where it's called the "herroepingsrecht" or "bedenktijd."

The idea is straightforward. When someone buys online, they can't touch the product first. They can't try it on or check the color in person. So the law gives them 14 days to change their mind after delivery.

This applies to you if you sell to consumers (B2C). It doesn't matter whether you're a sole trader running a Shopify store or a larger operation. If the buyer is a consumer, the withdrawal right applies.

When do the 14 days start?

The clock doesn't always start on the same day. It depends on what you're selling.

Physical goods: The 14 days start the day the customer (or someone they designated, not the carrier) receives the product. If the order contains multiple items shipped separately, the period starts when the last item arrives.

Services: The 14 days start on the day the contract was concluded, meaning the day the customer placed the order.

Digital content (downloads, streaming): Same as services. The 14-day period starts on the day the contract was concluded. But there's a catch here that works in your favor, which we'll cover in the exceptions section.

In all cases, the 14-day period includes weekends and public holidays. If the last day falls on a weekend or holiday, the deadline extends to the next business day.

What happens if you don't inform your customer

This is where it gets painful. You're legally required to tell customers about their withdrawal right before they buy. The information must be clear and provided in a durable format like your website, a confirmation email or a document in the package.

If you don't inform them? The withdrawal period extends from 14 days to 12 months. That's not a typo. A customer who was never told about their right to return can send the product back up to a year later and demand a full refund.

Once you do provide the information, even late, a new 14-day period starts from that moment. But you don't want to be in this position. Always include withdrawal information in your order confirmation email and on your checkout pages.

What's excluded

Not everything falls under the 14-day rule. The Directive lists specific exceptions in Article 16. Here are the ones that matter most for online sellers:

• Perishable goods. Food, flowers or anything with a short shelf life.
• Sealed hygiene products. If the customer opened the seal, you don't have to accept a return. Think cosmetics, underwear or earphones with ear tips.
• Custom-made or personalized items. A t-shirt printed with someone's name, a custom phone case or made-to-measure furniture.
• Digital content. If the customer started downloading or streaming and gave explicit consent beforehand while also acknowledging they'd lose their withdrawal right, you're in the clear. This is why many digital sellers add a checkbox before the download button.
• Sealed audio/video recordings or software. Same logic as hygiene products. Once the seal is broken, no return.
• Hotel bookings, event tickets and transport with a specific date. If you sell concert tickets for a particular evening or a hotel room for specific dates, no withdrawal right applies.
• Newspapers and magazines. Single purchases, not subscriptions.

If you rely on any of these exceptions, say so clearly in your terms and on the product page. Don't spring it on customers after they've already bought.

What the customer has to do

The customer doesn't just ship the product back silently. There's a two-step process.

Step 1: Notify you within 14 days. The customer must tell you they want to withdraw. This can be an email, a letter or a filled-in withdrawal form. A phone call technically counts too, but it's harder to prove. The 14-day deadline is about sending the notification, not about you receiving it.

Step 2: Return the goods within 14 days after notification. Once they've told you, they have another 14 days to actually send the product back. They bear the return shipping costs unless you agreed to pay them. You must tell them about this cost upfront.

The customer is allowed to inspect the product the way they would in a physical store. They can try on clothes, check if electronics work, look at the packaging. But if they've used the product beyond what's needed for inspection, you can deduct the loss in value from the refund.

What you have to do

Once you receive the returned goods (or proof that they've been shipped), you must refund the customer within 14 days. The refund must include:

• The full product price.
• The original shipping costs. This means the standard delivery rate. If the customer paid extra for express shipping, you only refund what standard delivery would have cost.

Use the same payment method the customer used, unless they agree to something else. You can hold the refund until you've received the goods or the customer proves they've shipped them, whichever comes first.

The model withdrawal form

EU law says you must provide a model withdrawal form. You'll find the template in Annex I(B) of the Consumer Rights Directive. You don't have to use the exact format, but you must offer one that contains the same information.

Most sellers put this on their returns page or include it in the order confirmation email. At minimum, the form should include:

• Your company name, address and email.
• A space for the customer to fill in the order number and date.
• A space for the product description.
• A statement that the customer wants to withdraw.
• Date and signature fields.

You can make this a web form, a downloadable PDF or part of your email template. The format doesn't matter as long as the customer can use it easily.

Practical tips for handling returns

Put it in your order confirmation. Every confirmation email should mention the 14-day withdrawal right, link to your withdrawal form and explain the return process. This protects you from the 12-month extension.

Make returns easy. Customers who know they can return easily are more likely to buy in the first place. Include a return label in the package or offer a simple online portal.

Keep records. Save every withdrawal notification with timestamps. If a dispute arises, you'll need proof of when the customer notified you and when you processed the refund.

Update your terms and conditions. Your T&Cs should spell out the withdrawal right, the exceptions that apply to your products, who pays return shipping and how refunds are processed.

Train your team. If you have staff handling customer service, make sure they know the rules. A wrong answer ("sorry, no returns after 7 days") could land you in trouble with the ACM.

How this connects to your website compliance

The withdrawal right is just one piece of the webshop compliance puzzle. Your checkout also needs to meet order button requirements, display correct pricing with VAT and provide clear pre-contractual information.

Getting these things right isn't just about avoiding fines. It builds the kind of trust that turns first-time buyers into repeat customers.

Not sure if your online shop covers all the bases? Run a free scan and find out where you stand.

FAQ

Can I offer store credit instead of a refund?

No. The law says you must refund the customer using the same payment method they used. You can't force store credit or vouchers. If the customer agrees to a voucher, that's fine, but you can't make it the default.

Does the withdrawal right apply to business customers (B2B)?

No. The Consumer Rights Directive protects consumers only. If you sell to businesses, the withdrawal right doesn't apply. But you need to be careful. If a sole trader buys something for personal use, they might still qualify as a consumer. When in doubt, apply the withdrawal right anyway.

What if the customer returns a damaged product?

You can deduct the decrease in value from the refund, but only if the damage goes beyond what's needed to inspect the product. Trying on a pair of shoes is fine. Wearing them outside for a week and returning them scuffed is not. You must have informed the customer about this rule beforehand.

Do I have to accept returns from other EU countries?

If you sell to consumers in other EU countries, the withdrawal right applies regardless of where the customer is located. The customer pays return shipping unless you said otherwise. You can't refuse a return just because it comes from abroad.

Can I shorten the 14-day period?

No. You can extend it and some sellers offer 30-day returns as a selling point, but you cannot shorten it below the legal minimum of 14 days. Any clause in your T&Cs that tries to reduce this period is void.