In short. EU online shops must explain applicable withdrawal conditions, deadlines, procedures and return costs before purchase and provide the model withdrawal form.

Definition: Withdrawal information explains how a consumer can cancel an online purchase under the EU withdrawal right. Where that right applies, the shop must provide the conditions, deadline, procedure and model withdrawal form before the consumer is bound by the contract.

This entry follows the Consumer Rights Directive consolidated on 27 September 2026, particularly Articles 6 and 9.

Key facts

Article 6(1)(h) of the Consumer Rights Directive requires the model withdrawal form in Annex I(B) and, where applicable, information about the existence and placement of the online withdrawal function.
The Commission's interpretation guidance explains that the ordinary 14-day withdrawal period uses calendar days, starting the day after the relevant event.
The EU's Your Europe business guidance identifies the customer's return-cost obligation and an estimate for returning goods that cannot normally go by post, such as bulky goods, as information to provide.

What must the shop explain before purchase?

Article 6(1) of the directive requires clear, comprehensible information before the consumer becomes bound. Point (h) covers the conditions, time limit and withdrawal procedure. Point (i) requires disclosure where the consumer must pay return costs, including the cost of returning goods that cannot normally be returned by post.

Point (j) covers reasonable costs payable when a consumer requests early service performance and then withdraws. Point (k) requires information where an Article 16 exception excludes withdrawal, or where particular circumstances cause the consumer to lose the right. Under Article 6(6), a consumer bears no return costs if the trader omits the required return-cost information.

When does the withdrawal period start?

Article 9(1) of the directive gives consumers 14 days to withdraw without giving a reason, subject to Article 16 exceptions. Article 9(2) determines the starting event according to the contract.

For goods, the relevant event is physical possession by the consumer or a person designated by the consumer, other than the carrier. For several goods in one order delivered separately, the period runs from receipt of the last good. For a good delivered in several lots or pieces, receipt of the last lot or piece applies. For regular deliveries over a defined period, receipt of the first good applies.

For services and digital content supplied without a tangible medium, the relevant event is conclusion of the contract. The Commission's guidance on calculating the period explains that weekends and public holidays count, but a deadline falling on a Saturday, Sunday or public holiday extends to the next working day.

How should the information and form be supplied?

Article 6(4) of the directive allows the shop to supply correctly completed model withdrawal instructions from Annex I(A) to fulfil the requirements in points (h), (i) and (j). The Commission's guidance on withdrawal information explains that these model instructions are optional, while the Annex I(B) model withdrawal form must be provided where the right applies.

Article 8(7) requires contract confirmation on a durable medium: a means of storing personally addressed information for future reference and reproducing it unchanged, as defined in Article 2(10). Confirmation includes the Article 6(1) information unless already supplied on such a medium before conclusion. It must arrive within a reasonable time after conclusion, at the latest when goods are delivered or before service performance begins.

FAQ

Can I require customers to use my withdrawal form?

Under Article 11(1) of the directive, customers may use the model form or any other unequivocal statement communicating their decision to withdraw. Article 11(2) treats the deadline as met if they send that communication before the period expires.

What happens if I omit the withdrawal information?

Article 10 of the same directive extends the deadline to 12 months after the initial withdrawal period ends if you omit the Article 6(1)(h) information. If you supply that information within 12 months of the starting event identified in Article 9(2), Article 10(2) sets the ordinary online-purchase deadline at 14 days after the consumer receives it.

Sources

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What withdrawal information must an online shop provide?