> For the complete documentation index, see [llms.txt](https://help.freewebstore.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.freewebstore.com/orders/withdrawal-requests-eu-right-of-withdrawal.md).

# Withdrawal Requests (EU Right of Withdrawal)

### What is the right of withdrawal?

Customers in the EU have a legal right to cancel most online purchases within 14 days of receiving them - often called the "cooling-off period" - without giving a reason. From 19 June 2026, EU law (Directive 2023/2673) goes a step further: online shops selling to EU consumers must offer a clearly labelled "withdraw from contract" function directly on their website. An email address or general contact form is no longer enough.

Freewebstore provides this function for you. When enabled, your store gets:

* A dedicated withdrawal page at yourdomain.com/withdraw-from-contract/
* An automatic link to it in your store's footer, on every page
* A simple, legally compliant form: the customer enters their name, email address and order number (plus an optional order date and reason), reviews their details, and confirms

The form follows your store's language settings - if your store runs multiple language packs, the form appears in the language your customer is browsing in. The wording can be translated like any other storefront text under Design > Languages.

### Turning it on (or off)

Go to Orders > Withdrawals in your control panel and use the toggle at the top of the page. That's it - the page and footer link appear on your store within a few minutes.

If you sell to customers in the EU, we strongly recommend enabling it before 19 June 2026.

### What happens when a customer submits a request?

1. The customer receives an automatic acknowledgment email recording the date, time and content of their withdrawal - the legal "acknowledgment of receipt" the directive requires.
2. You receive an email notification with the customer's details, their order reference and any reason given.
3. The request appears in Orders > Withdrawals in your control panel, where you can search, sort and filter requests, and mark each one as Actioned or Dismissed.
4. If the order number and email address match an order on your store, the request links straight to that order, and the order's page shows a clear WITHDRAWAL REQUESTED banner.

### What you need to do

Receiving and recording the request is handled for you - but acting on it is your responsibility as the seller:

* Under EU rules you must refund the customer within 14 days of receiving their withdrawal notice.
* Where goods have already been delivered, you may withhold the refund until you've received the goods back, or the customer provides proof of return shipment - whichever is earlier.
* Some goods are exempt from the right of withdrawal (e.g. perishable or personalised items) - if you believe a request isn't covered, contact the customer directly.

We also recommend that your store's Terms page describes your customers' right of withdrawal and includes the EU model withdrawal form text. The button satisfies the "function" requirement, but your terms still need to describe the right itself. If you're unsure about your obligations, seek your own legal advice for your market.

### Frequently asked questions

**Can I change the form's fields or wording?**

The fields are legally prescribed, so they can't be changed. The wording translates automatically with your store's language packs, and you can adjust translations under Design > Languages.

**A request doesn't match any of my orders - why?**

The customer mistyped their order number, or used a different email address than the one on the order. Check the reference manually against your orders list; the request is still valid even if it didn't auto-match.

**Does a withdrawal request cancel the order automatically?**

No. You stay in control - review the request, then process the refund and update the order yourself.

**I don't sell to the EU. Do I need this?**

The obligation applies to shops selling to EU consumers, wherever the shop itself is based. If you never sell to EU customers it's optional - the toggle is yours either way.