Blog · Law
Law
on the BackToMe blog.
Legal news, decree breakdowns, practical guides and field notes to navigate the withdrawal button obligation in force since 19 June 2026. Written by Anis Mokadym, founder of BackToMe.
18 articles
Bought from a non-EU site: is there a right of withdrawal?
You ordered from a site based outside Europe and you want to cancel. In theory, the right of withdrawal can apply if the seller targets EU consumers. In practice, enforcing it is another matter. What you need to know, and your real remedies.
By Anis MokadymReadTravel, flight tickets, hotels: a button to manage?
A dated transport, accommodation or hire service escapes the right of withdrawal. But gift vouchers, undated services and products sold alongside are subject to it. What this changes for a travel site.
By Anis MokadymReadOnline ticketing: do you have a right of withdrawal to manage?
A dated concert, show or match ticket falls outside the right of withdrawal. But gift vouchers, undated tickets and merchandise are subject to it. What that really changes for your ticketing.
By Anis MokadymReadHandmade creations: withdrawal or made-to-measure exclusion?
Ceramics, jewellery, soaps, handmade textile pieces: the right of withdrawal applies to most of your sales, but certain creations fall under exceptions (made-to-measure, personalisation, sealed products). How to sort honestly, product by product, without getting the side wrong.
By Anis MokadymReadReturn costs on withdrawal: who pays for sending it back?
When a customer withdraws and sends their parcel back, who pays for the return? The Consumer Rights Directive (2011/83/EU, art. 14) places return costs on the customer, but a failure to inform can make you bear them. A clear look at outbound costs, return costs and the case of large parcels.
By Anis MokadymReadGift cards and e-gifts: can the customer withdraw?
Does selling a gift card at a distance open a right of withdrawal? Yes by default, with nuances depending on whether it is physical, digital or already used.
By Anis MokadymReadWaiving withdrawal on a SaaS or digital content
A customer can waive their right of withdrawal if performance begins right away, but on strict conditions. How to obtain it, and how to prove it.
By Anis MokadymReadWithdrawal in B2B: the two conditions to qualify
"B2B has no right of withdrawal." False in one specific case: small headcount and a purchase outside the main activity. The two conditions that can flip a B2B sale into the consumer regime.
By Anis MokadymReadRight of withdrawal and returns policy: do not confuse them
"I already have a 30-day returns policy, so I am compliant." No. The legal right of withdrawal and your commercial returns policy are two distinct things. What separates them, and why it matters.
By Anis MokadymReadA consumer-regulator inspection of the withdrawal button: how it works
Many retailers dread an inspection by the national consumer regulator without knowing how it unfolds. How the regulator spots a non-compliant site, what it checks on the withdrawal mechanism, what it asks you to produce, and the procedure through to the penalty. A concrete walkthrough so you know what to expect and how to be ready.
By Anis MokadymReadUsed product: can you reduce the refund?
A customer withdraws but has clearly used the item. You cannot refuse the refund, but you can sometimes withhold part of it on account of depreciation. What the Consumer Rights Directive (2011/83/EU) really allows, on what conditions, and how to document it without exposing yourself.
By Anis MokadymReadWhen does the 14-day withdrawal period begin?
Most merchants count the 14 days from the order. That is wrong. The starting point depends on the type of sale: receipt of the goods, the last parcel, the first parcel of a subscription, conclusion of the contract for a service. The detail of Directive 2011/83/EU (art. 9), with the calculation rules, so you never get it wrong again.
By Anis MokadymReadClick and collect: a right of withdrawal in store?
A customer orders online but comes to collect in store: do they have the right to withdraw, as with home delivery? The answer depends on a single criterion, and it is not where the customer collects the product. What triggers (or not) withdrawal in click and collect.
By Anis MokadymReadInstalment payments and withdrawal: what happens to the credit
Do you offer payment in 3 or 4 instalments, or financing (Alma, Klarna, linked credit)? When a customer withdraws from a financed purchase, the payment plan does not carry on by itself. What happens automatically, and what you must do on the refund side.
By Anis MokadymReadWeb agency and freelancer: your liability for the button
Since 19 June 2026, the withdrawal button has been mandatory on e-commerce sites. For agencies and freelance developers, the question is not only about their clients: their duty to advise and their contractual liability may be engaged. What you need to know, and how to cover a whole portfolio of sites in time.
By Anis MokadymReadSelling into the EU from abroad: which consumer law applies?
German, American, Canadian, Belgian, Swiss company… If your commercial activity targets EU consumers, the consumer's own national law may apply to your sales even when your registered office is abroad. The Rome I Regulation and EU Directive 2023/2673 explain why.
By Anis MokadymReadMarketplaces: who is responsible for the withdrawal button?
On Amazon, Zalando, Etsy, eBay… who has to install the withdrawal button: the platform, or each of the third-party sellers? The answer depends on who contracts with the consumer. An overview of the cases and the overlapping responsibilities.
By Anis MokadymReadThe 13 exceptions to the right of withdrawal (Directive 2011/83/EU, art. 16)
Article 16 of the Consumer Rights Directive (2011/83/EU) lists precisely the contracts with no right of withdrawal. In these cases, the button is not mandatory, but the inventory is shorter than many online retailers think. An overview of the 13 cases, with the classic pitfalls.
By Anis MokadymRead