Documentation
BackToMe Resources
Do you sell online to consumers? Since 19 June 2026, a withdrawal button has been mandatory on your site. All the documentation on this obligation in one place: a complete legal guide, a glossary of key terms, analysis articles, pages dedicated by topic (penalties, exceptions, terms and conditions) and by sector (SaaS, fashion, training, dropshipping). Free, sourced from EUR-Lex and national law.
Central documentation
Complete button guide
Canonical reference on the obligation: legal definition, scope, technical requirements, penalties, implementation. Sourced article by article.
Read the guideLegal glossary
30 key terms of the right of withdrawal explained and sourced from EUR-Lex and national law. Consumer Rights Directive 2011/83/EU (art. 9 to 16), EU Directive 2023/2673.
Explore the glossaryBlog
Analyses, case law, practical cases. Dated articles on developments in consumer law and the rollout of the obligation.
See the articlesBy topic
Penalties & scales
In Ireland, an administrative fine of up to 60 000 € for a company (Consumer Rights Act 2022, enforced by the CCPC), and up to 4% of turnover for widespread infringements; each EU country has its own scale. Automatic extension of the period to 12 months and 14 days, control procedure explained step by step.
The 13 exceptions
An exhaustive, explained list of the 13 cases in which the right of withdrawal does not apply. Made-to-order goods, perishable goods, digital content, services performed, sealed goods, etc.
Mention in the terms and conditions
The parallel obligation to inform the consumer, in the terms and conditions, of the existence and location of the button. A standard clause to copy, common pitfalls.
E-commerce compliance
Beyond withdrawal: all the B2C seller's obligations (legal guarantee of conformity, pre-contractual information, consumer mediator, legal notice and terms and conditions), with a page dedicated to each.
Legal guarantee of conformity
The other major obligation of the B2C seller: two years of legal guarantee, information in the terms and conditions, and how it fits together with the right of withdrawal. Seen from the merchant's side.
Alternatives compared
BackToMe versus in-house development, a free plugin or the status quo: an honest comparison of the options for getting compliant.
Free tools for professionals
Am I concerned?
DiagnosticOne question, an immediate clear-cut verdict. Sourced from the applicable texts (EUR-Lex, national law), no sign-up.
Terms and conditions clause generator
GeneratorOne form, and the terms and conditions clause compliant with the EU obligation is built live, personalised with your information, ready to paste.
Non-compliance risk calculator
CalculatorThe applicable legal cap and the list of breaches identified based on the state of your current compliance.
By sector
Artisans and makers
Ceramicist, jeweller, soap-maker, Etsy or SumUp shop: the law provides no tolerance based on size. Why the cheapest insurance matters most when you sell handmade.
B2C SaaS
Software subscription, free trial, annual renewal. Express consent for immediate start, and how it fits together with online subscription-cancellation rules.
Fashion and textiles
Ready-to-wear, made-to-measure, sealed underwear, sneakers. Special cases of personalisation and returns after trying on.
Cosmetics and hygiene
Skincare, make-up, perfumes: the product is returnable as long as it is not unsealed. The 3 conditions of the sealed-goods exception (Directive 2011/83/EU, art. 16).
Food and perishables
Returnable dry groceries, excluded perishable goods (Directive 2011/83/EU, art. 16), wine, sealed supplements and mixed baskets. Sorting them correctly product by product.
Electronics and high-tech
Equipment returnable with depreciation from use; exceptions for unsealed media and intangible digital content (Directive 2011/83/EU, art. 16). Games, software, custom-built PCs.
Online training
MOOCs, e-learning, one-to-one coaching, publicly funded training. How it fits with public training-account schemes and the fully-performed-service exception.
Ticketing and events
A dated ticket (concert, show, match) is exempt as a leisure activity (Directive 2011/83/EU, art. 16); undated gift vouchers and merchandise are concerned. The information obligation that remains.
Travel, transport and accommodation
A dated service (flight, hotel night, rental, dated leisure activity) is exempt (Directive 2011/83/EU, art. 16); undated gift vouchers and goods sold alongside are concerned. Withdrawal vs cancellation conditions.
Subscriptions and monthly boxes
Beauty box, meal box, product or service subscription: the 14-day withdrawal fully applies. Start of the period (receipt of the 1st box), withdrawal vs cancellation, service already started.
The button protects the merchant too
The market's real fears: customer abuse, site speed, JS script. Timestamped proof protects the honest merchant as much as the consumer, via a neutral independent third party.
The neutral trusted third party
Neither the seller nor the customer: an independent third party, published in France, whose sole role is to establish the facts without taking sides. Neutral proof that protects the merchant and the consumer at the same time.
Dropshipping
You are the reseller, and therefore the professional responsible. Not your AliExpress or Oberlo supplier. Managing long delays and early refunds.
Frequently asked questions
Short answers, sourced from EUR-Lex and national law
How do I install the withdrawal button?
Without code, in five minutes. A 7-day free trial to test, then legal mode to be compliant (obligation in force since 19 June 2026).
Who pays the delivery costs in the event of withdrawal?
Outbound delivery is always refunded by the merchant (standard mode). Return delivery is at the consumer's expense if stated before purchase, otherwise at the merchant's expense. Summary table.
Is the button mandatory on mobile applications?
Yes, with no exemption. The obligation (Directive 2023/2673) covers all online interfaces (websites + iOS/Android apps). Three integration modes: webview, deep-link, native API.
Does the 12-month period apply retroactively?
No, prospectively only (general principle of non-retroactivity). Sales before 19 June 2026 remain subject to the former regime. No retroactive administrative penalty is possible.
Subscription: withdrawal or cancellation?
Two distinct and cumulative rights. Withdrawal = 14 days after subscribing (full refund). Cancellation = ending an ongoing subscription according to the contract.
Withdrawal vs legal guarantee of conformity?
Withdrawal = cancelling a sale without reason (14 days, Directive 2011/83/EU). Guarantee of conformity = defective product (2 years, EU legal guarantee). Comparison table and practical cases.
On a marketplace, who is responsible for the button?
The operator (Amazon, eBay, Vinted) integrates it technically. The third-party seller remains responsible for processing (refund, archiving). Table of shared roles.
How do I prove that a withdrawal was sent?
A compliant button (enforceable archiving), recorded delivery with acknowledgement, email with receipt. Comparison of the three means, legal value and best practices.
Can the merchant refuse my withdrawal?
No, except in the 13 cases under Directive 2011/83/EU (art. 16). The most common wrongful refusals, the consumer's remedies (formal notice, the national consumer authority, mediator, court).
Is the button mandatory for B2B?
No for pure B2B. Some member states still extend protection to very small professionals acting outside their field of activity. A mixed B2B/B2C site = button mandatory.
I sell across the EU: am I concerned?
Yes. The obligation stems from Directive (EU) 2023/2673, transposed in several Member States. The system must follow the consumer's language.
Withdrawal during the sales or Black Friday?
Yes, unconditionally. The reduced price has no impact on the 14-day period. "No returns or exchanges" notices are illegal online.
Returning furniture or a large appliance: who pays?
The merchant must provide a costed estimate BEFORE the purchase (Directive 2011/83/EU, art. 14). Without an estimate, the costs are entirely at their expense.
Deposit or earnest money: what difference for withdrawal?
A deposit = a firm commitment, earnest money = an option to withdraw (a distinction drawn by national contract law). But the withdrawal right (Directive 2011/83/EU) requires a full refund within 14 days.
Withdrawal button with Stripe or PayPal?
Native integration with the main PSPs. Automatic refund compliant with the 14 days, or manual validation at the merchant's choice.
Latest articles
See the whole blog →Droit
Acheté sur un site hors UE : un droit de rétractation ?
Vous avez commandé sur un site basé hors d'Europe et vous voulez annuler. En théorie, le droit de rétractation peut s'appliquer si le vendeur cible des consommateurs de l'UE. En pratique, le faire respecter est une autre histoire. Ce qu'il faut savoir, et vos vrais recours.
23 July 2026
Analyse
Un même outil peut-il protéger le vendeur et l'acheteur ?
L'objection est logique : un outil que le marchand paie devrait rouler pour le marchand. Voici pourquoi un tiers neutre protège les deux côtés à la fois, et ce qu'il faut pour que ce soit vrai et pas juste un slogan.
23 July 2026
Droit
Voyages, billets d'avion, hôtels : un bouton à gérer ?
Une prestation de transport, d'hébergement ou de location datée échappe au droit de rétractation. Mais les bons cadeaux, les prestations non datées et les produits vendus à côté, eux, y sont soumis. Ce que ça change pour un site de voyage.
23 July 2026
Droit
Billetterie en ligne : avez-vous un droit de rétractation à gérer ?
Un billet de concert, de spectacle ou de match daté échappe au droit de rétractation. Mais les bons cadeaux, les billets non datés et les produits dérivés, eux, y sont soumis. Ce que ça change vraiment pour votre billetterie.
22 July 2026
Mise en pratique
Le bouton de rétractation va-t-il ralentir mon site ?
Script asynchrone, CDN, JavaScript natif : ce qu'un tag de rétractation change (ou non) pour la vitesse de votre site e-commerce et vos Core Web Vitals. Et comment le vérifier vous-même.
22 July 2026
Analyse
Le bouton de rétractation n'est pas votre ennemi
Beaucoup de marchands voient l'obligation comme une contrainte de plus. Je la vois autrement : elle rend enfin applicable un droit qui existait déjà, et elle pousse dehors les boutiques qui pourrissent le marché. Le point de vue derrière BackToMe.
22 July 2026
Take action
All the documentation is free. Getting compliant starts with a 7-day free trial.
Five minutes to install the compliant withdrawal button on your site, then a 7-day free trial: 0 € today, 30-day money-back guarantee.