14-day withdrawal right: what your e-commerce must guarantee
When the 14 days start
The period starts on the day the consumer or a third party designated by them (other than the carrier) takes physical possession of the goods — not the order date, not the shipping date. For digital services, from contract conclusion. The merchant must present this information clearly and accessibly before purchase.
What the merchant must do within 14 days
Once notice of withdrawal is received, the merchant must fully refund the customer — including standard delivery costs — within 14 days of the notice. The refund may be withheld until the goods are returned. Refunds must use the same payment method as the purchase, unless the customer expressly agrees otherwise.
From 19 June 2026: an email address is no longer enough
Art. 54-bis requires the withdrawal procedure to be digital, integrated in the site, with immediate confirmation to the customer. An email address, a PDF model form or a phone number no longer suffice. The merchant must provide an accessible mandatory withdrawal button labelled with wording such as "withdraw from contract here".
Returnio handles the whole 14-day flow
From the moment the customer clicks the button until the merchant's decision, Returnio manages every step with a timestamp. The withdrawal window is configurable, the customer receives immediate OTP confirmation, and every request is archived and presentable.