New EU withdrawal

We're writing to let you know about a new EU regulation that affects e-commerce merchants with buyers based in the EU. We have outlined steps to help with compliance so you can be successful everywhere you sell. New features to help with compliance are being released next week ahead of the deadline.

What's happening

Starting June 19, 2026, EU Directive 2023/2673 requires all online stores selling to EU buyers to provide a clearly visible 'withdrawal button', an easy way for buyers to exercise their existing 14-day right of withdrawal (also known as the 'cooling-off period').

What compliance looks like

  • A clearly labeled button or link on your store that buyers can easily access
  • A two-step confirmation process where the buyer provides their name and order reference
  • An automatic confirmation email sent to the buyer

What happens if you don't comply

After June 19, merchants without a compliant withdrawal feature risk:

  • Legal warnings
  • Fines (up to 4% of annual turnover in some member states)
  • Extended withdrawal period; the 14-day period may be extended to 12 months and 14 days

New features to help you be compliant coming next week

We're introducing cancellation rules and a self-serve flow - coming on June 17 - which you can enable to allow your buyers to request cancellations for items before they are fulfilled. You will be able to view and process these requests in your admin, and we will inform you through the admin when this feature is ready. Self-serve returns functionality already exists today, allowing buyers to request returns for items that have been fulfilled.

Alternatively, you have several other options to be ready by June 19:

  • Add a withdrawal button and form to your storefront yourself. Ensure the flow includes the two-step confirmation and the automatic confirmation email required by the directive.
  • Install a third-party app. There are several apps on the Shopify App Store that can help you get set up today.

For either option, we recommend consulting local counsel to learn more about the exemptions and to ensure your solution meets your legal obligations.

Resources:

  • EU Consumer Rights — Cooling-off period (Your Europe)
  • EU Directive 2023/2673 (EUR-Lex)
  • Shopify Help Center

Let me know how which should comply with these regulations and if you can add this functionality.