Refunds, returns and the right of withdrawal in your store

In distance sales to consumers in the EU, the customer has a right of withdrawal: they can return the purchase without giving reasons. Knowing the rules avoids disputes and complaints.

Deadlines

• 14 calendar days to withdraw, from when the customer receives the product.
• If you do not inform them properly of this right, the period is extended by up to 12 additional months.
• Once the withdrawal has been notified, you have 14 days to refund, including the initial shipping costs of the cheapest option. You can withhold the refund until you receive the product or proof that it has been sent.

Exceptions

• Personalised or made-to-measure products.
• Sealed products that cannot be returned for hygiene reasons once unsealed.
• Digital content not supplied on a physical medium, when the customer has given express consent to start the download and has acknowledged losing the right.
• Perishable products.

The form

You must provide a model withdrawal form. Since 19 June 2026, Directive (EU) 2023/2673 also requires an online “withdrawal function”: a clear button or link to withdraw from the contract, without having to write an email. Check that your store offers it.

In PrestaShop

• Enable merchandise returns in Customer Service > Merchandise Returns so that customers can request them from their account.
• Partial or full refunds are made from the order and generate a credit slip (discount voucher or refund).
• The money is refunded through the payment gateway; some payment modules let you trigger it from the order itself.