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Right of Withdrawal

If we require an order number to use the withdrawal function, is this legal? What if the customer entered the wrong email and can’t look up their order?

Requiring an order number together with an email address is acceptable – some form of identification is necessary to locate the contract. The directive requires that exercising the right of withdrawal be no more difficult than entering the contract, so you need to ensure there is a workable fallback if a customer cannot locate their order by email.

Related questions

  • When the customer withdraws the whole order, do they pay neither outbound nor return shipping? Or only the outbound?

    On a full withdrawal: outbound shipping is always refunded (standard rate). Return shipping is the customer’s cost, but only if you have stated this in your terms and conditions. If your terms are correctly set up, the customer on a full withdrawal pays only for return shipping. If your terms do not mention it, you absorb both.

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  • We operate across ten European markets, how do we ensure consistent terminology and compliance across all of them?

    For most rules, enforcement falls under the authority of the country where your business is based. However, if a specific country has stricter requirements, a consumer in that country can approach their local authority. Our recommendation: use the most stringent market as your baseline. The EU directive is harmonized in its core rules, but implementations vary in enforcement culture and local nuances. Germany tends to require the most careful handling. Configure one set of core compliance rules in inretrn, and localise communication – language, terminology, model form language – per market.

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  • Is there anything in particular that needs to be taken into consideration for the German market?

    Germany has one of the most consumer-protective legal environments in the EU and one of the most active. Consumer organisations and authorities act quickly, and Germany has a strong tradition of abmahnung: formal legal warnings sent by competitors or consumer organisations for non-compliant withdrawal notices. Importantly, if you receive a formal demand from a German party, you must respond – failure to do so can escalate to legal proceedings. Your withdrawal information must be correct, complete, and use the approved model form language. We recommend your legal team reviews your withdrawal notice text for the German market specifically.

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  • If a customer uses the withdrawal function and notifies their wish to withdraw – what are the seller’s responsibilities if the customer does not return the goods?

    The consumer has 14 days from the withdrawal notice to return the goods. If they do not return them within that window, you are no longer obligated to refund. You can hold the refund until goods are returned or proof of return is provided. If goods are not returned at all, the withdrawal is effectively invalidated – the customer loses their refund entitlement.

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  • Are there guidelines on where the button needs to be visible? Would it be enough to have it in the order confirmation email?

    An order confirmation email alone is not sufficient. The requirement is for a button or hyperlink on your website – clearly visible, available to every customer including those not logged in, at any point within the 14-day window. An email link that expires or becomes unreachable does not meet the legal standard. The function must be on-site and easy to find.

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