The withdrawal button

Shoppers in the EU can usually withdraw from an online purchase within 14 days, without giving a reason. Since 19 June 2026, online shops must also let them do this through an online withdrawal function. EU Shop Kit adds this function to your store as the withdrawal button. It’s included in every plan.

What the law requires

The rule is Art. 11a of the Consumer Rights Directive, added by Directive (EU) 2023/2673. Each EU country applies it through its national law. In short, your shop must offer:

A clearly labelled function. It’s labelled with the words “withdraw from contract here” or an equally unambiguous wording. It must be easy to read, prominently displayed, easy to reach and available throughout the withdrawal period.
An online withdrawal statement. The shopper can give or confirm their name, the details of the contract and the email address for the confirmation.
A confirmation step. The statement is sent with a button labelled “confirm withdrawal”.
An acknowledgement of receipt. It’s sent without undue delay on a durable medium, such as email, and includes the content of the statement and the date and time it was sent.

Your withdrawal information must also tell shoppers about the online function (Art. 6(1)(h) CRD). See Add the official sentence to your withdrawal policy.

How it works for your shoppers

The button

The button and the confirmation button use the official wording of the directive in the shopper’s language, word for word. For example:

Language	Button	Confirmation button
English	Withdraw from contract here	Confirm withdrawal
German	Vertrag widerrufen	Widerruf bestätigen
French	Renoncer au contrat ici	Confirmer la rétractation
Italian	Recedere dal contratto qui	Conferma recesso
Spanish	Desistir del contrato aquí	Confirmar desistimiento
Dutch	Hier de overeenkomst herroepen	Herroeping bevestigen
Polish	Odstąp od umowy tutaj	Potwierdź odstąpienie od umowy

All 24 official EU languages are included. EU Shop Kit always uses these official labels, so they can’t be changed in the settings.

Step 1: Your order

The shopper enters their order number and the email address they used for the order. EU Shop Kit looks the order up in your store.

Order found: the shopper continues to step 2, with the order details filled in.
Order not found, for example because of a typo or a different email address: the shopper sees a message and can click Continue without matching. In step 2 they then describe the order in their own words.
Your store can’t be checked at that moment: the shopper can continue in the same way.

EU Shop Kit never blocks a withdrawal. A request that can’t be matched is accepted and marked Not verified in your inbox, so you can check it.

Step 2: Review and confirm

The shopper:

checks the order number and email address;
enters their full name, which is filled in from the order when it was found;
chooses The whole order or Only selected products, with quantities. This choice appears when partial withdrawals are allowed and the order contains more than one product;
can add a message to your shop (optional);
clicks Confirm withdrawal.

After confirming

On screen: “Withdrawal received”, with the date and time of receipt and a reference such as WD-7K3M9QX2.
By email, straight away: a confirmation in the language the shopper used. It contains their withdrawal statement (based on the EU model withdrawal form), the reference, the date and time of receipt with the time zone, and your business details. This email is the acknowledgement on a durable medium. The sender is shown as “[your business name] via EU Shop Kit”, and replies go to your business email.
For you: a notification email, and the request in your withdrawal inbox. See Managing withdrawal requests.

Settings

Open Apps → EU Shop Kit → Settings → Withdrawal button. Click Save after making changes.

Setting	What it does	Default
Show the withdrawal button	Shows or hides the button on your site.	On
Placement	Floating button on every page, or Only where I place the EU Shop Kit widget. For the second option, add the widget in the Wix Editor, for example to your footer.	Floating
Position	Bottom left or Bottom right. For the floating button only.	Bottom left
Style	Outline, Filled or Text link. A floating button needs a visible shape, so it shows Text link as Outline.	Outline
What do you sell?	Physical goods, Services or Digital content. Applies to all orders. It decides whether the withdrawal statement refers to goods or to a service, and how the end of the withdrawal period is estimated.	Physical goods
Typical delivery time (days after shipping)	0 to 30 days. For physical goods only. Used to estimate when the 14-day withdrawal period ends.	3
Let customers withdraw from part of an order	Lets shoppers choose products and quantities instead of the whole order.	On
Notification emails	Who is told about new withdrawals. One address per line. Leave it empty to use your Wix account email. New addresses must confirm by email first.	Empty
Keep withdrawal records for (years)	1 to 10 years. See Keeping records.	3

Typical delivery time

For goods, the 14-day period starts when the shopper receives the goods. Wix records when you ship an order, not when it arrives. EU Shop Kit therefore estimates the delivery date as the shipping date plus your typical delivery time. Set it to how long your deliveries usually take.

The estimate only helps you check requests. It never stops a shopper from withdrawing. See How the end of the period is estimated.

Notification emails

Your plan decides how many addresses receive notifications: 1 on Free, up to 3 on Pro and up to 10 on Business. Notifications come from “EU Shop Kit”. Reply to one to answer the shopper directly.

Each new address first gets an email with a confirmation link, and receives notifications only after someone opens the link and clicks Confirm. This stops anyone from using a shop to send emails to strangers. Your Wix account email needs no confirmation, and until another address is confirmed, notifications go there. Under the field, each address shows its status. If a confirmation email got lost, click Resend email.

Keeping records

Each withdrawal is kept as proof for the number of years you choose, counted from the day it was received, and then deleted automatically. A change applies to requests received after you save it. Choose a period that covers how long you might need to prove a withdrawal, for example in a dispute.

Turning the button off

If you turn the button off, it disappears from your site and the checklist shows it as missing. Only do this if you offer an online withdrawal function in another way.

Add the official sentence to your withdrawal policy

Your withdrawal information must tell shoppers that they can withdraw online and where to find the function (Art. 6(1)(h) CRD and the model withdrawal information in Annex I(A)). EU Shop Kit gives you the official sentence with your site address already filled in.

Open Apps → EU Shop Kit → Settings → Withdrawal button.
Under Add this sentence to your withdrawal policy, choose a language. All 24 official EU languages are available.
Click Copy.
Paste the sentence into the withdrawal information on your site, for example in your terms and conditions or your withdrawal policy. Repeat this for each language your site uses.

In English, the sentence reads as follows, with your site address in place of the brackets:

You can also exercise your right of withdrawal online at [your site address]. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.

The sentence points to your site’s home page, because the floating button appears on every page. If you show the button only where you placed the widget, replace the address with the page that has the button.

You remain responsible for your terms and withdrawal policy. EU Shop Kit doesn’t write or check them.

Updated: October 1, 2026 ·Still stuck? Email us at support@eushopkit.com