EU right of withdrawal

Withdrawal compliance,
built in.

The EU 14-day right of withdrawal is statutory — separate from your own return policy and not something you can change. Returner runs the withdrawal flow correctly, keeps it structurally separated from ordinary returns, and still offers the customer an exchange or store credit — without ever obstructing the withdrawal.

The clock starts at delivery, not dispatch.

Under EU law the 14-day withdrawal window runs from when the consumer receives the goods. Returner anchors the clock to the carrier's outbound delivery event — the moment the outbound shipment is marked "delivered" — rather than the ship date. When no delivery event is available, it falls back to a conservative ship-date-plus-transit estimate, erring in the customer's favour.

  • Window anchored to the carrier "delivered" event
  • Conservative ship-date + transit estimate as a fallback
  • EU country detection — zero configuration
  • Outbound tracking ingested from Shopify automatically
  • Window auto-closes after 14 days
Portal / Withdrawal
Order #SE-2041
Withdrawal
Delivered14 Jun, 09:42
Window opensFrom delivery
Closes28 Jun, 23:59
Days left 9

Two tracks, structurally separated.

A statutory Withdrawal and an ordinary Return under your own policy are two named tracks, kept structurally separate in the system. They follow different rules and different timelines. When the 14-day window closes, an unexercised withdrawal cleanly downgrades to an ordinary return governed by your merchant policy — no manual sorting, no overlap.

  • "Withdrawal" (statutory) and "Return" (merchant policy) as distinct tracks
  • Each track carries its own rules and timeline
  • Window auto-closes after 14 days
  • Unexercised withdrawals downgrade to an ordinary return
  • Two-step confirmation captures name, order & preferred contact
Portal / Confirm withdrawal
Confirm your withdrawal
NameA. Bergström
Order#SE-2041
Preferred contactEmail
Step 2 of 2 — you'll receive an email acknowledgement of your withdrawal.

Acknowledged, recorded, exportable.

The moment a withdrawal is confirmed, Returner sends the customer a durable-medium email acknowledgement and writes the event to an immutable audit trail. Every step — when the customer initiated, what they confirmed, when the acknowledgement was sent — is retained and can be exported, so you have the evidence on hand if a customer or authority asks.

  • Durable-medium email acknowledgement on withdrawal
  • Immutable record of every withdrawal event
  • Exportable audit trail
  • Two entry points: order-number + email lookup, or an email deep-link
  • No customer account or login required
Dashboard / Audit trail
Withdrawal #SE-2041
Initiated15 Jun, 10:03
Confirmed (step 2)15 Jun, 10:05
Acknowledgement sent15 Jun, 10:05
Refund issuedPending receipt
What's covered

The statutory flow, handled.

Delivery-anchored window

The 14-day clock runs from the outbound delivery event, with a conservative ship-date estimate as fallback — so the window is never understated.

Two-step confirmation

Withdrawal is confirmed in two steps capturing the customer's name, order, and preferred contact — an unambiguous statement of withdrawal.

Durable acknowledgement

A durable-medium email confirms the withdrawal to the customer the moment it's exercised, on a medium they can keep.

Refund incl. outbound shipping

A full refund — including the standard outbound shipping the customer originally paid — is returned to the same payment method.

Non-blocking retention

After the customer initiates, an optional exchange or store-credit offer is shown. It's never required and never obstructs the withdrawal.

Immutable audit trail

Every withdrawal event is recorded immutably and can be exported — your evidence if a customer or authority ever asks.

A note on return shipping & legal advice

Under the EU Consumer Rights Directive, the consumer can be required to bear the cost of returning the goods where the merchant has disclosed this in advance. Returner does not promise free return shipping. The merchant remains responsible for its own disclosures, return-cost policy, and statutory information, and should confirm its withdrawal setup and copy with its own legal counsel. This page is a description of product behaviour, not legal advice.

Try each flow yourself.

Walk the real customer portal in demo mode — no login. Each link opens a different scenario.

Ordinary return Withdrawal · within 14 days Withdrawal · window expired

The expired example shows how a lapsed withdrawal automatically downgrades to an ordinary return.

Return portal

The branded, self-serve portal customers use to start a withdrawal or return.

Exchanges

The non-blocking exchange and store-credit offer that keeps the revenue.

Automation

Rules that route and act on returns once the withdrawal window closes.