How do I correctly implement the right of withdrawal in my online shop?
The right of withdrawal is the duty most often implemented incorrectly in German e-commerce. Since 19 June 2026 a technical obligation has been added to the policy text: the withdrawal button under § 356a BGB.
Short answer
- Consumers may withdraw from distance contracts within 14 days without giving reasons (§§ 312g, 355 BGB).
- For goods the period starts when the customer receives the item, not when the order is placed.
- If the withdrawal policy is missing or faulty, the period extends to twelve months and 14 days.
- Since 19 June 2026 every shop needs an electronic withdrawal function — a two-step withdrawal button under § 356a BGB.
- The customer only bears the return shipping costs if you informed them about it beforehand.
What the law requires
The building blocks of the right of withdrawal
| Element | Legal basis | What matters |
|---|---|---|
| Withdrawal policy | § 355 BGB, Art. 246a EGBGB | Clear and comprehensible before the contract, plus in text form after the order |
| Model withdrawal form | Annex 2 to Art. 246a EGBGB | Must be supplied, even though almost nobody uses it |
| Withdrawal button | § 356a BGB, since 19 June 2026 | Clearly visible, two-step, with an e-mail confirmation of receipt |
| Exceptions | § 312g (2) BGB | Custom-made goods, sealed hygiene items, perishable goods |
A practical example
Example: a customer orders a lamp on 3 March and receives it on 7 March. The withdrawal period runs until 21 March. If they withdraw on 20 March, you must refund the purchase price plus standard shipping within 14 days — but you may withhold the refund until the goods are back or the customer proves dispatch.
Common mistakes
- Using an outdated policy that does not mention the withdrawal button.
- Charging the customer for return shipping without informing them beforehand.
- Refunding only as a voucher instead of via the original payment method.
- Reading the exceptions too broadly — merely unpacking a product is no ground for exclusion.
- Accepting withdrawal only by post or form; any unambiguous declaration is enough.
How 4shopy helps
- Customers with an account file the return or withdrawal request themselves under “My returns”; the shop calculates the deadline and the returnable items from the order.
- With the reason “changed my mind” the withdrawal needs no justification; the request moves through approval, return shipment, receipt and refund with a visible status.
- When the goods arrive, stock is restored automatically; the refund goes back through the original payment method, or manually for bank transfers.
- The two-step withdrawal button under § 356a BGB is built in: “Withdraw from contract” sits in the footer of every page, works without a customer account and sends an e-mail confirmation of receipt with content, date and time.