New EU Rules for Online Returns from June 19, 2026. Prepare Your Store for the Changes.

Starting June 19, 2026, online stores selling to consumers will be required to provide an easily accessible option for withdrawing from a contract online. This requirement stems from EU Directive 2023/2673, which aims to simplify the way customers exercise their rights. In response to these upcoming changes, we have expanded the Returns module with new features related to returns, contract withdrawals, and complaints, helping stores prepare for the new requirements.

Returns, Contract Withdrawals, and Complaints

The Returns module has been expanded to support two types of requests: contract withdrawals and complaints. Each request type has its own separate deadline configuration, allowing the process to be managed independently.

See the documentation: Returns

Order-Linked Form

An individual link to the return or contract withdrawal form has been added and assigned to a specific order. Customers can access the form directly, select the products covered by the request, complete the required information, and submit their request online.

After submitting the form, the system automatically sends a confirmation email to the customer.

Verification of Products Covered by a Request

The return form takes deadline settings into account and automatically verifies whether the selected products are eligible for the request. This helps reduce the possibility of submitting requests for products that do not qualify for a return or contract withdrawal.

Request Handling in the Administration Panel

Information about return requests associated with an order has been added to the administration panel. Administrators can quickly check whether a request has been submitted for a specific order and then navigate directly to its details.

Additional Changes

As part of this update, system messages, translations, and form templates available in the responsive theme have been reviewed and streamlined.

Summary

This update extends return management with new features for customers and administrators while preparing the system to support a digital contract withdrawal process in line with the changes introduced by EU Directive 2023/2673.

Related Pages

• Documentation: Returns
• SOTESHOP AI Pricing