From 19 June 2026, ecommerce websites aimed at consumers will need to pay greater attention to the online management of the right of withdrawal.

With the introduction of Article 54-bis of the Italian Consumer Code, provided for by Legislative Decree 209/2025 in implementation of EU Directive 2023/2673, a new obligation is introduced for websites and platforms that conclude distance contracts through an online interface.

In practice, for many B2C ecommerce websites, it will no longer be sufficient to indicate an email address, a PDF form or a generic procedure in the terms and conditions of sale to request withdrawal. Consumers must be able to exercise their right directly online, through a clear, visible and easily accessible function.

What Article 54-bis of the Consumer Code provides

The new provision establishes that, for distance contracts concluded through an online interface, the trader must allow the consumer to withdraw from the contract also by using a digital withdrawal function.

This function must allow the consumer to submit an online withdrawal statement, indicating or confirming at least some essential information, such as:

• their name;

• the information needed to identify the contract or order from which they intend to withdraw;

• the electronic means through which they wish to receive confirmation of the withdrawal.

The function must be easy to read and clearly identifiable, with wording such as “withdraw from the contract here” or an equivalent expression. It must also remain available for the entire period during which the consumer may exercise the right of withdrawal.

A simple form hidden in the terms and conditions is not enough

One of the most important aspects of the new rule concerns the ease of access to the procedure.

The withdrawal button or function should not be hidden in hard-to-find pages, PDF documents or unclear steps. The purpose of the regulation is to make online withdrawal simple, traceable and immediate, avoiding complex paths that could hinder the consumer.

After completing the request, the consumer must be able to confirm the submission through a final function, for example with a “confirm withdrawal” button or equivalent wording.

Once the request has been confirmed, the trader must send, without undue delay, an acknowledgement of receipt of the withdrawal on a durable medium, for example by email, containing the content of the request, the date and time of transmission.

Who must comply

The obligation mainly concerns ecommerce websites and online platforms aimed at consumers, meaning B2C businesses that sell products or services through a digital interface.

Depending on the case, this may include online shops, marketplaces, websites selling services, subscriptions or contracts concluded directly through a website or app.

It is important to specify that not all contracts provide for the right of withdrawal and that there are exceptions under the Consumer Code. For this reason, every ecommerce business should assess its specific situation, its terms and conditions of sale, the type of products or services offered and the procedure currently used to manage returns and withdrawals.

What an ecommerce business risks if it does not comply

An unclear, missing or difficult-to-use withdrawal procedure can create problems both from a legal and commercial point of view.

In addition to the risk of consumer complaints, an ecommerce website that has not been updated may be exposed to checks, reports or sanctions by the competent authorities.

There is also another aspect that should not be underestimated: poor transparency in the management of withdrawals can reduce user trust and damage the company’s image.

Adapting your ecommerce website does not only mean complying with a legal obligation, but also improving the customer experience and making the entire online sales process more professional.

How to adapt your ecommerce website

To comply with the new requirements, it is advisable to check several aspects of the website:

• the presence of a dedicated online withdrawal function;

• visibility and accessibility of the button or link;

• correct collection of the data required to identify the order and customer;

• final confirmation procedure for the request;

• automatic sending of the receipt by email;

• recording of the date and time of submission;

• updating of the general terms and conditions of sale;

• updating of information relating to returns, refunds and the right of withdrawal.

Each ecommerce website may have different needs. A custom-built website, WooCommerce, Prestashop or a proprietary platform may require different types of intervention.

WebPlan can help you adapt your ecommerce website

WebPlan supports companies, online shops and professionals in the technical adaptation of their ecommerce websites to the new provisions on the online right of withdrawal.

Do you have an ecommerce website? Check now whether it is compliant

If you sell online to consumers, this is the right time to check whether your ecommerce website is ready for the new obligation.

Do not wait for customers to report a problem or for your procedure to be found non-compliant.

Contact us for a review of your ecommerce website and to implement a compliant, easy-to-use digital withdrawal function integrated with your website.