New Rules for Online Purchases: Return Procedures for E-commerce Changing from June 19

From June 19, new provisions will come into force that will make it easier for consumers to exercise their right of withdrawal on online purchases. E-commerce platforms will be required to provide a dedicated function that allows customers to initiate the return process of a product or the cancellation of a contract directly from the seller's digital area.

This update introduces a more immediate approach compared to the past. It will no longer be sufficient to indicate an email address or provide a separate form to fill out and send. Site operators must integrate a clearly identifiable button that allows the customer to communicate their decision without resorting to external tools.

The obligation applies to all operators selling goods or services to private consumers via the internet, including marketplaces, digital platforms, and subscription services. The system must remain available for the entire period during which the right of withdrawal can be exercised.

New Regulations Regarding the Ability to Return Online Purchases

To complete the request, the consumer must enter some essential information: their identifying details, the references of the relevant contract, and an electronic contact for receiving confirmation of the operation. After filling out the statement and confirming the submission, the seller must send a receipt without delay, generally via email.

The confirmation communication must contain the text of the request submitted by the customer along with the date and time of transmission. For the validity of the withdrawal, the moment when the consumer submits the statement will be crucial. If the submission occurs within the deadline set by the regulation, which is 14 days, the right will be considered properly exercised even if the seller receives the communication at a later time.

The regulation also provides for consequences for operators who do not correctly update the information intended for customers. In such circumstances, the period for withdrawal will automatically extend to 12 months and 14 days.