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Free template
The Directive's own model instructions on withdrawal and model withdrawal form, with the fill-in fields in brackets, plus the exceptions paragraph. Built from Directive 2011/83/EU, Articles 6, 9 to 16 and Annex I.
Who needs it
Every store that sells to consumers in the EU at a distance. Before the order you must give the conditions, time limit and procedure for withdrawing, the model withdrawal form, who pays for the return and, since 19 June 2026, where the withdrawal function is (Article 6(1)(h) and (i)). The model instructions below are the Directive's own text: filled in correctly, they satisfy those duties (Article 6(4)). The EU returns rules guide explains the deadlines, refunds and exceptions; the withdrawal button guide covers Article 11a.
The text as published, with the completion notes. Choose the sentence that fits your contract where the notes offer alternatives and insert your details in the brackets.
Model instructions on withdrawal, Annex I(A)
Right of withdrawal You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day [1]. To exercise the right of withdrawal, you must inform us [2] of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory. [3] To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired. Effects of withdrawal If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. [4] [5] [6] Instructions for completion: 1. Insert one of the following texts between inverted commas: (a) in the case of a service contract or a contract for the supply of water, gas or electricity, where they are not put up for sale in a limited volume or set quantity, of district heating or of digital content which is not supplied on a tangible medium: 'of the conclusion of the contract.'; (b) in the case of a sales contract: 'on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.'; (c) in the case of a contract relating to multiple goods ordered by the consumer in one order and delivered separately: 'on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.'; (d) in the case of a contract relating to delivery of a good consisting of multiple lots or pieces: 'on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last lot or piece.'; (e) in the case of a contract for regular delivery of goods during a defined period of time: 'on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the first good.'. 2. Insert your name, geographical address, telephone number and email address. 3. If you are under obligation to provide a function to allow the consumer to withdraw from the contract concluded online, insert the following: 'You can also exercise your right of withdrawal online at [insert internet address or another appropriate explanation of where the withdrawal function is available]. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.' If you give the option to the consumer to electronically fill in and submit information about his or her withdrawal from the contract on your website, insert the following: 'You can also electronically fill in and submit the model withdrawal form or any other unequivocal statement on our website [insert internet address]. If you use this option, we will communicate to you an acknowledgement of receipt of such a withdrawal on a durable medium (e.g. by email) without delay.' 4. In the case of sales contracts in which you have not offered to collect the goods in the event of withdrawal insert the following: 'We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.' 5. If the consumer has received goods in connection with the contract: (a) insert: - 'We will collect the goods.'; or, - 'You shall send back the goods or hand them over to us or ... [insert the name and geographical address, where applicable, of the person authorised by you to receive the goods], without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.' (b) insert: - 'We will bear the cost of returning the goods.', - 'You will have to bear the direct cost of returning the goods.', - If, in a distance contract, you do not offer to bear the cost of returning the goods and the goods, by their nature, cannot normally be returned by post: 'You will have to bear the direct cost of returning the goods, ... EUR [insert the amount].'; or if the cost of returning the goods cannot reasonably be calculated in advance: 'You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately ... EUR [insert the amount].'; or - If, in an off-premises contract, the goods, by their nature, cannot normally be returned by post and have been delivered to the consumer's home at the time of the conclusion of the contract: 'We will collect the goods at our own expense.'; and, (c) insert 'You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.' 6. In the case of a contract for the provision of services or the supply of water, gas or electricity, where they are not put up for sale in a limited volume or set quantity, or of district heating, insert the following: 'If you requested to begin the performance of services or the supply of water/gas/electricity/district heating [delete where inapplicable] during the withdrawal period, you shall pay us an amount which is in proportion to what has been provided until you have communicated us your withdrawal from this contract, in comparison with the full coverage of the contract.'.
Give it before the order, as a page, a PDF or a block in your terms, with your details in the heading. Keep the wording.
Model withdrawal form, Annex I(B)
Model withdrawal form (complete and return this form only if you wish to withdraw from the contract) - To [here the trader's name, geographical address and email address are to be inserted by the trader]: - I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*) /for the provision of the following service (*), - Ordered on (*) /received on (*), - Name of consumer(s), - Address of consumer(s), - Signature of consumer(s) (only if this form is notified on paper), - Date (*) Delete as appropriate.
Add it to the policy where some of your products have no right of withdrawal, and keep the points that apply.
Exceptions paragraph
Products without a right of withdrawal Under Article 16 of Directive 2011/83/EU the right of withdrawal does not apply to, among others: - goods made to your specifications or clearly personalised; - goods liable to deteriorate or expire rapidly; - sealed goods not suitable for return for health protection or hygiene reasons, once unsealed after delivery; - sealed audio or video recordings or sealed computer software, once unsealed after delivery; - digital content not supplied on a tangible medium, where performance began with your prior express consent and your acknowledgement that you lose the right of withdrawal, and we have confirmed this to you; - newspapers, periodicals or magazines, except subscriptions. [Keep the points that apply to your products and mark those products on the product page.]
Yes, for the withdrawal part. Article 6(4) of Directive 2011/83/EU says a trader who gives the model instructions in Annex I(A), correctly filled in, has met the information duties on the right of withdrawal in Article 6(1)(h), (i) and (j). Your policy can add your own goodwill terms on top, as long as they do not cut back the legal right.
The 14-day period is extended by up to 12 months (Article 10), and while the information is missing the consumer is not liable for any diminished value of the goods (Article 14(2)). The customer can still use the model form or any other unequivocal statement to withdraw (Article 11(1)).
Yes. The model form in Annex I(B) must be provided before the order (Article 6(1)(h)). The withdrawal function of Article 11a, in place since 19 June 2026 for contracts concluded through an online interface, is an additional way for the consumer to withdraw, not a replacement for the form.
The consumer bears the direct cost of returning the goods if you told them so before the order (Articles 6(1)(i) and 14(1)). If you did not, or if you offered to bear it, you pay. Standard delivery costs are refunded with the price (Article 13(1) and (2)).
Complimus helps you apply these rules. It is not legal advice, and you remain the trader responsible for what your storefront shows. The template is a starting point for your own text, not a legal document checked for your store.
