Withdrawal

The Withdrawal section opens an online form where your customers exercise their right of withdrawal on an order. Come here to enable that form, adjust how long a request stays valid, and describe the return conditions your customers must follow. By enabling it, Vivlab automatically brings your store into compliance with the European obligation, with no development on your part. Incoming requests are then handled from each order.

Legal obligation in the European Union

If you sell to consumers in the European Union, Directive (EU) 2023/2673 requires, since 19 June 2026, an easy-to-find withdrawal function for contracts concluded online. Enabling this form lets you meet that obligation. Consumers also have a legal period of at least 14 days to withdraw (Directive 2011/83/EU). Reference: Directive (EU) 2023/2673.

Withdrawal requests

This setting controls whether your customers can file a withdrawal request online. Once set to Enabled, a public form lets them find their order with its order number and email, then select the items concerned. That form is available at /pages/withdrawal on your store. Each request reaches you by email and appears on the matching order.

A customer logged in to their account follows their request's progress on their side, and finds the receipt once the refund is issued.

Choose Disabled if you handle withdrawals through another channel, by email or phone: the form becomes unavailable, without removing your customers' right to withdraw.

Withdrawal window

This field sets the number of days, from the purchase, during which a customer can file a request. Past that window, the form warns the customer it has passed, while still letting them send the request, which you remain free to accept or decline.

Enter the duration in the Withdrawal window field. The legal minimum in the European Union is 14 days: you can grant a longer window, never a shorter one.

Withdrawal conditions

This text appears directly on the form your customers fill in. Use it to spell out what you expect from them: the expected item condition, who pays return shipping, the return address, the refund time.

Fill in your terms in the Withdrawal conditions field. Keep it clear and concrete: this information prevents back-and-forth and disputes once a request is filed.