New legislation is forthcoming for organizations that offer online services or products to consumers. Part of this is a mandatory digital withdrawal option: the withdrawal button.
This measure makes it easier for consumers to exercise their statutory right of withdrawal. The law has not yet entered into force, but the impact on your organization could be significant. Preparing in a timely manner is therefore advisable.
What exactly is changing?
The right of withdrawal has existed for some time. For online purchases or services, consumers generally have a 14-day cooling-off period to terminate the agreement without providing a reason.
What is new is that you will soon be required to actively facilitate this process in an accessible manner via your website or digital environment. The law obliges you to provide a clear and directly accessible option with which a consumer can withdraw from the agreement: the withdrawal button. The principle is simple: canceling must be as easy as ordering.
When will this take effect?
The bill (36.860), which stems from European regulations (Directive (EU) 2023/2676), was passed by the Senate on April 7, 2026.
The intended effective date is June 19, 2026, provided the law is published in time. This means you have only limited time to adapt your processes and systems accordingly.
For whom is this relevant?
This obligation applies if you:
- conclude online agreements with consumers
- offer products or services subject to a right of withdrawal
- utilize digital ordering processes
In short: if you work directly with consumers and conclude distance agreements (without physical contact), you will be affected by this.
What requirements must the withdrawal button meet?
The law sets clear requirements. The withdrawal option must:
- be easy to find on your website or within your customer environment
- be clearly recognizable as a way to withdraw
- be directly accessible, without unnecessary steps
- enable the simple and quick termination of the agreement
In addition, you must immediately confirm receipt of a withdrawal, for example by email.
What does this mean for your organization?
This legislative change requires more than just “quickly adding a button.” It also affects your processes and customer communication. Consider:
- how you receive and process withdrawals
- how quickly you respond
- how you organize this internally
If this is not properly set up, you risk complaints, oversight by the Netherlands Authority for Consumers and Markets (ACM), and potential legal consequences.
Now is the time to take action
Do you work directly with consumers? Then now is the time to check whether your organization will soon comply with this obligation.
Do not wait until the law takes effect, but:
- check whether the right of withdrawal applies to your services
- assess your current customer journey and website
- ensure that your processes and systems are set up for this
By taking steps now, you avoid problems later and demonstrate that you handle your customers transparently and carefully.
Are you unsure what this means specifically for your organization? Or would you like to discuss the right approach? We would be happy to help you.
