Withdrawals by customers

Since 19 June 2026 every online store in the EU must let customers withdraw from an order online, in two steps, with a confirmation by email. Ripshop does this for you on every shop in an EU country. You don't need to set anything up.

Where customers find it

• Overeenkomst ontbinden (in English shops: Withdraw from contract) in the footer of every page, beside your terms and privacy policy.
• A block under your own text on the returns policy page.
• A button on the order in their account, and a link in the order confirmation and the shipping email.

You can rewrite your returns policy page, but you can't remove these: the law asks for them.

The form also has a page of its own under Pages, by the same name. What you write there stands above the form. Its title and the form stay as they are, and it is always published.

What the customer does

1. Finds the order with the order number and email address, or picks it when signed in.
2. Chooses what to withdraw (everything, or some items) and confirms their name and email.
3. Presses Ontbinding bevestigen (Confirm withdrawal).

They get an email at once with what they withdrew and the date and time. It, and the screen they see after confirming, say where to send the products: your company name and address under Settings, Company, which also stands under your terms, returns and other text pages. When you had not shipped the order yet, they read that there is nothing to send back and that the money follows.

What you get

• An email to the contact address under Settings, Company.
• A banner at the top of the order, and a line in its activity.
• A Withdrawn, refund due card on your dashboard until the money has gone back. It opens the orders it counts.

Nothing is refunded automatically. Press Refund on the banner and refund as usual: once the products are back, or right away when you had not shipped them yet.

Before you ship

Customers can withdraw as soon as they have paid, so sometimes an order is withdrawn before it leaves.

• Everything withdrawn: the order leaves To ship (a pickup order leaves Pickup). You can't create a label, mark it shipped or mark it ready for pickup, also not in bulk. Refund it now.
• Some items withdrawn: ship the rest. The banner, Create label and Mark as shipped say how many items to leave out of the parcel.

Which orders

Every paid online order, from the moment it is paid until 14 days after delivery (or pickup). Without a delivery date: 21 days after shipping.

Not for sales at the counter, and not for sealed products opened live for the customer (rip & ship, rip & store): the checkout says there is no right of withdrawal when a customer picks those. Singles and slabs in such an order can still be withdrawn.