Online stores will be required to allow customers to cancel contracts online via a dedicated button

Quick Overview

This isn’t just about traditional e-commerce sites selling goods. The new rules may also affect online services, digital content, subscriptions, or financial services arranged remotely. In the Czech Republic, however, the main transposition amendment is still going through the legislative process as of June 24, 2026. The European rules were intended to take effect on June 19, 2026, but the Czech bill has not yet been definitively approved. According to data from the Chamber of Deputies, Chamber Document No. 16 was scheduled for debate in the second reading at the 24th session beginning on June 23, 2026.

What the New Requirement Is Based On

The basis for the new regulation is Directive (EU) 2023/2673 of the European Parliament and of the Council. This amends Directive 2011/83/EU on consumer rights and simultaneously repeals the older Directive 2002/65/EC on the distance marketing of consumer financial services. Although the directive was created primarily for financial services contracted remotely, according to the European text, the requirement for an online withdrawal function applies not only to financial products but generally to contracts concluded remotely via an online interface, provided the consumer has the right to withdraw from them.

The purpose of the change is simple: when withdrawing from a contract, the consumer should not be forced to search through the terms and conditions for a form, print a PDF, write their own email, or contact customer support. If a business allows purchases via a website or app, it must also allow consumers to exercise their right of withdrawal directly through the online interface. The European directive explicitly states that the withdrawal process should not be more burdensome than the process for concluding the contract.

Czech Transposition: What Is in Effect and What Is Still Pending Approval

Under Czech law, the change is expected to be reflected primarily in the Civil Code and the Consumer Protection Act. The Ministry of Finance states that the draft law transposes Directive 2023/2673, expands information obligations, strengthens the right to withdraw from a contract, addresses so-called “dark patterns,” and includes the introduction of a button for online withdrawal from consumer contracts.

The main obligation is to be enshrined in the Civil Code. Both academic texts and legislative materials refer to the new Section 1830a of the Civil Code, which is intended to regulate the option to withdraw from a contract concluded via an online interface using a button or similar control element. Penalties are to be incorporated into the Consumer Protection Act, where a fine of up to 5 million crowns may be imposed for violations of these obligations. In the case of financial services, supervision under sector-specific regulations may also apply.

The current legal situation is therefore somewhat unusual. Government Regulation No. 66/2026 Coll. has already amended the model notice on the right to withdraw from a contract and added text that a business must use if it is to allow a consumer to withdraw online via a button. However, as of June 24, 2026, the main amendment to the Civil Code—which is intended to define the group of obligated entities and the exact scope of their obligations—is still awaiting completion of the legislative process.

How the withdrawal button should work

The new European regulation does not necessarily require a button in the strict technical sense. It refers to a “function for withdrawing from the contract.” In practice, however, this will most often take the form of a button, a link, or a similar control element.

According to the directive , this function must be clearly displayed in the online interface, easily accessible, and continuously available throughout the entire withdrawal period. It should be labeled with words such as “withdraw from the contract here” or another equally unambiguous phrase. An icon alone, without text, would therefore likely be problematic.

The process is to be a two-step procedure. First, the consumer clicks a button to open the online withdrawal form, in which they enter or confirm their name, contract or order details, and the email address where the confirmation is to be sent. They must then confirm their decision using a second function, such as a “confirm withdrawal from the contract” button. Once the consumer submits the confirmation, the business must send them a confirmation of receipt of the withdrawal on a durable medium—typically via email—without undue delay. The confirmation must include the content of the withdrawal as well as the date and time it was submitted.

For an e-shop, this means more than just adding a single element to the website. It will be necessary to link the button to orders, monitor the expiration of time limits, generate confirmation emails, log the time of submission, and properly handle subsequent refunds and returns. It will be particularly practical to place this feature in the customer’s account, within the order details, or in a section of the website that is easily accessible without a complicated search.

Who Is Affected by the New Rule

The requirement applies to businesses that enter into distance contracts with consumers via an online interface. Typically , this will include e-commerce sites selling goods, providers of digital content, online courses, members-only sections, streaming services, or various subscriptions. The new regulation is also particularly significant for financial services arranged online, such as certain types of insurance, loans, savings products, or other financial services, provided they are not covered by specific sector-specific regulations. The Ministry of Finance states that, for financial services, the directive is intended to serve as a “safety net” where there is no specific European sector-specific regulation or where certain services are excluded from such regulation.

Importantly, however, the “cancel button” does not create a new right of withdrawal in cases where the consumer cannot withdraw. The Civil Code already provides for a number of exceptions, such as certain goods customized according to the consumer’s specifications, perishable goods, sealed goods unsuitable for return for hygienic reasons once the packaging has been opened, or digital content delivered in compliance with legal conditions before the deadline expires. The new button therefore primarily changes the manner in which the right is exercised, not the scope of the exceptions themselves.

Current Czech legislation already provides that a consumer may generally withdraw from a distance contract within 14 days. For the purchase of goods, the period typically begins upon receipt of the goods, while for services, it usually begins upon conclusion of the contract. If a business fails to properly inform the consumer of their right to withdraw, the period may be extended by up to one year.

Impact on Returns and Complaints

In practice, the new regulation will have the greatest impact on product returns and the cancellation of services arranged online. Customers, who currently have to search for a form, copy down an order number, and write an email, will have a simpler process. This may lead to a slight increase in returns, particularly among customers who previously chose not to exercise their right of withdrawal due to the complicated process. At the same time, however, a well-designed system can reduce the number of errors, customer support inquiries, and disputes over whether and when the withdrawal was submitted.

It is important to distinguish between contract withdrawal and a complaint. Withdrawal from a contract within the 14-day period is the consumer’s right to change their mind about a purchase without giving a reason, unless the law provides for an exception. A complaint, on the other hand, is the exercise of rights arising from defective performance—that is, a situation where a product or service is defective. The “one-click” requirement applies to contract withdrawal, not to complaints. Online stores should therefore not confuse the two processes. It must be clear to the customer whether they are returning goods without giving a reason or whether they are filing a complaint regarding a defect.

From a business perspective, this new regulation may seem like an additional administrative burden. At the same time, however, it can help online stores streamline their returns process. If the button is linked to the order, inventory, logistics, and accounting systems, the business can benefit from better record-keeping, automatic confirmations, accurate time stamps, and less manual communication.

Summary

The new “button” requirement is based on EU Directive 2023/2673. Its goal is to enable consumers to withdraw from a contract concluded online easily, directly within the online interface, and without unnecessary obstacles. The European regulation called for the rules to take effect on June 19, 2026; however, as of June 24, 2026, the main Czech transposition amendment had not yet been definitively approved.

The change is intended to be reflected primarily in the Civil Code, as well as in the Consumer Protection Act and, for financial services, in related regulations. Nevertheless, e-shops and other online businesses should start preparing now: updating their websites, terms and conditions, withdrawal notices, automated emails, and internal return processes.

This is not a new, universal right to return anything at any time. It is a new way to exercise the existing right of withdrawal where the consumer is legally entitled to it.