Online store cancellation function mandatory since June 19, 2026: what you need to know

Since June 19, 2026, online stores selling to consumers have been required to provide a cancellation function that allows customers to cancel contracts made online. The function must be easy to find on the website or in the app, and customers must receive confirmation that their cancellation notice has been received.

The new requirement is based on an amendment to Finland’s Consumer Protection Act, which implemented EU Directive 2023/2673. The amendment did not eliminate existing cancellation methods, such as cancellation forms or email, but these methods are no longer sufficient on their own.

What does the law require, how does it affect your online store’s terms and conditions, and how can the cancellation function be implemented in a WooCommerce store?

What is the cancellation function, and who does it apply to?

The cancellation function is a feature of an online store or app that allows consumers to exercise their statutory right of withdrawal directly through the same platform where they entered into the contract. In practice, it could be a clearly labeled button that takes customers to a form for submitting a cancellation notice.

According to the Finnish Competition and Consumer Authority (FCCA), the requirement applies to consumer contracts concluded online where the customer has a right of withdrawal. This includes the sale of goods, services, and digital content through online stores and mobile apps.

The cancellation function must be available on the same online platform where the contract was concluded. If a customer purchases a product from an online store, they must also be able to submit a cancellation notice through that store.

Business-to-business (B2B) transactions are not covered by these provisions of consumer protection law. If an online store serves both businesses and consumers, the cancellation function is required for consumer purchases that are subject to the statutory right of withdrawal. Compliance is supervised by the Consumer Ombudsman.

What must the cancellation function include?

According to the FCCA’s guidelines, the cancellation function must meet four key requirements:

1. Accessibility and ease of use. The cancellation function must be clearly labeled, easy to find, and available throughout the statutory withdrawal period. It must not be hidden behind complicated navigation or an unnecessarily difficult process.
2. Customer information. Customers must be able to provide their name, the details needed to identify the contract they wish to cancel, and their preferred method of receiving confirmation that the cancellation notice has been received.
3. Confirmation before submission. Before submitting the notice, customers must confirm that they wish to cancel the contract. This confirmation step must be clearly labeled.
4. Acknowledgment of receipt. The online store must send confirmation of receipt as soon as possible using a durable medium, such as email. The confirmation must identify the contract being canceled and include the date and time the cancellation notice was submitted.

The law does not specify the exact wording of the button. For example, Cancel order or Cancel contract can clearly communicate its purpose. A generic label such as Contact us does not adequately indicate where customers can cancel their contract.

The cancellation function is intended to make submitting a cancellation notice easier. It does not mean that the online store must automatically process product returns or issue refunds at the same time.

What information must customers receive before purchasing?

Before customers place an order, they must be informed of the conditions, deadlines, and procedures for exercising their right of withdrawal. They must also be told that the online store provides a cancellation function and where to find it.

In practice, online store operators should review their terms of delivery, return and cancellation instructions, and order confirmation messages. The information provided must accurately reflect the functions available in the store.

If customers are not properly informed about their right of withdrawal, the withdrawal period may be extended by 12 months beyond the end of the original 14-day period. If the missing information is provided later, the withdrawal period ends 14 days after the customer receives it.

Further information about pre-contractual information requirements and extensions to the withdrawal period is available in the FCCA’s guidelines for online retailers.

Does the cancellation function replace the withdrawal form?

No. The cancellation function has been introduced alongside existing withdrawal methods. Consumers still have the right to cancel contracts through other permitted means.

Customers can still cancel a contract using methods such as:

• The model withdrawal form specified by the Finnish Ministry of Justice.
• A free-form cancellation notice sent by email or letter.
• A clear cancellation notice provided by phone or included with a returned product.

If the online store allows customers to complete a withdrawal form online, it must also send an acknowledgment of receipt using a durable medium.

The FCCA also highlights requirements concerning ongoing contracts, such as subscriptions and memberships. Terminating these contracts must not be unnecessarily difficult for consumers. The termination process must be as effective and straightforward as entering into the contract.

How long is the withdrawal period?

For most online purchases, consumers have a 14-day right of withdrawal. However, the starting point of the withdrawal period depends on what is being purchased.

• Goods: The withdrawal period generally begins when the customer receives the product. Customers can also cancel the purchase before delivery.
• Services: The withdrawal period begins when the service contract is concluded.
• Digital content: The withdrawal period generally begins when the contract is concluded, unless a statutory exception applies.

The cancellation function must remain available throughout the period during which the customer has a statutory right to withdraw from the contract.

More detailed information about withdrawal periods and how they are calculated is available in the FCCA’s guidelines on the right of withdrawal.

When does the right of withdrawal not apply?

Not all online purchases are covered by the statutory right of withdrawal. Exceptions include:

• Products made to the customer’s measurements or individual specifications, such as custom-made curtains or personalized products.
• Products that spoil or expire quickly, such as certain food products.
• Sealed health or hygiene products that cannot be returned for health protection or hygiene reasons once the seal has been broken.
• Fully performed services where performance began at the customer’s express request and the legal conditions for losing the right of withdrawal have been met.
• Digitally supplied content where delivery began during the withdrawal period with the customer’s consent and the legal conditions for losing the right of withdrawal have been met.

The specific conditions for these exceptions should be checked in the FCCA’s guidelines. For example, simply starting to provide a service does not always mean that the consumer loses their right of withdrawal.

If an online store sells products or services that are exempt from the right of withdrawal, customers must be informed of these restrictions before purchasing.

How can the cancellation function be implemented in WooCommerce?

In a WooCommerce store, the cancellation function can be implemented using a plugin or a custom-built feature. Customers can access the function through their order details, account dashboard, or a separate cancellation page.

The most suitable implementation depends on the store’s existing structure, installed plugins, and integrations with other systems.

The following considerations are particularly important:

• Cancellation without a customer account. Not all customers create an account when purchasing. Guest customers must also be able to submit a cancellation notice. This can be implemented using an order number and email address or a link included in the order confirmation.
• Automatic acknowledgment of receipt. The function must send customers confirmation identifying the canceled contract and stating the date and time the cancellation notice was submitted.
• Notification to the store operator. Cancellation notices should also be forwarded to customer service or the team responsible for processing orders so that the necessary follow-up actions can begin.
• Integrations with other systems. If the online store is connected to an ERP or inventory management system, it is important to determine how cancellation notices affect order processing and data transfers between systems.
• Functionality testing. The cancellation process should be tested on different devices, both with and without a customer account. It is also important to verify that the notice is recorded correctly and that the confirmation email is sent.

It is also important to understand that submitting a cancellation notice and technically canceling an order are not always the same thing. For example, if an order has already been delivered, the cancellation notice may initiate the product return and refund process. The function should therefore not automatically mark every order as canceled or issue refunds without the necessary checks.

Before installing a ready-made WooCommerce plugin, its compatibility with the rest of the store must be verified, along with its ability to meet the requirements outlined by the FCCA.

Read more: Why is website maintenance important?

We can help you implement the cancellation function

At Hurja, we develop and maintain WooCommerce stores and help businesses address the technical requirements that apply to online retail.

We can review your store’s current cancellation process, plan the necessary functionality, and implement it as part of your existing online store. We also account for installed plugins, order processing workflows, and integrations with other systems.

Online stores are also subject to accessibility requirements under Finland’s Act on the Provision of Digital Services, which we cover in another article.

Need help implementing the cancellation function or reviewing your existing solution? Contact us, and we’ll discuss what your online store needs.

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