From January, customers must be able to cancel online purchases directly on your website

Who does the change apply to?

Do you sell online to consumers who have the right to return their purchases without giving a reason? Then you’ll need the new button. The same applies to purchases made through a mobile app.

The existing exceptions still apply. For example, customers generally have no right to return made-to-order goods produced to their specifications or perishable food. The requirement does not apply to online stores that sell exclusively to other businesses.

The 1 January 2027 deadline has now been confirmed in law. Read more in the guidance from the Czech Trade Inspection Authority.

What will customers need to do?

The process should be straightforward:

• Click ‘Withdraw from the contract’.
• Enter or check their name, purchase details and contact details for the confirmation.
  For an online purchase, this will typically mean an order number and email address.
• Submit the request by clicking ‘Confirm withdrawal from the contract’.
• Receive a confirmation, for example by email.

The first click alone does not complete the process. Customers confirm their decision after entering their details.

The online store must send a confirmation without undue delay, including the contents of the withdrawal notice and the date and time it was submitted. Customers must be able to save the confirmation and read it again later in an unchanged form, for example as an email or an attached PDF. An on-screen message alone is not enough.

Retino tip: Set up automatic confirmations so they go out without your support team having to send them.

Where should the button go?

The law does not specify a particular location or design. However, the button must be prominent, easy to access and available throughout the period in which the customer can withdraw from the contract.

When updating your website, remember customers who don’t have an account. Check that they can find the button and complete the form on mobile too.

You can use different wording, but it must convey the same meaning and be equally clear. You’ll find the full requirements in Czech Act No. 159/2026 Coll., which introduces the new Section 1830a.

Retino tip: Place the button in your store’s footer or on an easy-to-find returns page. That way, customers can access it without logging in.

Get started with Retino for free

The free version of Retino Returns lets you offer online withdrawal too. Customers complete a form and receive an automatic email confirmation. You can manage returns, complaints and customer communication in one place.

Simply connect the portal to your online store and make it easy to find. Remember to update your terms and conditions too, so customers know where to find this option before they buy.

Will customers have more time to return their purchases?

No. The new button does not change the usual time limits. For goods bought online, customers generally have 14 days from receiving them to tell you they’ve changed their mind.

They must then send the parcel back or hand over the goods without undue delay, and no later than 14 days after withdrawing from the contract. This does not apply if you have offered to collect the goods yourself.

The new option does not replace existing methods. Customers can still contact you by email, for example. For more details on returns, see the Czech Trade Inspection Authority’s guide to shopping online.

What happens next with the return?

As you make these changes, it’s worth reviewing the next steps too. Does the customer know where to send the parcel? How will they know their refund has been processed? And does your team have all the information it needs in one place?

At Retino, we help online stores manage the entire post-purchase experience. With Retino Returns, for example, you can handle returns and complaints from the initial request through to return shipping and refunds. All communication and supporting documents are kept together, making everything easy to find.