Starting June 19, 2026, every e-shop selling to consumers must allow customers to withdraw from a contract online, directly through the website, with a single simple step. This obligation stems from European Directive 2023/2673 and is being incorporated into Slovak law through an amendment to the Consumer Protection Act. This is not a cosmetic change to the text on the website, but a technical and procedural change that will affect most e-shops. This article explains exactly what is changing, who it affects, and how to technically comply with the requirement.
What’s Changing
Until now, it was sufficient for an e-shop to have a contract withdrawal form on its website, often in the form of a downloadable PDF. The customer would print it out, fill it in, and send it by mail or email. Starting in June 2026, this procedure will no longer be sufficient.
The new regulation requires an active digital element directly on the website. Specifically, a button that redirects the customer to a simple online form; once submitted, the system immediately registers the request and sends the customer an automatic confirmation. The logic behind this is simple. If a customer can enter into a contract with just a few clicks, withdrawing from it should be just as easy.
The goal of European legislation is to put an end to so-called “dark patterns”—practices in which an e-shop intentionally complicates the contract withdrawal process. These include hiding the form, adding unnecessary extra steps, or making withdrawal conditional on registration.
Who Is Subject to This Requirement
This obligation applies to any merchant who enters into contracts with consumers online. It does not matter whether the transaction involves the sale of physical goods, digital content, courses, or services. The key factor is that the other party is a consumer, i.e., a natural person.
The legislation and directive are focused exclusively on consumer protection in the B2C context. If an e-shop sells goods exclusively to businesses with a business ID number, this obligation does not currently apply to its contract withdrawal process. For a mixed e-shop that serves both B2B and B2C customers, an online form for regular consumers must be implemented without exception.
What requirements must the solution meet?
Simply adding a button is not enough. The online functionality must meet several specific conditions that determine whether the requirement has been fulfilled.
Accessibility for unregistered customers
The form must also work for unregistered and non-logged-in customers. It cannot be made conditional on logging into an account, since some consumers shop without registering.
Visibility and Easy Accessibility
The element must be prominently placed on the website and easily accessible. It must not be hidden within the user interface or buried behind multiple steps. Hidden or complicated forms are one of the main targets of the new regulation.
Automatic confirmation of receipt
After a withdrawal request is submitted, the system must automatically confirm to the customer that it has received the request. The confirmation is typically sent via email immediately after the form is submitted.
Recording and Archiving
The system must record and archive all received contract withdrawals. The operator must therefore keep a record of every request received, including the time of receipt.
Why Old PDF Forms Are No Longer Sufficient
It is not necessary to remove old PDF forms from the website, but from a legal standpoint, they will no longer be sufficient. Starting in June 2026, e-shops must offer an active digital element that, upon submission, immediately registers the request in the system and sends an automatic confirmation. A static downloadable document does not meet this requirement because it provides neither immediate registration nor automatic confirmation.
Technical Solution
From a technical perspective, this involves changes in two areas. The frontend, where a visible button and form will be added, and the customer administration, where the recording, archiving, and automatic confirmation of requests must be handled.
For e-shops on popular platforms, there are ready-made modules that cover this functionality. The scope varies between modules. Some cover only the withdrawal from the contract itself, while others expand the options to include product exchanges, complaints, or requests for warranty and post-warranty service. The choice depends on the specific needs of the e-shop and the platform version.
Implementing the button and online form is the technical aspect. The second aspect involves modifying documents. This includes updating disclosure requirements and amending the terms and conditions to reflect the new method of contract withdrawal.
Consequences of Non-Compliance
Compliance with information obligations and withdrawal procedures is among the areas most frequently inspected by the Slovak Trade Inspection Authority. Non-compliance carries the risk of fines as well as the risk of losing customer trust.
In addition to direct penalties, businesses must also be aware that a non-functional or hidden contract withdrawal process is easily detectable during an inspection. Unlike internal processes, the button on the website is publicly visible, so its absence is obvious at first glance.
Preparation Procedure
Verify that you are in B2C mode
First, determine whether and to what extent you sell to consumers. For a purely B2B e-shop, this obligation does not currently apply; for a mixed or purely B2C e-shop, it must be implemented.
Choose a technical solution
For an e-shop on a popular platform, consider a ready-made module that covers the required functionality. For a custom solution, you’ll need to plan the development of a button, a form, automatic confirmation, and record-keeping.
Implement tracking and confirmation
Ensure that the system logs and archives every received request and sends an automatic confirmation to the customer. These elements are part of your legal obligations, not optional features.
Update your terms and conditions and disclosure requirements
Add the new method for withdrawing from a contract to your terms and conditions and informational documents. The legal wording must correspond to the technical functionality on the website.
Don’t leave it to the last minute
Although the requirement does not take effect until June 19, 2026, implementation affects both the technical solution and business processes; therefore, it is not recommended to start right before the deadline. Early preparation reduces the risk of technical complications and penalties.
