The legal withdrawal policy is configured in the onboarding wizard: country and language, product type, contract type (goods, services/digital or both), the withdrawal window (14–365 days, legal minimum 14) and who pays for the return shipping. The contract type decides when the period starts and the wording of the emails and the PDF. Today this policy is set during onboarding and cannot be edited from a Settings screen.
Where the policy is configured
All the legal policy lives in the onboarding wizard (the first steps of onboarding). There is no separate «Legal settings» screen: once the wizard is complete, the policy is fixed. If you later need to change it, write to support.
The policy fields
Country and language
You choose your country (Spain, Portugal, United Kingdom, France, Germany, Italy or other), which preselects the language, and you confirm your shop's language among the seven available. The language determines in which tongue the portal, the legal templates, the emails and the PDF are served (within your plan; the detail on languages per plan is in its own article).
Product type
Among fashion, cosmetics, accessories, footwear, sport, home, gift and other. Each type preloads some default exception tags, meant as a starting point (for example, in cosmetics tags like abierto, precintado or higiene are preloaded).
Contract type
It defines how the period is counted (the «start of the count») and the wording the customer sees:
| Contract type | When the 14-day period starts | What the customer is told |
|---|---|---|
| Physical goods | From when the product is received | They will receive shipping instructions; 14 days to send |
| Services or digital content | From when the contract is concluded | They do not have to send anything |
| Both (goods and services/digital) | Covers both bases depending on the order | Combined wording |
This type is reflected in the confirmation email and in the acknowledgement PDF.
Withdrawal window
From 14 to 365 days. Fourteen is the legal minimum and cannot be lowered below that; you can offer more if you want a more generous policy.
Who pays for the return shipping
The shop (recommended) or the customer. It is reflected in the policy and in the email and the PDF, as the pre-contractual information requires.
The exceptions to the right of withdrawal
The law (Article 16 of Directive 2011/83/EU) recognises thirteen cases in which there is no right of withdrawal: services already performed, goods with a price subject to the financial market, personalised or made-to-measure products, perishable ones, health or hygiene sealed ones once opened, inseparably mixed ones, alcoholic beverages with deferred delivery, urgent repairs, sealed audio/video/software once opened, press and periodicals, public auctions, services with a specific date (accommodation, transport, leisure) and digital content already started.
In returnEasier these thirteen exceptions are a legal reference: they guide you on which products might fall outside the right of withdrawal. There is no automatic block that detects on its own whether a product is perishable or personalised. And, importantly: the product tags you choose during onboarding (step 2) are stored as guidance, but they do not block the legal withdrawal —the legal button can never be blocked (see below)—. Tag-based exclusion only operates in the commercial flow: the tags in Commercial rules prevent the commercial return, never the legal one.
The legal policy is never blocked
Whatever happens with your plan or your quota, the right of withdrawal is always respected: the legal button is active on all plans and its text is fixed. These rules configure the details (window, who pays, contract type), not the existence of the right.