The legal withdrawal policy is configured in the onboarding wizard: country and language, product type, contract type (goods, services/digital or both) and who pays for the return shipping. The period is 14 legal days, fixed by the Directive: it is neither asked for nor changeable. The contract type decides when that period starts counting and the wording of the emails and the PDF.
Where the policy is configured
The legal policy is filled in during the onboarding wizard (the first steps of onboarding). Afterwards:
- The language is changed in Settings → Language, and the country —which decides which norm is cited to your customers— in Settings → Country & legal regime.
- The product type, the contract type and who pays for shipping are edited by going back to the wizard, which saves each step separately.
If something does not add up, 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. It is your store profile: it does not block products or exclude anything on its own. Tag-based exclusions live in Commerce settings (Pro) and only affect the commercial flow.
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 period
Fourteen calendar days, fixed by the Directive. It is not a wizard field: returnEasier always applies it and every surface (portal, email and PDF) says so. If you want to be more generous, that is done with a commercial window in Commerce settings (Pro): it coexists with the legal period, it does not replace it.
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 no setting in the app blocks the legal withdrawal —the legal button can never be blocked (see below)—. Tag-based exclusion only operates in the commercial flow: the tags in Commerce settings (Pro) 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 (who pays, contract type, norm cited), not the existence of the right nor its period.