01What it is
A new EU directive that's mandatory on June 19, 2026.
Directive (EU) 2023/2673 amends the Consumer Rights Directive. If a shopper can buy from you in a few clicks, they have to be able to withdraw in a few clicks, with a full refund that covers shipping, duties, and taxes. It's separate from your normal returns flow and the rules are stricter.
View the law →02Who it affects
Any brand that ships to an EU address.
Scope is based on the customer's delivery address, not where your company is based. US, UK, Australia, anywhere. If you ship into the EU, you're in scope. Even a single EU shipment triggers it; orders shipping anywhere else are outside the directive.
03What it requires
Six rules covering the flow and the refund.
The directive defines specific requirements for both the withdrawal flow itself and the refund. Miss any of them and you're not compliant.
- A dedicated digital withdrawal flow. Email submissions don't count.
- Easy to find. It can't be buried in a returns FAQ or account settings.
- No forced account creation. Order lookup is permitted.
- Two-step submission with an automatic email acknowledgement.
- Refund standard shipping, duties (if you collected them at checkout), and taxes. Not just the product.
- 14 days for the shopper to submit, then 14 days from submission to refund.
04The penalty
Up to 4% of your revenue.
Enforcement is by each EU member state's consumer protection authority. The directive caps fines at 4% of annual turnover, and the ceiling stays the same everywhere. There's no warning period and no grace window after June 19, 2026.
And the 14-day refund clock can expire while a cross-border return is still in transit back to you, which is why most brands route EU returns through a regional center to stay inside the window.
05How Redo handles it
Automatically. For every EU order. Free.
Our EU Return Center scans on arrival, so your 14-day refund clock starts the moment items are received.
- Unfulfilled. Whole order cancels automatically.
- Fully fulfilled. Shopper picks items, gets a prepaid label.
- Partially fulfilled. Flagged for your team in the dashboard.
Compliant in under 10 minutes. No engineering needed.
Get compliant →This page is informational, not legal advice. Compliance with Directive (EU) 2023/2673 is your responsibility as a merchant. Redo's tooling helps you meet the technical and operational requirements, but specific obligations vary by EU member state. Consult qualified legal counsel in your target markets to confirm your full compliance posture.