Starting June 19, 2026, all online stores must have a functional online form for withdrawal from a contract. Find out exactly what the law requires, who is subject to this obligation, and what the consequences are for non-compliance.
On June 19, 2026, an amendment to the Consumer Protection Act will take effect, introducing a new technical and legal obligation for online store operators. It is no longer sufficient to attach a PDF form to an email or to include an email address in the terms and conditions. Starting tomorrow, the law requires every e-shop to have a functional online mechanism through which customers can withdraw from a contract directly on the website.
What is the basis for this obligation?
This new obligation stems directly from Section 20a of Act No. 108/2024 Coll. on Consumer Protection, titled “Exercise of the Right to Withdraw from a Distance Contract Concluded via an Online Interface”. This amendment transposes into Slovak law the requirements of Directive (EU) 2023/2673 of the European Parliament and of the Council, amending Directive 2011/83/EU on consumer rights. The goal is to simplify the exercise of consumer rights and eliminate so-called dark patterns—design practices through which e-commerce sites intentionally made it difficult for customers to return goods.
Who is subject to this obligation?
The obligation applies to all merchants who enter into distance consumer contracts via an online interface—a website, app, or other digital interface. It does not matter whether the sale involves physical goods, digital products, SaaS solutions, or online subscriptions. The key factor is that the contract with the consumer is concluded online. The obligation applies only to contracts concluded after June 18, 2026.
What exactly does the law require?
According to Section 20a of Act No. 108/2024 Coll., the merchant is required to ensure that the consumer can withdraw from the contract using a feature directly within the e-shop’s online interface. This feature must meet the following requirements:
- It must be clearly labeled with the phrase “withdraw from the contract here” or similar wording.
- It must not be hidden in the Terms and Conditions or require a login—it must be accessible even to customers shopping without registration.
- Filling out the form must be followed by a separate confirmation function—for example, a button “Confirm Withdrawal from the Contract”—which clearly indicates that by activating it, the consumer confirms their withdrawal from the contract.
- Immediately after submission, the e-shop is required to send the customer a confirmation on a durable medium(usually by email) detailing the withdrawal, including the exact date and time of withdrawal.
What must a notice of withdrawal from a contract via an online interface contain?
Section 20a(3) of the Act directly specifies the minimum information that the customer’s notice must include. There are three mandatory items:
- the consumer’s first and last name,
- identification details of the contract to which the withdrawal applies,
- an email address or other online means of communication for delivering the confirmation.
The law also explicitly states that the merchant may not require more information from the consumer than is necessary—the form is intended to simplify the process, not complicate it. The law does not require a reason for withdrawal—the customer has the right to withdraw without giving a reason.
What is not sufficient?
The law explicitly excludes the possibility of fulfilling this obligation merely by providing an email address, a link to a downloadable PDF form, a phone number, or a link hidden in the Terms and Conditions. The feature must be technically functional, visible, and accessible throughout the entire statutory withdrawal period—that is, 14 days from receipt of the goods.
What else is needed besides technical modifications to the website?
Simply implementing the form is not enough. E-shop operators should also:
- update their Terms and Conditions to include information about the new method for exercising the right to withdraw from the contract, including a description of where the feature is located on the website,
- update the instructions on exercising the right of withdrawal, which the law requires to be provided to the consumer before the contract is concluded,
- set up an internal process for recording and archiving received withdrawal notices—acknowledgments of receipt may serve as key evidence in the event of an inspection by the Slovak Trade Inspection Authority.
What are the consequences of non-compliance?
The new obligation is included in the supervisory and penalty framework of Act No. 108/2024 Z. z. Inspections are conducted by the Slovak Trade Inspection Authority, which may impose a fine. In addition to penalties, failure to comply may also affect the validity of the contract withdrawal process itself and the e-shop’s credibility with customers.
Do you need legal assistance with bringing your e-shop into compliance?
If you are unsure whether your Terms and Conditions, contract withdrawal instructions, and overall process comply with current legal requirements, our attorneys will be happy to assist you with a comprehensive legal audit of your e-shop, updating your documentation, and setting up the correct processes. Contact us.
