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Phone:+49 341 926590

Mon.-Fri. 8.30 - 19.00

Phone:+49 341 926590

Mon.-Fri. 8.30 - 19.00

The largest e-commerce association in Europe
with more than 80,000 secured online presences


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+49 341 926 59 560


+49 341 926 59 100

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Cancellation Policy

Right of Withdrawal in Online Retail

Consumers have a right of withdrawal when concluding distance contracts. This also includes Internet shopping. Online retailers are obliged to inform their customers about their right of withdrawal.

This should be done via a clearly visible cancellation policy placed in the shop. For this purpose, retailers are provided with a uniform model revocation instruction valid in Europe, which must, however, be individually adapted depending on the business model. Shop operators are also obliged to include a withdrawal form on their website. The legislator has also created a template for this.

Frau verschickt Ware | Cancellation Policy

The currently valid right of withdrawal has been in force since 13/06/2014. Here you can see an overview of all changes in the law. The new rules have been in effect for some time now, but many online retailers have still not implemented the necessary adjustments. Violations of the right of withdrawal are therefore a frequent reason for warnings.


Withdrawal Sale of Digital Content on non-physical data carriers

Withdrawal The Sale of Services

Withdrawal design notes for cancellation policies for distant selling

Model Withdrawal Form

Cancellation Policies 2014

Frequent errors in the cancellation instructions

  • Use of a not-current cancellation policy
  • Incorrect implementation of the design notes
  • incorrect placement of the cancellation policy
  • Inadmissible restriction of the right of withdrawal, e.g. "return only in original packaging"
  • Insufficient information on the assumption of the return costs

These and other errors can quickly lead to a warning. Händlerbund protects you from costly warnings by producing well-founded legal texts. Our lawyers, who specialise in online law, will also help you if you have already received a warning due to incorrect cancellation policies.

Services within the Scope of the T&Cs Service

We offer cancellation policy instruction individually adapted to your business model as well as all other legal texts, which you need for your online presence in the context of the T&Cs service. We assume liability of all legal texts created and are thus extensively protected in the event of a warning.

  • Currently valid cancellation policy
  • Standard European Model Withdrawal Form
  • Update service and assumption of liability
  • All other legal texts such as legal notice, general terms and conditions, privacy policy

Become a Händlerbund member

Unlimited Membership €49.90*p. mth.
  • unlimited number of legally secured online presences
  • provision of national and international legal texts
  • unlimited access to legal advice
  • unlimited representation in the event of legal action
  • your online shop checked by an expert legal team
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* All prices are net plus mandatory sales tax payable as an annual fee.
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