An amendment to the Consumer Protection Act is coming into effect in June, and it applies to all online stores. From 19 June 2026, every online store must have a clear and easy-to-find cancellation function that allows customers to cancel orders placed online.
What does the right of withdrawal mean?
Online purchases come with a 14-day right of withdrawal, during which a consumer can cancel their purchase without giving a reason. This right can only be restricted on grounds explicitly set out in law. If a customer exercises their right of withdrawal, any related credit, insurance, or other agreement linked to the order is also automatically cancelled.
When does the withdrawal period begin?
The start of the withdrawal period depends on whether the purchase involves a physical product, a service, or digital content:
Physical goods: The 14-day period begins when the customer receives the item — for example, when they collect a parcel from the post office. The customer also has the right to cancel before the goods have been delivered.
Services: The 14-day period begins as soon as the service agreement is made.
Digital content: The 14-day period begins immediately upon placing the order. Digital content includes software, apps, games, music, videos, or text content delivered by download or streaming.
What does a merchant need to do?
Make sure your online store meets the following requirements by 19 June 2026 at the latest:
Add a clearly labelled cancellation function where orders are placed, on your website or in your app.
Use unambiguous wording such as "Cancel order" , not something like "Contact us" or "Changed your mind?"
The function must be easy to find and accessible throughout the entire withdrawal period, from the moment of purchase up to 14 days after delivery. Do not remove or hide it once an order has been shipped.
Cancellation must be fully self-service! Customers must be able to complete the entire process themselves, without manual handling by customer support.
Through the function, customers must be able to enter their name and the details of the order they wish to cancel.
Before shipment, customers must be required to confirm the cancellation.
Once a customer has confirmed the cancellation, an automatic confirmation message must be sent immediately, for example, by email. The confirmation must state what was cancelled and include the date and time of cancellation.
Store cancellations in your system: you must be able to verify after the fact when a cancellation was made, what was communicated to the customer, and what the cancellation status is.
Cancellation must be free of charge for the customer, no handling fees or other costs.
Update your terms and conditions and instructions to reflect the new legislation.
Inform the customer of where to find the cancellation function before they place an order.
Which purchases are not covered by the right of withdrawal?
The right of withdrawal does not apply to all purchases. For example, products made or customised to the customer's specifications — such as made-to-measure clothing or engraved items — cannot be returned. Exceptions exist across goods, services, and digital content, and certain categories such as passenger transport tickets and financial services are subject to their own separate regulations.
For a full list of exceptions, visit the Finnish Competition and Consumer Authority (KKV): Right of withdrawal and withdrawal period – KKV
Please contact your e-commerce platform provider for guidance on how to implement the cancellation function in practice on your specific platform.