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Most items in an online store are covered by a 14-day right of withdrawal. But not all of them. If you sell engraved gifts, fresh flowers, custom-made furniture, or sealed hygiene products, the item may be legally exempt from the right of withdrawal under Section 18(2) of the Consumer Contracts Act. Now you can mark this directly on the product in Shoporama, so the customer is informed, and you have a clear record of the order in case someone decides to cancel after all.

What’s new?

For each product, you’ll now find a setting for the right of withdrawal under the “Customs, VAT, and Legal” tab. Here, you can choose whether the item is subject to the standard 14-day right of withdrawal or if it’s exempt—and, if so, why. You can choose from custom-made, perishable, sealed hygiene products, inseparably mixed items, or another exception, and you can add a short note explaining to the customer why this particular item cannot be returned.

The customer is informed, not blocked

When a customer uses the digital cancellation feature and the order contains an exempt item, a clear warning appears listing the affected items and your explanation. The customer can still submit their cancellation, as the system does not block the process. This is intentional: many stores are accommodating, and the final decision rests with you, not the system. At the same time, a note is added to the order listing the excluded items, so you have a record in case a dispute arises later.

Use it correctly

The “Excluded” label is only for items that are actually exempt under the law. A standard selection of options, such as color or size, does not make an item custom-made, and in such cases, the customer has the full right to cancel. Also, remember that you must inform the customer of the lack of a right of withdrawal before the purchase is finalized—for example, on the product page and in your terms and conditions. The responsibility for correct use lies with you.

Also via API

If you have many products, you can set the flag via Shoporama’s REST API, allowing you to update them in bulk from your own integration instead of one product at a time. If you’re using a custom theme, the theme’s cancellation page must be updated to display the warning.

Read the full guide in “Exclude Products from the Right of Withdrawal” and see how digital withdrawal works in “Digital Withdrawal: Let Customers Cancel Their Purchase Online.”