Must Polish Shops Provide a Withdrawal Form?

In short: yes. Online shops selling to consumers in Poland must make a model withdrawal form available. This flows from the EU Consumer Rights Directive 2011/83/EU, which Poland has transposed into its Consumer Rights Act (Ustawa o prawach konsumenta).

Provide the form, but don’t require it

The directive supplies a standard model withdrawal form, and you are expected to make it available to consumers. Importantly, the consumer is not obliged to use it: they can withdraw by any clear statement of their decision. So the duty is to offer the form, not to insist on it as the only route.

Language matters

For Polish customers, provide the withdrawal form and your accompanying information in Polish so it is genuinely accessible. This sits alongside your wider duty to tell consumers clearly about the 14-day withdrawal right before they order.

What sellers should do

• Include a model withdrawal form with your pre-contract information, in Polish.
• Accept any clear statement of withdrawal, not only the form.
• Refund within 14 days, including standard delivery, once the consumer withdraws.

Enforcement in Poland sits with UOKiK, the Office of Competition and Consumer Protection. National specifics can change, so treat this as a qualitative guide and confirm the current position with UOKiK before relying on it.

This article is educational, not legal advice.