EU Withdrawal Button Law for Online Sellers in Portugal

Selling to consumers in Portugal through your online store brings the right of withdrawal into play for most of your distance contracts. This cooling-off right comes from the EU Consumer Rights Directive 2011/83/EU, which Portugal has transposed through Decreto-Lei 24/2014. This guide explains how it works for a seller shipping into the Portuguese market.

An EU right, applied under Portuguese law

The Consumer Rights Directive sets a harmonised withdrawal right across the EU, transposed into national law by each member state. Portugal’s transposition is Decreto-Lei 24/2014. The substance of the right is the same across the EU; what is national is the decree-law, the enforcement bodies and the Portuguese language consumers expect. For the underlying rules, see our right of withdrawal law page and the complete withdrawal guide.

The 14-day cooling-off period

For most goods bought online, the Portuguese consumer has 14 days to withdraw from the contract without giving a reason. For a contract of sale, that period generally runs from the day the consumer takes physical possession of the goods — from delivery rather than from the order date. Where an order is delivered in several parts, the period usually starts from receipt of the last item.

Missing information extends the period

The 14-day window assumes you informed the consumer clearly about the withdrawal right. If you did not, the period is extended by up to 12 months. Providing the required information later starts the standard 14 days from that point. Clear, up-front disclosure keeps your exposure short and predictable.

The model withdrawal form

The directive provides a model withdrawal form, reflected in Portuguese law. You must make the form available to consumers, though they may withdraw by any clear statement instead of using it. For Portuguese customers, provide the form and your withdrawal information in Portuguese so it is genuinely accessible.

Refunds and return costs

When a consumer withdraws, you must reimburse all payments received, including the standard cost of delivery, within 14 days. Return costs are treated separately:

• You refund the standard delivery charge, but not the extra cost of a premium delivery the consumer chose.
• The consumer normally bears the direct cost of returning the goods, but only if you told them so clearly beforehand — otherwise that cost falls on you.
• You may withhold the refund until the goods are returned, or the consumer proves they have sent them back.

Exceptions to the right

Decreto-Lei 24/2014 follows the directive’s list of exceptions. Common examples include goods made to the consumer’s specifications or clearly personalised, goods that are perishable or likely to deteriorate quickly, and sealed hygiene or health goods unsealed after delivery. If you sell such items, explain the position to customers before they order.

The proposed EU withdrawal button

The European Commission has proposed a standardised “withdrawal button” to let consumers exercise this right online through a single clear control. It remains a proposal and is not yet binding, so there is no obligation to add a particular button today. Following its progress is sensible in case it becomes mandatory.

A practical checklist for Portuguese sales

• Inform consumers clearly about the 14-day withdrawal right before ordering.
• Make the model withdrawal form available in Portuguese.
• State clearly, before purchase, that the consumer pays return costs if you want that to apply.
• Refund within 14 days, including standard delivery costs.

For more on the market, see our Portugal country page. Enforcement in Portugal involves the DGC (Direção-Geral do Consumidor) and ASAE. Because national specifics can change, treat the details here as a qualitative starting point and confirm the current position with the relevant Portuguese authority.

This article is educational, not legal advice.