From 19 June 2026, online merchants in Bulgaria are required to provide consumers with an easy and direct way to exercise the right of withdrawal from a contract through online functionality on the website.

It is no longer enough to publish information about the right of withdrawal or a downloadable PDF form. The law requires a visible and easily accessible mechanism through which the customer can submit a withdrawal directly via the online store.

If you run a WooCommerce store, Shopify store, custom eCommerce platform or any other type of online shop, this requirement affects you directly.

What changed from 19 June 2026

In 2026, Bulgaria introduced changes to the Consumer Protection Act (CPA), transposing the requirements of Directive (EU) 2023/2673. The main goal is to make it easier to exercise the right of withdrawal for distance contracts and online purchases.

Until now, merchants were required to inform consumers about the right of withdrawal and provide a standard form. In practice, however, many consumers had to search for information in terms and conditions, download documents or send emails.

The new regime puts the focus on convenience.

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Key principle: The consumer must be able to withdraw from the contract as easily as they placed the order.

What the contract withdrawal button is

The term "contract withdrawal button" often creates the false impression that the law requires only a visual button. In reality, it refers to complete functionality.

It must allow the customer to:

✓
identify themselves
✓
specify the order or contract in question
✓
provide contact details
✓
submit the request electronically
✓
receive confirmation of successful submission

The system must record the moment of submission and store the information reliably.

Why the European Union introduced the new requirement

E-commerce has seen record growth in recent years.

Millions of consumers enter into distance contracts daily through:

✓
online stores
✓
mobile apps
✓
marketplaces
✓
social networks
✓
SaaS platforms

The European Commission found that despite the existence of the right of withdrawal, many consumers face difficulties exercising it.

Common problems include:

✗
hard-to-find forms
✗
missing contact details
✗
complex procedures
✗
deliberate obstruction by merchants
✗
delayed processing of requests

The new requirement aims to remove these barriers.

Which online stores are affected

The requirement applies to virtually all online merchants selling to consumers.

WooCommerce stores

The most widespread e-commerce platform in Bulgaria.

Shopify stores

Especially popular for international sales.

OpenCart stores

Still widely used by small and medium businesses.

Magento and Adobe Commerce

Large corporate online stores.

Custom eCommerce solutions

Proprietary systems and platforms.

Mobile apps

If the app allows purchases and contract formation, the requirement applies to it too.

When the consumer has the right of withdrawal

It is important to understand that the new requirement does not create a new right. It makes it easier to exercise the already existing right of withdrawal.

In most cases, the consumer has the right to withdraw from the contract within 14 days without giving a reason.

The period usually starts from:

✓
receipt of the goods
✓
receipt of the last shipment in a split delivery
✓
conclusion of the contract for services

Exceptions to the right of withdrawal

Not all products fall under the 14-day withdrawal regime.

Personalised products

Made to individual order.

Sealed goods

When unsealed after delivery and cannot be returned for hygiene reasons.

Digital content

After performance has begun with the customer's consent.

Perishable goods

Food and products with a short shelf life.

Therefore the functionality must work together with the store's business logic.

What proper functionality should look like

Minimum legal compliance

The user must be able to enter:

✓
name
✓
order number
✓
email
✓
contract information

Then the system must:

✓
register the request
✓
generate date and time
✓
send confirmation

WooCommerce — how to implement the withdrawal button

WooCommerce stores can add such functionality relatively easily.

The most common approaches are:

Custom WooCommerce development

The most flexible option. It allows:

automatic deadline checking
database logging
automated emails
CRM integration

Specialised plugin

Suitable for smaller stores. Does not always cover all legal nuances.

Integration in "My Account"

Recommended approach for a better user experience.

Shopify and the new requirements

Shopify also requires additional development.

In most cases the following are used:

✓
custom app
✓
theme extension
✓
integration via Shopify Functions

The goal remains the same — easy and traceable exercise of the right of withdrawal.

GDPR and the withdrawal button

Many merchants overlook this aspect.

The withdrawal form processes personal data:

✓
name
✓
email
✓
order information
✓
purchase history

Therefore:

✓
there must be a legal basis
✓
there must be a privacy policy
✓
data must be protected
✓
data must be stored securely

Common mistakes online stores make

Email link only

This is no longer sufficient.

Downloadable PDF form

Also does not meet the new requirement.

Hidden button

The law requires easy accessibility.

No confirmation

The user must receive proof of the submitted withdrawal.

No record

The merchant must be able to prove when the request was received.

Penalties for non-compliance

Failure to meet the requirements can lead to:

✗
inspections by the Consumer Protection Commission
✗
administrative penalties
✗
compliance orders
✗
legal disputes
✗
reputational damage

For financial services the consequences can be even more serious.

Technical requirements for the system

Good implementation should include:

Event logging

Every withdrawal must be recorded.

Timestamp

Exact date and time.

Automatic notifications

To the customer and the merchant.

Action history

For future inspections and disputes.

Abuse protection

Form validation and security.

Checklist for online store owners

Check whether you:

✓
have a visible withdrawal button
✓
have an online form
✓
record the moment of submission
✓
send automatic confirmation
✓
store data securely
✓
the functionality works on mobile devices
✓
the process has been tested
✓
it meets GDPR requirements

Frequently asked questions

Is the withdrawal button mandatory?

Yes, if you sell online to consumers and fall within the scope of the new requirements.

Is an email address for withdrawal enough?

No. Real online functionality is required.

Does my WooCommerce store need to be changed?

In most cases — yes.

Does it apply to B2B stores?

Mainly for contracts with consumers.

Do I need to send confirmation?

Yes. The user must receive confirmation of the submitted withdrawal.

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How Singularity Edge Studio can help

At Singularity Edge Studio we help online stores bring their systems into compliance with the new requirements.

Technical auditphase 1
Platform analysisphase 2
WooCommerce developmentphase 3
Custom eCommerce implementationsphase 4
GDPR compliance, testing and documentationphase 5

In most cases implementation can be completed within a few business days.
WooCommerce services → · Security Audit · GDPR guide

Need a withdrawal button in your online store?

Free consultation — we analyse your platform and propose a concrete solution for legal compliance.

Get in touch →

Conclusion

The new contract withdrawal button requirement is another step towards more transparent and consumer-oriented e-commerce.

For online stores this means technical changes, but also an opportunity to build greater trust among customers.

If you have not yet implemented such functionality, now is the right time to audit your store and take the necessary action.