New EU eCommerce Requirements Coming into Effect on 19th June 2026

Businesses operating eCommerce websites should be aware of the new requirements that will come into effect on 19th June 2026 regarding consumers’ rights of withdrawal. Although the recent changes to the EU consumer legisla on are largely aimed at financial services sold online, they also introduce obliga ons for eCommerce websites selling physical products to  consumers.

Under current EU consumer protec on legisla on, consumers purchasing online benefit from a 14-day cooling-off period, although there are excep ons, mostly on customised goods. During this period, consumers have the right to withdraw from the purchase without having to provide a reason. This right applies to most distance contracts concluded through websites, mobile applica ons and other online sales channels. Online traders have tradi onally been required to provide consumers with a standard withdrawal form. In Malta, compliance with consumer protec on legisla on is overseen by the Malta Compe  on and Consumer Affairs Authority (MCCAA) and they do check local eCommerce websites regularly for conformity.

Typically, the withdrawal form is made available as a downloadable pdf document within a website’s Terms and Condions or Returns Policy. The user is expected to print it and make sure that the hard copy accompanies the product on return. In practice, locally, this is rarely an issue. Consumers usually choose not to download and mess around with forms. Typically, they contact the seller directly by email or telephone to request a return, an exchange or a refund. For many Maltese businesses, such requests are typically resolved amicably and efficiently through direct communica on.  The new rules do not introduce a new consumer right. The exis ng 14-day right of withdrawal remains unchanged. Instead, the changes focus on making it easier for consumers to exercise this right electronically, reflec ng the EU’s objec ve of providing a simpler and more accessible withdrawal process. Businesses operating eCommerce websites will now be required to provide consumers with an easily accessible electronic withdrawal func on. While the exact implementa on may vary depending on the nature of the website, the inten on is that consumers should be able to submit a withdrawal request on the same online interface where the sales contract is concluded and without the need to send an email or contact customer service separately.

Furthermore, once a consumer submits a withdrawal request through the electronic process, the legisla on specifies that the trader must acknowledge receipt of the request, such as by email, and without undue delay. In prac ce, this can easily be done through an automated response which should then be followed up with the appropriate action. For most businesses, compliance with the new requirements is likely to involve only limited changes to exis ng procedures. Website owners are encouraged to review how withdrawal requests are currently handled and, where necessary, consider introducing a simple electronic process that allows consumers to submit requests and receive confirmation that their request has been received.