Online sales: "one-click cancellation" becomes mandatory
Since June 19, 2026, all professionals selling online must allow their customers to exercise their right of withdrawal directly from their website. Jewelry stores, watchmakers, and fine jewelry shops with an e-commerce presence are fully affected. Here's what this obligation means, and the specific points relevant to the jewelry, watchmaking, and related industries that you shouldn't miss.
- Since the June 19, 2026, A online withdrawal button, Free and visible, it is mandatory on any e-commerce site.
- THE 14-day deadline does not change: only the way of exercising it evolves.
- Each request must result in a acknowledgment of receipt dated, on a durable medium.
- Sanction: up to 15 000 € (natural person) and 75 000 € (legal entity).
- In the jewelry and watchmaking sector, certain pieces are exempt from the right of withdrawal : custom-made, engraved, or unsealed for hygiene reasons.
The right of withdrawal, what are we talking about?
The right of withdrawal allows a customer to cancel an online purchase within a period of 14 days, without having to justify the decision. This period begins upon receipt of the goods (or the last item of an order delivered in installments). In the event of cancellation, the professional will issue a refund. the full amount paid, including delivery charges, within 14 days.
What will change on June 19, 2026
Following the "3-click cancellation" of 2023, it's now the turn of the withdrawal process to go online. In accordance with a Order of January 5, 2026 (which transposes a European directive of November 22, 2023) and of the Decree No. 2026-3, Any professional who offers remote contracts via an online interface must now provide a free cancellation feature, accessible directly from the website, for the entire duration of the legal period.
This obligation is accompanied by a pre-contractual information The customer must be aware of the existence and location of this feature. Before to order. Your general terms and conditions of sale must be updated in line with the actual operation of the tool.
What should the button look like?
The decree sets out specific rules. The functionality must:
- Be clearly identifiable, with a note such as "waive the contract here".
- Be visible and easily accessible on the website.
- Stay available for the entire duration of withdrawal.
- Allow the customer to enter your name and the contract in question and the means by which he wishes to receive his acknowledgement of receipt (mail or email).
- Include a explicit validation button of the type "confirm the withdrawal".
The acknowledgement of receipt, proof for both parties
Once the request has been sent, you must send the client a acknowledgment of receipt within a reasonable timeframe, on a durable medium (an email is sufficient). It should state the content of the request, the date and time of sending, and confirms that the withdrawal has been properly processed. This document secures the transaction: it proves that the customer has exercised their right and that you have processed it.
Exceptions to be aware of in jewelry and watchmaking
Not all sales are subject to the right of withdrawal. Three common cases in the jewelry and watchmaking sector:
Custom parts
Engraved ring, jewelry made according to customer specifications, custom sizing: a clearly personalized item does not give rise to a right of withdrawal.
Hygiene
An item unsealed by the customer and not returnable for hygiene reasons (earrings, piercing jewelry) also escapes the right of withdrawal once opened.
Provided that information is provided
These exceptions only apply if the customer has been clearly informed before purchase. Otherwise, the right of withdrawal normally applies.
What are the risks in case of non-compliance?
Failure to comply with this obligation is punishable by administrative fine which can reach 15 000 € for a natural person and 75 000 € for a legal entity (Article L. 242-13 of the Consumer Code). Beyond the fine, non-compliance may extend the withdrawal period, multiply customer disputes and expose yourself in the event of an audit by the DGCCRF.
Achieving compliance in 4 steps
- Audit the current process. Can a customer easily cancel their order from your website? Is the process clear and easy to access?
- Adapt the shop. Add the button, integrate it into the order funnel and automate the sending of acknowledgments.
- Update the Terms and Conditions. Explicitly mention the functionality, its terms and conditions and the HBJO exceptions in the terms and conditions and the pre-contractual information.
- Forming the teams. Customer service and returns management need to be familiar with the new process.
Good reflex: test it yourself the withdrawal process as a customer would go through, to identify points of friction before your visitors.
Sources: Order of January 5, 2026, and Decree No. 2026-3 (online right of withdrawal, transposition of a European directive of November 22, 2023); Articles L. 221-18 and L. 242-13 of the French Consumer Code; francenum.gouv.fr. This article is for informational purposes only and does not replace professional advice. The rules may change: check with official sources before making any decisions.