OUG 18/2026, in force since 19 June 2026

Returns module for your online shop

The customer requests the return straight from your site, the AWB is generated automatically and every step is confirmed. Compliant with OUG 18/2026, ready in minutes.

The module is free. You only pay for the return shipping, or nothing at all if the customer pays it.

  • 12couriers in a single integration
  • 17,600+lockers and pickup points
  • 10,000+shops ship through woot
How compliant is your shop?Below is a 5 question quiz that shows where your shop stands 30 seconds
0/ 5Tick what you already have to see where you stand.
  • Already a woot customer? Activate it from your account, under Settings > Integrations. Nothing changes for the shipments you have now.
  • No account yet? You create one for free and activate returns the same day.
Legal framework

What does the law require?

Read them one by one and tick off in your head what your shop already has. These are the requirements introduced by art. 11^1 of OUG 34/2014.

Art. 11^1 of OUG 34/2014, introduced by OUG 18/2026, which transposes Directive (EU) 2023/2673.
  1. 1

    Use the correct label

    The law requires the wording "Withdraw from the contract" or an equivalent one, without ambiguity. A button labelled "Contact" or "Support" does not tick the requirement.

  2. 2

    Permanent visibility

    The returns function must not be buried in the terms and conditions or available only after login. It has to be in plain sight for any visitor, including someone who ordered without an account.

  3. 3

    The returns function must be as accessible as the checkout button

    The law requires accessibility at least equal to checkout. If checkout takes two clicks, withdrawal should not take more.

  4. 4

    A request straight from the site

    No PDF to download, no email to write. The customer fills in the name, the order details and how they want the confirmation, all in one online form.

  5. 5

    Confirmation with date and time

    The customer immediately receives an email confirmation, with a timestamp, that they can keep.

  6. 6

    A separate confirmation step

    After the form comes a distinct step, along the lines of "Confirm the withdrawal", with no pre-ticked boxes and no bundling the confirmation with anything else.

Details that matter

A button does not automatically make a shop compliant

Four things many shops already have, but which do not tick the legal requirement.

What is no longer enough

  • A PDF withdrawal form. Still useful as information, but it is not a function on the site and produces no automatic confirmation.
  • An email address. The customer has to compose the message themselves and you reply by hand. There is no online declaration and no timestamp.
  • A phone number. It leaves no written trace with the customer, so it produces no durable medium.
  • A generic contact form. If it is not labelled as withdrawal from the contract and does not trigger the automatic confirmation, it does not cover the requirement.

Careful what this means: the customer can still withdraw through any unequivocal declaration, including by phone or email, and you are obliged to accept it. What is no longer enough is offering only those routes.

What "durable medium" means

A durable medium means a form in which the information is addressed personally to the customer, who can keep it and re-read it unchanged for a reasonable period. A confirmation email meets the condition. A thank-you page that disappears on refresh does not, because nothing stays with the customer.

Yyour-shop.ro8 September 2026, 21:04
We have recorded your withdrawal request

The request has been recorded. Your return AWB and the drop-off point you chose are below.

Delivered Opened

The 14-day deadline and the money back

The 14 days run from the date you were informed of the withdrawal decision, not from the date the returned parcel reaches you.

You are not required to pay before you see anything: you may withhold the refund until you receive the product back, or until the customer proves they have shipped it, whichever happens first.

On a full return, also refund the cost of the initial standard delivery, under art. 13 of OUG 34/2014. If the customer chose a delivery more expensive than standard, the difference is not refunded.

Refund deadline11 days leftRunning from 8 September, the date you were informed
Proof of shipment received, you can no longer withhold
The number one confusion

Withdrawal within 14 days is not the legal guarantee of conformity

The two are constantly confused, and it is the most frequent mistake in replies to customers.

CriterionThe withdrawal rightThe legal guarantee of conformity
When it appliesAny product bought online, in good conditionA product that is faulty or not as described
ReasonNot requiredThe lack of conformity has to exist
Deadline14 days from receiptThe legal guarantee period, much longer
What you oweThe money back, including the initial standard deliveryRepair, replacement, price reduction or termination
Who pays the shippingThe return may be at the customer cost, if they were informed before the orderAt your cost

You cannot refuse a 14-day withdrawal on the grounds that the product is not faulty, and you cannot treat a faulty-product complaint as a withdrawal.

What you risk

Since 19 June, every non-compliant day costs

Three concrete consequences, with the figures from the law, not estimates.

5,000-15,000 lei

Fine for a missing function

The penalty applied if the shop does not have the digital withdrawal function required by art. 11^1.

14 days → 1 year

The withdrawal right, extended

If you inform the consumer incorrectly, their right is extended by 12 months. You keep receiving valid returns for another year.

19 June 2026

The deadline has already passed

From that date what gets checked is not whether you are preparing, but whether you are compliant today.

How it works

From the customer request to the money back

Four steps, three of which ask nothing of you.

  1. Step 1

    The customer requests the return from your shop

    They press the withdrawal function, pick the order and the product and send the declaration. They receive the confirmation by email on the spot, with date and time, and you already have the request in your account.

  2. Step 2

    Your policy decides, not an operator

    You set once who pays the shipping, which products are exempt and within how many days you accept the request. From there, every request is handled by the same rules, at any hour.

  3. Step 3

    The return AWB is generated for you

    The customer chooses where to drop the parcel, among the 17,600+ lockers and pickup points of the 12 couriers. You call no one and open no separate courier account.

  4. Step 4

    You track the parcel and close with the refund

    You see the last status confirmed by the courier and the deadline running from the date you were informed. When you are ready to pay, you press refund and the timeline closes in the compliance file.

A concrete case

What it looks like in practice

On Tuesday evening a customer in Cluj receives a pair of size 39 boots and finds them too tight. She goes back to your site, presses "Withdraw from the contract" and receives the confirmation by email on the spot, with date and time. She picks the easybox next to her office, and the return AWB is generated for her. On Wednesday morning she drops the parcel off on her way to work. On Thursday you see in your account that the product is with you and you press refund. The two of you never spoke.

  1. Tuesday, 8 September, 21:04She requests the return from the site and receives the confirmation with date and time.
  2. Wednesday, 9 September, 08:12She drops the parcel at an easybox on her way to work. The AWB was already generated.
  3. Thursday, 10 SeptemberThe product is with you. You press refund and the case closes.
What it looks like

From the customer request to the money back

The form sits in your site, not on another domain

The customer does not leave your shop to request the return and does not land on a page with someone else logo. The form picks up the order and the product, and the reason field stays optional.

Every request has its own timeline, hour by hour

The time the request was sent, the return AWB, the chosen drop-off point and the last status confirmed by the courier. The customer gets the same details by email, you have them in your account.

You decide from a single screen

All requests in one list, with the deadline running for each. You approve, reject with a reason or mark the refund, and every action enters the timeline.

Integrations

The module runs on the platform you are already on

You install it from your account and start returns the same day.

Available now

AvailableWooCommerceSee the guide

Coming soon

Coming soonShopify
Coming soonGomag
Coming soonMerchantPro
Coming soonPrestaShop
Coming soonOpenCart
Another platform or a custom shopTell us what you are on and we will see what can be done.
What it costs

Free

No subscription, no setup cost and no per-return cost. You only pay the return shipping, at the rates woot negotiated. If you choose to have the customer cover it, you pay nothing.

What you pay, in short
  • Monthly subscription0 lei
  • Cost per return request0 lei
  • Return shippingwoot rate, or paid by the customer
  • No subscription
  • No developers
  • Activated the same day
Frequently asked

What merchants ask us

Short answers, with the legal basis where there is one.

1 Legal obligations

It is an online function through which the customer can withdraw from the contract straight from your site. It applies from 19 June 2026, through OUG 18/2026, which transposes Directive (EU) 2023/2673 and amends OUG 34/2014, introducing art. 11^1. It has to be clearly labelled, permanently visible and at least as accessible as the checkout button, and the customer has to receive an automatic confirmation on a durable medium, with date and time.
No, the PDF form and the email address remain useful as information, but they do not replace the digital function. The law requires a function on the site, through which the customer sends the declaration online and automatically receives a confirmation on a durable medium.
Probably yes, the button covers the first requirement. What remains is the automatic confirmation with date and time, proof that confirmation reached the customer, records exportable at an inspection, refunding the initial shipping on a full return and removing conditions from your terms. Most shops fail on the proof, not on the button.
No, the online function does not replace the classic form or the email address, it is added to them. The customer keeps every route through which they can announce the withdrawal, and you add a new one that meets the legal requirements.
The 14-day withdrawal applies to any product bought online, requires no reason and leads to the money being returned. The legal guarantee of conformity applies to faulty products or products that do not match the description, has a longer period and leads to repair, replacement, price reduction or termination. You cannot refuse a withdrawal on the grounds that the product is not faulty.

2 Money and shipping

The return cost may be borne by the customer, but only if they were clearly informed of that before the order. If you did not inform them, the cost stays with you. Separately from that, on a full return you are obliged to refund the initial standard delivery cost too, under art. 13 of OUG 34/2014.
On a full return, yes, at the standard delivery level. If the customer chose a faster or more expensive delivery, the difference from standard is not refunded. Clauses that exclude refunding the initial shipping entirely are problematic.
Within a maximum of 14 days from the date you were informed of the withdrawal decision. The clock starts when you are informed, not when the returned parcel arrives. You may still withhold the actual payment until you receive the product back or until the customer proves they have shipped it, whichever happens first.
Yes, once the customer sends you proof they have shipped it, you can no longer wait for the parcel to arrive before paying. This is the part almost everyone misses and the one that produces the most complaints.

3 Special cases

It depends who arranged the transport. If the return went through the solution the shop provided, the risk during transport cannot be shifted entirely onto the customer. That is why it matters that you can prove a shipment existed, with an AWB generated, and what the last status confirmed by the courier is.
No, the law provides for exempt categories, among them personalised or made-to-order products, sealed products unsealed for hygiene reasons and perishable products. The exception has to be real and flagged on the product before the order, not invoked after the customer requested the return.
You can recommend it, but you cannot make the return conditional on intact original packaging, outside situations where a real legal exception exists, for example a hygiene seal. Such a condition restricts a legal right and may be classed as an unfair term.
Missing the digital withdrawal function is fined 5,000-15,000 lei. On top of that, if you inform the consumer incorrectly about the withdrawal right, that right is extended by 12 months, so you can receive valid returns for another year.
Yes, there is no threshold based on turnover, number of orders or shop size. The obligation follows what you do, not how much you sell: a trader concluding distance contracts with consumers. A shop with ten orders a month has exactly the same requirements as one with ten thousand.

Start returns today, from your account

From the very first request you have the automatic confirmation, the delivery proof and the compliance file. No developers, and nothing changes for the shipments you have now.

  • No subscription
  • No developers
  • Activated the same day

The information on this page is general and does not constitute legal advice. For your shop specific situation, consult a lawyer. The legal references are valid as at the date of publication.