PrestaShop withdrawal form: set it up before 19 June 2026

A PrestaShop withdrawal form must be available to customers online before 19 June 2026. Where should it go? In my view, the best place is the order details page in the customer account. The customer can then fill in the request right away, without digging through the terms and conditions or emailing the store. The obligation comes from Directive (EU) 2023/2673 amending Directive 2011/83/EU. It is March 2026. A few months for setup, testing and fixes sounds fine, but only if the work starts now and not „after the season”.

Where should customers find the online withdrawal form?

In the customer account, next to the details of a specific order. That is where customers look anyway when they want to do something with a purchase. The bonus is that a request submitted there is linked straight to the order number and products. Your support team does not have to ask which parcel it is about. Right?

On the other hand, I would skip a few approaches:

• a PDF to download, print and send back (who has a printer at hand these days?),
• a tab hidden in the footer somewhere between the cookie policy and the terms,
• requests through a general contact form, where a return gets lost among questions about delivery and discounts.

How to set up a withdrawal form in PrestaShop step by step

It comes down to three things. You install a returns module, set up exclusions and notifications, and then check everything on a test order. In practice, the order looks like this:

1. Back up the store and work on a test copy (staging), not on production.
2. Install the returns module.
3. Check that the form appears on the order details page.
4. Set the excluded products and categories.
5. Review the email templates in Polish and English.
6. Submit a test request and take it through all the statuses.

One option that fits here is the One Return module from K4.pl. Once installed, it shows the form on the order details page by itself. The customer picks a return reason and, if they want, adds a comment. That’s it.

Which products should you exclude from returns, and how?

The ones not covered by the right of withdrawal from a contract. You assign an exclusion to individual products or to whole categories. It usually applies to made-to-order items, products that spoil quickly, or goods in sealed packaging. Still, confirm the final list for your product range with a lawyer. No point guessing.

With a large catalogue, I recommend keeping exclusions at category level. A new product added to such a category inherits the setting straight away, so you do not have to remember it separately. And something always gets forgotten.

Handling PrestaShop returns in the admin panel

Every request lands in a panel in the Back Office. There you change the status, filter requests and add internal comments the customer cannot see. There are three statuses:

• pending - the request has been submitted and is waiting for a decision,
• confirmed - the store accepts the return and the customer can send the goods back,
• rejected - the request will not be processed.

After a request is submitted and after every status change, both the customer and the store get an automatic email. Now an organisational point: decide who in the company is responsible for requests. Because when „everyone” is responsible, in practice nobody is. Internal comments help when you hand a case over to the warehouse, for example with a note about the condition of the returned goods.

How to test a PrestaShop returns module before the deadline?

Submit a few requests from a test customer account and run each one through all the statuses. While you are at it, check:

• that the form looks good on desktop and mobile and meets the store accessibility requirements,
• that emails arrive and do not end up in spam (this depends, among other things, on your domain’s SPF and DKIM records),
• that the Polish and English translations are correct,
• that excluded products really cannot be submitted for return.

Finally, the terms and conditions and the returns information page. The description must match what the customer sees in their account. Otherwise you are asking for complaints.

PrestaShop withdrawal form: a plan for the coming weeks

The best order for setting up a PrestaShop withdrawal form is: backup, module installation on staging, exclusions, email templates, request testing, terms update, and only at the very end the move to production. This plan leaves room for fixes before 19 June 2026. Start now. In the last week before the deadline there will simply be no time for testing, and rushing anything onto production „for yesterday” usually ends badly.

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