Online retailers in Finland will soon have to make it easier for consumers to cancel purchases made over the internet.
From 19 June, businesses offering goods or services online must provide a dedicated cancellation function that allows customers to withdraw from eligible purchases directly through the same platform where the order was placed.
The requirement stems from changes to European Union legislation that are being incorporated into Finland’s Consumer Protection Act.
The reform does not change consumers’ existing right to cancel most online purchases within 14 days. Instead, it introduces a new and more accessible way to exercise that right.
According to Finland’s Consumer Ombudsman, online stores must ensure that the cancellation option is clearly visible and easy to use.
“When you order goods or services online, the same service must also provide an easily accessible cancellation function,” Consumer Ombudsman Katri Väänänen said.
The cancellation process could take the form of a dedicated button or another digital feature that enables consumers to submit a withdrawal request without unnecessary steps.
Businesses will also be required to provide confirmation once a cancellation has been completed.
The new function will not replace existing cancellation methods. Consumers will still be able to cancel purchases through traditional channels, including standard cancellation forms, emails or other written notifications.
The rules will also apply to financial services contracts concluded online where consumers have a legal right to withdraw from the agreement.
Consumer authorities say the changes are intended to address concerns about digital design practices that make cancellations difficult or discourage customers from exercising their rights.
“Cancellation functions are a welcome change because they help prevent interface designs where cancellation is hidden or turned into a complicated multi-stage process,” Väänänen said.
The principle behind the reform is that ending a contract should be no more difficult than entering into one.
Authorities have also reminded businesses that the same standard applies to the termination of long-term agreements. Cancelling an ongoing subscription or service contract should be as straightforward as signing up in the first place.
For online retailers, the changes mean websites and digital sales platforms must be updated before the rules come into force later this month.
HT