Undtag produkter fra fortrydelsesretten (specialfremstillet, letfordærveligt, hygiejne)
Sådan markerer du varer, der lovligt er undtaget den 14 dages fortrydelsesret, fx specialfremstillede, letfordærvelige, og forseglede hygiejnevarer. Kunden oplyses, og du får et spor på ordren.
Some items may be legally exempt from the 14-day right of withdrawal. This applies, for example, to custom-made items, perishable goods, and sealed hygiene products. In Shoporama, you can now mark a product as exempt so that the customer is informed, and you have a clear record on the order if a customer decides to cancel after all. This guide explains when you can use the exemption label, how to apply it, and what the customer sees.
In short: The designation is a notification, not a block. The customer can still submit a return request, and you will then assess each item. You are personally responsible for only exempting items that can legally be exempted.
What does it mean to exclude a product?
As a general rule, consumers have a 14-day right of withdrawal when making purchases from an online store. However, Section 18(2) of the Consumer Contracts Act excludes certain types of goods for which the right of withdrawal either does not apply or lapses under specific circumstances. When you mark a product as exempt in Shoporama, you inform the customer of this, and the system automatically adds a note to the order if the customer changes their mind. The exemption does not block the customer, and it does not affect your regular products.
When can a product be marked as exempt?
You may only use this designation when the item is actually exempt under the law. Shoporama offers the following categories, which comply with Section 18(2) of the Consumer Contracts Act:
- Custom-made / personalized items (No. 3): Products manufactured according to the customer’s specifications or with a distinct personal touch, such as engraving, monograms, made-to-measure items, or photo products.
- Perishable goods (No. 4): Goods that spoil quickly or expire, such as fresh food or flowers.
- Sealed hygiene products (No. 5): Sealed goods that, for health or hygiene reasons, are not suitable for return if the seal is broken. In this case, the right of withdrawal applies in full until the customer breaks the seal after delivery.
- Indivisibly mixed goods (No. 6): Goods that, after delivery, are mixed together with other goods in a way that makes them indivisible.
- Other Exception: Another legal exception where you describe the reason yourself in a note.
Please note: A standard selection of variants such as color or size (for example, “red, size L”) does not constitute a custom-made item. Customers have a full right of withdrawal for such products. If you use the label incorrectly, you risk depriving the customer of a legal right, and you will be held liable.
How to mark a product
- Edit the product you want to exclude.
- Open the Customs, VAT, and Legal tab.
- Select the appropriate option from the "Right of Withdrawal" dropdown menu. The default value is "Standard Right of Withdrawal (14 days)," which you do not need to change for standard items.
- If desired, write a short, friendly note explaining to the customer why the item cannot be returned. The note will be displayed to the customer.
- Save the product.
What does the customer see?
This information is displayed to the customer in the digital return feature. When a customer is in the process of returning an order that contains an excluded item, a clear warning appears listing the affected items and your explanation. The customer can still submit the cancellation, and you will then review each item and decide whether to issue a refund.
In this version, the label does not automatically appear as a banner on the product page itself or in the shopping cart in the built-in themes. If you want the text to appear on the product page, you can add it via your theme.
Duty to Inform: What You Need to Remember
The notice itself is not sufficient to be legally compliant. According to Section 8(1)(11–13) of the Consumer Contracts Act, you must inform the customer of any lack of or limited right of withdrawal before the contract is concluded. If this information is missing, the cancellation period may be extended by up to 12 months (Section 19). Therefore, make sure this is also clearly stated on the product page and in your terms and conditions.
This guide is for informational purposes only and does not constitute legal advice. If you have any doubts about the rules regarding a specific product, consult an attorney specializing in consumer law.
For developers: tag multiple products via API
You can also set this flag via Shoporama’s REST API, allowing you to update multiple products at once from your own integration. On the product object, use the `withdrawal_exempt_reason` field with one of the values `made_to_order`, `perishable`, `sealed_hygiene`, `inseparable`, ` other`, or `null`, and the `withdrawal_exempt_note` field for an optional explanation. The fields are read using GET and set using PUT.
If you’re using a custom theme, the warning in the cancellation flow won’t appear automatically. You’ll need to update the theme’s own `withdrawal.html` file. Use a built-in theme’s `withdrawal.html` as a reference.
Frequently Asked Questions
Where do I set the flag, and does it require any technical knowledge?
It requires no technical knowledge. Edit the product as usual, open the “Customs, VAT, and Legal” tab, and select an option from the “Right of Withdrawal” dropdown. You can also write a short note to the customer. Remember to save.
Can I mark regular clothing by color and size to avoid returns?
No. For standard clothing items such as “red, size L,” the customer has a full 14-day right of withdrawal, even if the customer selects the color and size. This designation is only for items that are legally exempt, such as items you manufacture specifically for a single customer, fresh flowers, or sealed hygiene products.
Is the customer prevented from exercising their right of withdrawal if the item is exempt?
No. The customer receives a clear warning about the exempt items and an explanation, but can still submit a cancellation request. Afterward, it is up to you to assess each item and decide whether to issue a refund.
What does the customer see, and at what point in the process?
The customer sees this information on the digital cancellation page when the order contains an excluded item. A warning is displayed listing the affected items and your explanation. In this version, it does not automatically appear on the product page or in the shopping cart in the built-in themes.
Where can I find documentation if a dispute arises?
When a customer cancels an order online and the order contains an excluded item, Shoporama automatically adds a note to the order listing exactly which items were marked as excluded. That note remains on the order as your record in case of a future dispute or audit.
Is it enough just to check the box?
No. You must also inform the customer of the lack of a right of withdrawal before the purchase, in accordance with Section 8(1)(11–13) of the Consumer Contracts Act. Make sure this is clearly stated on the product page and in your terms and conditions. Otherwise, the cancellation period may be extended by up to 12 months.
Can I mark multiple products at once?
Yes. The fields can be set via Shoporama’s REST API, so you can update multiple products programmatically from your integration instead of one at a time in the admin panel. In this version, the selection is set per product, not per profile or variant group.
Does this work with my theme?
The warning in the withdrawal flow appears automatically in Shoporama’s built-in themes. If you have a custom theme, the theme’s own withdrawal.html file must be updated before the warning appears. This does not happen automatically.