💡 Please contact customer support to add the right to withdrawal setting to your Box office.
EU regulations give customers the right to withdraw from a purchase of non-ticket items (such as products and add-ons) within 14 days of placing their order. From 19th June 2026, online sellers are required to provide a clear, accessible way for customers to exercise this right.
If you sell products or add-ons to EU customers through your Ticket Tailor box office, this feature may apply to you.
Please note: The right of withdrawal feature is provided as a convenience to help you offer this option to your customers. EU withdrawal rights are a legal requirement, and the rules around eligibility, timeframes, and process can vary depending on your events and circumstances. It's your responsibility to ensure your use of this feature complies with the laws that apply to your business. We'd recommend checking with a legal professional if you're unsure. Ticket Tailor can't be held liable for any non-compliance.
How to enable right of withdrawal for products in your box office?
Contact customer support to ask us to enable this feature.
Once we've added it to your box office, head to Settings and select the tick-box called Offer EU right of withdrawal.
If you would like to enter custom wording, based on specific guidance, you can do so by typing in the text boxes.
What will customers buying products from EU Box offices see, and how will I be notified about a withdrawal request?
Customers who buy products from event organisers based in the EU will see a withdrawal button in their order confirmation email. The link is valid for 14 days from the date of purchase, in line with the statutory withdrawal window.
When a customer clicks the link, they're taken to a secure page where they can confirm their details and submit their withdrawal request.
They just need to enter their name, and tick to select which item they want to withdraw from. Then, tick a checkbox to confirm. No login is required.
The customer also receives a confirmation that their request has been received.
Once a request is submitted, you'll receive an email (to the email address listed in your Contact preferences) so you can review it and respond directly to your customer.
It's then your responsibility as the event organiser to review the request and respond to your customer.
Does the right of withdrawal apply to tickets?
No. Tickets for dated events are exempt from the right of withdrawal under EU law.