Returns and Right of Withdrawal

• The clock starts on delivery. Not on the order date. The module reads the real delivery moment from the order state, the delivery date or your fulfilment module, and anchors the 14 days there.
• Split deliveries wait for the last parcel. An order that arrives in two boxes gets one deadline, driven by the second box, which is what Article 9 actually requires.
• The customer sees the countdown. On the order page and in order history, with the last days highlighted, so nobody has to email you asking whether they are still in time.
• You approve or decline with a reason. The justification is mandatory on both, it is recorded on the timeline, and a decline is shown to the customer verbatim.
• The refund includes the delivery you charged. Worked out for you, capped at your cheapest standard option, so an express upgrade the customer chose does not come out of your pocket.
• The model withdrawal form is generated per language. A real Annex I(B) PDF, attached to the order confirmation, which is what the durable medium requirement asks for.
• Digital and made-to-order goods are handled honestly. Exclusions apply only when they genuinely apply, and the module leaves the right intact when it cannot prove otherwise.
• It runs itself. No developer, no theme edits, and it works whether PrestaShop merchandise returns are switched on or off. PrestaShop 1.6 through 9.
  
  

PrestaShop starts counting on the wrong day

Native merchandise returns give the customer a form and give you a log. What they do not give you is the clock. PrestaShop has no idea that the withdrawal period runs from the day the goods arrive rather than the day the order was placed, so a shop that measures from the order date quietly cuts days off a right the customer still holds, and a shop that measures generously refunds returns it never owed.

This module resolves the actual delivery moment and anchors the window there. It looks for a recorded delivery, then a delivered order state, then the delivery date on the order, then the carrier row. When it genuinely cannot tell, it does not guess: the window simply has not started, and the return stays open.

One order in two boxes is still one deadline

Partial deliveries are where most return policies quietly break. If half an order arrives on Monday and the rest on Friday, the customer does not get two separate deadlines. The period runs from the last item, and a shop that expires the first half early is refusing a return it is required to accept.

The module tracks delivery per line, so you can see exactly when each item landed, and still applies one deadline to the order. Line level dates are shown for your own records, but they can never expire ahead of the order deadline.

The customer stops asking whether they are still in time

The return panel appears on the order page with a live countdown, and the last few days are marked so the urgency is obvious without reading a date. From there the customer picks quantities, optionally gives a reason, attaches photos if you allow it, and sends the request.

Asking for a reason is optional on purpose. A withdrawal is exercised without giving any reason at all, so the field is off by default and the page says so.

Refunding the delivery cost you charged

This is the part that costs shops money in disputes. When a customer withdraws from a whole order, the delivery charge goes back too. Not the express upgrade they chose, but the cheapest standard option you offer, which the module caps for you automatically.

Every amount comes with its reasoning written next to it, so when you approve a refund you can see why the delivery line is included or excluded, and why return postage falls on you or on the customer. Refunds are recorded once, whatever happens to the button.

A decision you can defend later

Approving and declining both require a justification. It is recorded against the case with who made it and when, and a decline is shown to the customer in your own words rather than as a bare refusal.

Every state change, tracking number, note and refund lands on one timeline, so months later the case still explains itself.