Which Legal Pages Are Mandatory for an Online Store in Romania (ANPC, ODR, Returns)

For an online store, the most expensive mistake isn't an unsold product — it's an ANPC (consumer protection authority) inspection that finds missing exactly the things nobody explained to you clearly. You paid for the site, uploaded the products, started the ads — and only then learn that two buttons, one page and one form are missing. The good news: the list is short, and once ticked off, you forget about it.

This article isn't about GDPR (that's a separate topic). It's strictly about what Romanian e-commerce requires on top of a privacy policy: the ANPC buttons, the return right and, from 2026, the withdrawal button.

Who you actually are: the company identification page

Before any button, a buyer needs to know who they're dealing with. The e-commerce law (Law 365/2002) requires the site to clearly show the full company name, the Trade Register number, the registered office, an email and a contact phone. It's not a lawyer's whim — it's the difference between a store people trust and one that looks like it'll vanish tomorrow.

• Put the company details in the footer and on a "Contact" / "About" page
• Add a real email and a number you actually answer
• If you're a sole trader or a company, state the exact legal form, not just a brand name

The ANPC buttons: ADR and ODR

This is where most stores fail an inspection. ANPC requires two pictograms displayed visibly, usually in the footer, on every page:

• ADR (Alternative Dispute Resolution / SAL) — links to the ANPC page about ADR
• ODR (Online Dispute Resolution / SOL) — links to the European ODR platform

The pictograms must be displayed visibly and point to the correct links — the ANPC page about ADR (SAL) and the European ODR platform (SOL). An image alone isn't enough — the link has to work. It's a few minutes of work for someone who knows, but their absence is the first thing an inspector ticks.

The return policy: the 14-day right

Any consumer who buys at a distance has the right to change their mind within 14 calendar days of receiving the product, with no explanation and no penalty. The legal basis is Emergency Ordinance 34/2014, which transposes the European consumer rights directive.

What your return page must contain:

• The clear 14-day term and when it starts (from receipt)
• The concrete procedure: how the customer notifies you, where they send the product, who pays return shipping
• The legal exceptions — not everything can be returned: personalized goods, perishable products or certain unsealed digital content

A "no returns accepted" line written across the page exempts you from nothing — the return right is set by law and can only be limited in the cases the law allows.

The 2026 change: the withdrawal button

From 19 June 2026, online stores have a new duty: a dedicated withdrawal button, right in the interface, through which the customer can start withdrawing from the contract with one click. The requirement comes from Emergency Ordinance 18/2026, which transposes a 2023 European directive.

In practice, it's no longer enough to write somewhere "you can email us to return." The button must be:

• Visible and easy to find throughout the 14-day period
• Clearly labelled, in the sense of "withdraw from the contract here"
• Followed by an automatic confirmation to the customer

If you're building your store now, ask whoever builds it to include the button from the start. It's much cheaper than bolting it on in a rush after a fine.

What it costs to get it all in order

Good news: nothing on the list above is expensive. It's configuration work, not reinventing the wheel.

When we build a store, the ANPC buttons, the return page and the identification structure come ticked off by construction. And maintenance exists precisely for moments like 19 June 2026: when the law changes, we handle the update — you don't hear about it from an inspector.

If you already have a store and aren't sure what's missing, or you want a new one built correctly from scratch, message us on WhatsApp and we'll make you a free demo of your store, with all the legal pages in place: wa.me/40750257140.

See also: how much a website costs and why I need a website.