Understanding Your Rights When Cancelling Purchases Made at Home or in Public Places
When you buy goods or services at home – such as from a doorstep seller – or in public places like exhibitions, fairs, or even on the street, you are protected by specific consumer laws in the UK. These rules are designed to give you confidence and control over your purchases, especially when you may not have expected to make a decision on the spot.
Your Right to Cancel: The Cooling-Off Period
Under the Consumer Contracts Regulations 2013, you generally have the right to cancel most goods or services bought away from a trader’s business premises. This includes purchases made at your home, your workplace, or in a public place. The law gives you a 14-day “cooling-off period” starting from the day you receive your goods or, for services, from the day after the contract is agreed.
During this period, you can change your mind for any reason – no explanation is needed. To exercise this right, you must notify the seller in writing. Sending a clear cancellation letter is the best way to prove you have acted within the legal timeframe.
When Does the Right to Cancel Apply?
Your cancellation rights cover most contracts made at a distance or off-premises, including:
Doorstep sales at your home or workplace
Purchases at a temporary stall or event in a public place
Agreements made after an unsolicited visit by a trader
However, some exceptions apply. You usually cannot cancel if:
The goods are made to your specifications or are clearly personalised
The goods are perishable or have a short shelf life (such as fresh food)
You have unsealed items like CDs, DVDs, or software
The service has been fully performed with your consent before the cooling-off period ends
For a detailed summary of your rights and the full list of exceptions, see the Consumer Contracts Regulations 2013.
Why Acting Quickly Matters
To make sure your cancellation is valid, it’s important to act promptly. The clock starts ticking as soon as you receive your goods or agree to the service contract. If you miss the 14-day window, you may lose your right to cancel and could be bound by the contract.
Always put your cancellation in writing – by letter or email – so you have a clear record. Keep copies of all correspondence and any proof of posting or delivery.
Protecting Yourself from Unfair Practices
Doorstep and public place sales can sometimes be high-pressure or even misleading. It’s wise to stay alert and know your rights before agreeing to any purchase. For practical advice on staying safe, read these tips on recognising and avoiding scams.
Understanding your cancellation rights empowers you to make informed decisions and act quickly if you change your mind about a purchase. For step-by-step guidance on writing an effective cancellation letter, explore the rest of this page.
When and How You Can Cancel Goods or Services Bought at Home or in a Public Place
When and How You Can Cancel Goods or Services Bought at Home or in a Public Place
Understanding your right to cancel goods or services bought at home or in a public place is essential for protecting yourself as a consumer. In the UK, these types of purchases are often covered by the Consumer Contracts Regulations 2013, which give you a legal "cooling-off period" – a specific window of time when you can change your mind and cancel the contract without penalty.
What Is the Cooling-Off Period?
The cooling-off period is usually 14 days, starting from the day after you receive your goods or, for services, the day after the contract is agreed. This rule applies to purchases made:
During a visit from a trader to your home (sometimes called "doorstep sales")
At a public place away from the trader’s usual business premises (for example, at a stall in a shopping centre or a temporary market)
If you want to learn more about your rights under these rules, see the Consumer Contracts Regulations 2013.
Does Your Purchase Qualify for Cancellation Rights?
Not every purchase is covered by the cooling-off period. You are generally entitled to cancel if:
The goods or services were bought at your home, your workplace, or a public place away from the seller’s normal business address
The total value is more than £42
However, some exceptions apply. For example, you usually cannot cancel if you have ordered personalised goods or items made to your specific requirements. Perishable items and urgent repairs may also be excluded.
How to Cancel: Steps to Take
If you decide to cancel, follow these steps to ensure your rights are protected:
Act Quickly: Notify the seller in writing within the 14-day cooling-off period. If you wait too long, you may lose your right to cancel.
Send a Written Notice: Although some sellers provide a cancellation form, you can also write your own letter or email. Clearly state that you wish to cancel, include your order details, and keep a copy for your records.
Return the Goods: If you have received goods, you must return them within 14 days of notifying the seller. You may have to pay the return postage, unless the goods are faulty or the seller did not inform you about return costs.
Refunds: The seller must refund you within 14 days of receiving the goods back, or within 14 days of you providing evidence that you’ve returned them.
If the Seller Refuses Your Cancellation
If a seller refuses to accept your cancellation or does not refund you as required, you have options. First, double-check that your purchase is eligible for cancellation under the law. If you are confident you have acted within your rights, you can escalate the issue. Find out how to raise a complaint about a service if you need further support.
Remember, knowing your rights and acting promptly is the key to a smooth cancellation process. For more detailed information on exceptions and your specific situation, review the Consumer Contracts Regulations 2013 or check your rights regarding personalised goods.
Writing Your Letter to Cancel Goods or Services Bought at Home or in a Public Place
When you decide to cancel goods or services bought at your home, on your doorstep, or in a public place, it’s important to write a clear and effective cancellation letter. This not only protects your rights under the Consumer Contracts Regulations 2013 but also helps ensure your request is processed smoothly. Here’s what to include and how to make your letter as effective as possible.
What to Include in Your Cancellation Letter
To make your cancellation letter straightforward and legally effective, be sure to include:
Your details: Your full name, address, and contact information so the seller can identify your purchase.
Purchase details: A clear description of the goods or services you’re cancelling, including any reference or order numbers.
Date of purchase: When you agreed to buy the goods or services. This is important, as you usually have 14 days from the date of receiving goods or entering into a service contract to cancel.
Statement of cancellation: Clearly state that you wish to cancel the contract. You don’t need to give a reason if you’re within your cancellation period.
Request for refund (if applicable): If you’ve already paid, politely request a full refund in line with your statutory rights.
Supporting documents: Include copies (not originals) of receipts, contracts, or any correspondence related to your purchase.
Tips for Writing an Effective Cancellation Letter
Be clear and polite: Clearly state your intention to cancel, but keep your tone courteous and professional.
Reference your rights: Mention that you are exercising your right to cancel under the Consumer Contracts Regulations 2013.
Keep it concise: Provide the necessary information without unnecessary detail.
Request confirmation: Ask for written confirmation that your cancellation has been received and processed.
How to Send Your Cancellation Letter
Send your letter as soon as possible, ideally within the 14-day cooling-off period. For added protection:
Use recorded delivery: Send your letter by recorded or tracked delivery so you have proof it was sent and received.
Keep copies: Keep a copy of your letter and any supporting documents for your records, along with the proof of posting.
Sample Structure and Useful Phrases
Here’s a suggested structure and wording for your letter:
[Your Name]
[Your Address]
[Date]
[Seller’s Name]
[Seller’s Address]
Dear Sir/Madam,
Re: Cancellation of [describe goods/services, order number]
I am writing to inform you that I wish to cancel my contract for the [goods/services], ordered on [date], under my rights provided by the Consumer Contracts Regulations 2013. Please confirm in writing that you have received this cancellation and arrange for a full refund of any payments made.
I have enclosed a copy of my receipt/contract for your reference.
Yours faithfully,
[Your Name]
You can find further practical guidance and sample letters for cancelling services at cancellation letter.
If you need more examples or want to see other types of cancellation letters, explore our collection of more letter templates for cancelling goods or services.
By following these steps, you can ensure your cancellation letter is clear, effective, and gives you the best chance of a smooth refund process.
Additional Resources and Related Letters for Cancelling Purchases
When cancelling goods or services bought at home or in a public place, you may also need guidance on similar situations or next steps. Below you’ll find links to related letter templates and resources to help you manage cancellations in other circumstances, as well as information on dealing with payment or digital product issues.
Cancelling Services Arranged Online, by Phone, or Mail Order
If you arranged for a service – such as a subscription, repair, or membership – through a website, over the phone, or by mail, different cancellation rules may apply. For example, under the Consumer Contracts Regulations 2013, you usually have a 14-day “cooling-off” period to cancel most services bought at a distance. For help with these situations, use our letter to cancel a service arranged online, over the phone or by mail order.
Cancelling or Returning Goods Bought Online, by Phone, or Mail Order
When you buy goods online, over the phone, or by mail order, you have strong legal rights to cancel or return your purchase. The law generally gives you 14 days from receiving the goods to notify the seller of your intention to cancel, and a further 14 days to return them. For step-by-step guidance and a template to use, see our letter to cancel or return goods bought online, over the phone or by mail order.
Cancelling Digital Products: Apps, Software, or Downloads
Digital products – such as apps, downloadable software, or games – are covered by specific rules. Once you start downloading or streaming, your right to cancel may end if you agreed to this at the time of purchase. If you encounter problems with a digital product or want to know more about your rights to cancel, visit our guide on cancelling apps, software or downloads.
Dealing with Credit or Payment Issues After Cancellation
After you cancel a purchase, you may face issues such as delays in getting a refund, problems with direct debits, or disputes over credit card charges. If you need to write to your credit provider or take further action to resolve a payment issue, our letter templates for credit-related issues can help you communicate your concerns clearly and effectively.
Exploring these resources can help you handle a wide range of cancellation scenarios confidently and ensure your consumer rights are protected. If you’re unsure which template to use, review the details of your purchase and check which legal rules apply – distance selling, on-premises, or digital goods – before taking your next step.
