Understanding Your Rights to Cancel or Return Goods
Understanding Your Rights to Cancel or Return Goods
When you buy goods online, over the phone, or by mail order, you have strong legal protections under UK consumer law. These rights are designed to give you confidence when shopping remotely, where you can’t inspect products in person before committing to a purchase.
Your Rights Under UK Law
The main law covering your rights is the Consumer Contracts Regulations 2013. These regulations apply to most purchases made at a distance, including online shops, phone orders, and mail order catalogues. They set out clear rules for cancellations, returns, and refunds, ensuring you can change your mind after buying.
If you want more detail about your rights when buying goods through the post, you can read our dedicated guidance.
The 14-Day Cooling-Off Period
A key protection is the 14-day “cooling-off” period. This gives you the right to cancel most purchases within 14 days of receiving your goods, for any reason – even if you simply change your mind. You don’t have to give a reason, and the seller must refund you in full, including the standard cost of delivery.
The 14 days start the day after all items in your order are delivered.
If the seller doesn’t provide clear information about your cancellation rights, the cooling-off period may be extended by up to 12 months.
For a full breakdown of your rights and how the regulations work, see the Consumer Contracts Regulations 2013.
What Can You Cancel or Return?
Most goods bought online, by phone, or mail order can be cancelled or returned within the cooling-off period. This includes clothing, electronics, homeware, and more. However, there are important exceptions:
Personalised or custom-made items (like engraved jewellery or made-to-measure curtains) usually cannot be cancelled unless faulty.
Perishable goods (such as fresh food or flowers) are generally excluded.
Sealed items (like DVDs, CDs, or software) cannot be returned if the seal is broken.
Hygiene products (such as underwear or earrings) often can’t be returned if unsealed, for health reasons.
Always check the seller’s terms and conditions for any specific exclusions.
Your Right to a Refund, Exchange, or Repair
If you cancel within the 14-day cooling-off period, you are entitled to a full refund, including the basic delivery cost. The seller must process your refund within 14 days of receiving the returned goods or evidence that you’ve sent them back.
You may also ask for an exchange or repair if the goods are faulty, not as described, or unfit for purpose, under the Consumer Rights Act 2015. These rights apply even after the cooling-off period has ended.
Time Limits and Conditions
Cancelling an order: Notify the seller within 14 days of receiving your goods.
Returning goods: You then have another 14 days to return the items after telling the seller you wish to cancel.
Refunds: The seller must refund you within 14 days of receiving the goods back (or proof of return).
You may need to pay the return postage unless the goods are faulty or not as described. Always keep proof of postage when returning items.
Understanding these rights can help you shop with confidence and resolve any issues quickly. For more detailed advice and examples, see our letter templates and further guidance throughout this page.
When and How to Cancel or Return Goods
When and How to Cancel or Return Goods
Understanding your rights and the correct process is key when you want to cancel or return goods bought online, over the phone, or by mail order. The law gives you important protections, but there are steps you should follow to ensure a smooth return or cancellation.
Identifying the Cancellation Period
For most purchases made at a distance (such as online, by phone, or mail order), the Consumer Contracts Regulations 2013 give you the right to cancel your order for a full refund. This is often called the "cooling-off period."
How long do you have?
The cooling-off period usually lasts 14 days from the day you receive your goods. If your order arrives in multiple deliveries, the period starts from the day you receive the last item.Do all goods qualify?
Some items are exempt, such as personalised or perishable goods, sealed items that cannot be returned for health protection or hygiene reasons once unsealed, and digital downloads once you’ve started downloading.
Check the seller’s terms and conditions, but remember, your statutory rights cannot be reduced by store policy.
Steps to Take Before Returning Goods
Before sending anything back, make sure to:
Keep proof of purchase:
Save your order confirmation, receipts, and any correspondence with the seller. These will help if there’s a dispute.Check the return address and process:
Follow the seller’s instructions for returns. Some may require you to use a particular service or include specific forms.Package items securely:
Return goods in their original condition and packaging where possible to avoid disputes about damage in transit.Get proof of postage:
Always obtain a proof of postage or tracking number when sending items back. This can be vital if the parcel is lost or delayed.
Before you return goods, it’s also wise to understand how to protect yourself from scams when shopping or communicating online.
Returning Faulty or Misdescribed Goods
If your goods are faulty, damaged, or not as described, you have extra rights under the Consumer Rights Act 2015:
Within 30 days:
You’re entitled to a full refund if the item is faulty or significantly different from what was advertised.After 30 days:
You may still be able to claim a repair or replacement. If this isn’t possible, you could be entitled to a partial refund.
For detailed guidance on returning faulty or misdescribed goods, including how to request a refund, repair, or replacement, visit the Which? consumer rights advice page.
If the Seller Refuses a Return or Refund
Sometimes, a seller may reject your request to cancel or return goods. If this happens:
Check your rights:
Make sure you are within the cancellation period or that your reason for return (such as a fault) is covered by law.Contact the seller in writing:
Clearly state your rights and provide evidence such as receipts and correspondence.Escalate if needed:
If the seller still refuses, you can seek advice from consumer organisations or consider making a claim through your card provider (chargeback) or small claims court.
Costs and Who Pays Return Postage
Change of mind:
If you’re returning goods simply because you changed your mind (within the 14-day cooling-off period), you may have to pay for return postage unless the seller’s policy states otherwise.Faulty or misdescribed goods:
If goods are faulty or not as described, the seller must cover the cost of return postage.
Always check the seller’s returns policy, but remember that legal rights will override any less generous store terms.
By understanding your legal rights and following the correct steps, you can make sure your cancellation or return is handled efficiently. If you need more help with specific situations, such as returning faulty goods, the external resources linked above provide further guidance.
Writing a Letter to Cancel or Return Goods
Writing a Letter to Cancel or Return Goods
When you decide to cancel or return goods bought online, over the phone, or by mail order, sending a written letter is one of the most effective ways to formally notify the seller. A written letter creates a clear record of your request and helps ensure your consumer rights are protected under the Consumer Contracts Regulations 2013. This law gives you the right to cancel most purchases made at a distance within 14 days of receiving your goods, without needing to give a reason.
Why a Written Letter Matters
A written letter acts as evidence that you have informed the seller of your intention to cancel or return the goods. This can be crucial if there is any dispute about when you contacted the seller or what you requested. Although you can often cancel by email or phone, a physical letter provides a formal and traceable record.
What to Include in Your Letter
To make your cancellation or return clear and effective, your letter should contain the following details:
Your contact information: Name, address, and any relevant account or order numbers.
Order details: What you bought, the order or invoice number, and the date of purchase.
Reason for cancellation (if applicable): While you usually don’t need to give a reason within the 14-day period, it can help clarify your request.
Your request: Clearly state whether you want to cancel the order, return the goods, and request a refund or exchange.
Date of writing: This helps establish your timeline in case of any issues.
Being Clear and Polite
It’s important to be polite but firm in your letter. Assert your rights by referencing the Consumer Contracts Regulations 2013, and make your expectations clear. For example:
“I am writing to inform you that I wish to cancel my order in accordance with the Consumer Contracts Regulations 2013.”
“Please confirm the return arrangements and process my refund promptly.”
“I look forward to your confirmation that my order has been cancelled and a refund has been issued.”
Sample Phrases for Your Letter
Here are some phrases you can use or adapt for your own cancellation or return letter:
“I am exercising my right to cancel this order within the 14-day cooling-off period.”
“Please advise how I should return the goods and when I can expect my refund.”
“Enclosed are the details of my order for your reference.”
If you need more guidance or ready-made templates, you can find useful letter templates for cancelling goods or services to help you draft your letter.
Sending Your Letter and Keeping Records
For your protection, it’s recommended to send your letter by recorded delivery or another tracked service. This way, you have proof that the seller received your cancellation or return request. Always keep a copy of your letter and any postal receipts or tracking information. These records can be invaluable if you need to follow up or escalate your complaint.
By taking these steps, you can ensure your cancellation or return is handled smoothly and that your rights as a consumer are respected.
Sample Letter Template to Cancel or Return Goods
If you’ve bought goods online, over the phone, or by mail order, you have the right to cancel your order and return the items under the Consumer Contracts Regulations 2013. You usually have 14 days from the day you receive the goods to inform the seller that you want to cancel. Using a clear, written letter can help ensure your request is processed smoothly and provides evidence of your cancellation.
Below is a sample letter template you can use to cancel or return goods. This template is suitable for most distance purchases, whether made online, by phone, or by mail order.
Sample Letter to Cancel or Return Goods
[Your Name]
[Your Address]
[Postcode]
[Email Address]
[Phone Number]
[Date]
[Seller’s Name]
[Seller’s Address]
[Postcode]
Dear Sir or Madam,
Order Reference: [Insert your order number or reference]
I am writing to inform you that I wish to cancel my order under the Consumer Contracts Regulations 2013. The details of my order are as follows:
- Order placed on: [Insert date you placed the order]
- Goods received on: [Insert date you received the goods]
- Description of goods: [Briefly describe the items you are returning]
As I am exercising my right to cancel within 14 days of receiving the goods, I request a full refund, including the standard delivery costs, as required by law.
Please let me know how you would like me to return the goods and confirm when I can expect my refund.
I look forward to your prompt response.
Yours faithfully,
[Your Name]
How to Use This Template
Fill in your details: Replace the sections in brackets with your own information, such as your name, address, and order details. Having your order number and the date you received the goods helps the seller process your request quickly.
State your request clearly: Make sure you mention you are cancelling under the Consumer Contracts Regulations 2013. This shows you are aware of your legal rights.
Send your letter: You can send your letter by email or post. If possible, use a method that provides proof of delivery, such as recorded delivery or keeping a copy of your sent email.
What to Do After Sending the Letter
Wait for a response: Sellers should reply within a reasonable time, usually within a few days, with instructions on how to return the goods.
Return the goods: Follow the seller’s instructions for returning the items. You are responsible for taking reasonable care of the goods until they are returned.
Keep records: Keep copies of all correspondence and proof of postage or return, in case there are any disputes later.
Refunds: The seller must refund you within 14 days of receiving the returned goods or evidence that you have sent them back.
Common Questions
What if the seller doesn’t respond?
If you don’t hear back, follow up with another email or letter. Keep a record of all your communications.
Can I use this template if the goods are faulty?
If your goods are faulty, you have additional rights under the Consumer Rights Act 2015. You can mention this in your letter if relevant.
Do I have to pay for return postage?
You may have to pay for return postage unless the seller’s terms say otherwise or the goods are faulty.
Using a clear, formal letter helps make the cancellation and return process as smooth as possible and protects your rights as a consumer.
Additional Guidance and Related Letters
When cancelling or returning goods bought online, over the phone, or by mail order, you may find yourself in situations that require a slightly different approach or template. Below you’ll find guidance on related scenarios, as well as links to helpful letter templates and guides for other types of cancellations.
Cancelling Services Arranged Online, by Phone, or by Mail Order
If you need to cancel a service (such as a subscription, membership, or booking) rather than physical goods, your rights may differ slightly. For example, under the Consumer Contracts Regulations 2013, you usually have 14 days to cancel many types of service contracts arranged at a distance. For a practical template and step-by-step advice, see our letter to cancel a service arranged online, over the phone or by mail order.
Cancelling Goods or Services Bought at Home or in Public Places
If you signed up for goods or services in your home (such as from a doorstep seller) or in a public place (like a shopping centre or market stall), you are generally protected by the Consumer Contracts Regulations. These give you a cooling-off period – usually 14 days – during which you can cancel without penalty. For more information and a suitable template, visit our letter to cancel goods or services bought at home or in a public place.
Understanding Hotel Cancellations and Compensation Rights
Hotel bookings and holiday accommodation often have their own cancellation policies, but you still have rights under consumer law. If your booking is cancelled by the provider, or if you need to cancel due to unforeseen circumstances, you may be entitled to a refund or compensation depending on the terms and the reason for cancellation. For more details about your rights and what steps to take, see our guide to hotel cancellations and compensation.
Cancelling Phone, Internet, or TV Contracts
Cancelling contracts for phone, broadband, or TV services can be more complex, as providers often set minimum contract terms and specific cancellation procedures. However, you still have statutory rights, especially if you are within the cooling-off period or if the provider has made significant changes to your contract. For a detailed explanation and practical steps, read our guide on cancelling your phone, internet or TV contract.
Exploring these related guides and templates can help you understand your rights in a variety of cancellation situations and ensure you use the correct approach and wording when contacting sellers or service providers. If you’re unsure which template applies to your situation, review the specific circumstances of your purchase and refer to the relevant section above for guidance.
