Understanding Unsolicited Goods and Services
When you receive goods or services you didn’t ask for, these are known as “unsolicited goods or services” under UK law. This situation can be confusing and worrying, especially if you’re concerned about being charged or pressured to pay for something you never wanted or agreed to.
What Are Unsolicited Goods and Services?
Unsolicited goods or services are items or work sent or provided to you without your request, order, or prior agreement. This could be anything from receiving a package you never ordered, to a company carrying out work at your property that you didn’t authorise. Under the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Contracts Regulations 2013, you are protected from being forced to pay for these unwanted deliveries or services.
Why Might You Receive Unsolicited Items?
There are several reasons why you might find yourself with goods or services you didn’t ask for:
Mistakes or mix-ups: Sometimes, companies make genuine errors with addresses or orders.
Marketing tactics: Some businesses might send unsolicited samples or products hoping you’ll decide to keep and pay for them.
Scams or pressure selling: In rare cases, unscrupulous traders may send goods or perform services without your agreement, then demand payment.
Your Rights as a Consumer
If you receive unsolicited goods or services, the law is on your side. You are under no legal obligation to pay for them or to return the goods. In fact, it is illegal for a business to demand payment for something you did not order. The law treats these goods as an “unsolicited gift,” meaning you can keep them if you wish.
If a company tries to pressure you into paying, or threatens legal action, you have the right to refuse. You should not be made to feel responsible for goods or services you didn’t request.
Legal Protections Against Unwanted Charges
UK consumer law clearly states that:
You cannot be required to pay for unsolicited goods or services.
Traders are not allowed to threaten or harass you into making payments.
Any demand for payment for unsolicited goods or services is considered an unfair commercial practice and is prohibited.
If you’re unsure how to respond, or want to make your position clear in writing, you can use a formal letter. For more guidance and other useful templates, see our letter templates for problems with goods or services.
In summary, if you receive goods or services out of the blue, you are protected by law. There’s no need to worry about unexpected bills or obligations – just make sure to communicate your position clearly if contacted by the company.
What to Do When You Receive Goods or Services You Didn’t Ask For
What to Do When You Receive Goods or Services You Didn’t Ask For
Receiving goods or services you never ordered can be confusing and worrying. In the UK, consumer law protects you from being forced to pay for unsolicited goods or services. Here’s what you should do if you find yourself in this situation:
1. Don’t Use or Dispose of the Goods Immediately
If you receive a parcel or a service you didn’t request, avoid using, damaging, or disposing of it straight away. This helps make sure you don’t accidentally accept responsibility for the item before you know your rights.
2. Check If the Delivery Was a Mistake
Sometimes, goods are delivered to the wrong address or meant for someone else with a similar name or nearby address. Double-check the packaging for the recipient’s details. If it’s clearly a delivery error, you might find our guide on handling goods delivered to the wrong address helpful.
3. Confirm the Goods or Services Are Unsolicited
Unsolicited goods are items or services sent to you without your request or agreement. Under the Consumer Protection from Unfair Trading Regulations 2008, it is illegal for traders to demand payment for goods or services you did not order. If you haven’t signed a contract, agreed to a free trial, or responded to any offers, the goods are likely unsolicited.
However, if you’ve recently cancelled an order, check your bank statements and emails to make sure the company hasn’t processed your request by mistake.
4. Be Alert for Scams
Some scammers send goods or offer services hoping you’ll pay for them out of confusion or concern. Be wary if you receive unexpected parcels, especially if you’re asked for payment after the fact. For practical advice on recognising suspicious deliveries and protecting yourself, see our tips on spotting and avoiding scams.
5. Know Your Rights
You are not legally required to pay for unsolicited goods or services. If a business tries to demand payment, they are breaking the law.
You do not have to return the goods unless the sender arranges for collection at their own expense. You must not deliberately damage or dispose of the goods, but you are under no obligation to store them indefinitely.
If the goods remain uncollected after six months, they become legally yours.
6. If You Suspect a Delivery Error
If you think the goods were meant for someone else, contact the delivery company or the sender, if you can identify them. Do not open or use the product. For step-by-step advice, see our section on handling goods delivered to the wrong address.
7. Keep Records
Keep all packaging, receipts, and any communication from the sender. If you receive any letters or calls demanding payment, keep a record. This can help if you need to prove you did not order the goods or services.
8. Report Persistent Problems
If a company continues to pressure you for payment or sends repeated unsolicited goods, you can report them to Trading Standards through your local council.
By following these steps, you can protect yourself from unwanted charges and make sure your consumer rights are respected. If you need to draft a letter to refuse payment or clarify your position, our page offers guidance on what to include and how to communicate clearly with the sender.
Writing a Letter to Inform the Sender You Did Not Order the Goods or Services
When you receive goods or services you did not order, it’s important to let the sender know as soon as possible. Writing a clear letter serves several purposes: it creates a formal record of your response, helps prevent unwanted charges, and asserts your rights under UK consumer law. According to the Consumer Protection from Unfair Trading Regulations 2008, you are not obliged to pay for goods or services sent to you without your request – these are often referred to as “unsolicited goods.”
What to Include in Your Letter
To make your letter effective, be sure to cover the following key points:
Description of the goods or services: Clearly state what you received. For example, “a set of kitchen knives” or “window cleaning services.”
Date received: Note when the goods arrived or when the service was provided.
Statement that you did not order them: Make it clear that you did not request or agree to receive these goods or services.
Refusal to pay or accept: State that you do not accept responsibility for payment or return, as you did not place an order.
Request for confirmation: Ask the sender to confirm in writing that you will not be charged and that you are not required to return the goods unless they arrange collection at their own expense.
Example Structure for Your Letter
You can use a simple structure to make your message clear:
Introduction: State your name, address, and the purpose of your letter.
Details of the goods or services: Describe what you received and when.
Statement of non-order: Clearly say you did not order these goods or services.
Refusal to pay or accept: Make it clear you are not responsible for payment or return.
Request for confirmation: Ask for written assurance that you will not be charged and that no further action is required from you.
Polite closing: Thank the sender for their attention and include your contact details.
Tone Tips
Be polite but firm: You are within your rights, so there’s no need to be apologetic.
Keep it factual: Stick to the facts and avoid emotional language.
Request clarity: Ask for a clear response in writing to avoid any confusion in the future.
If you need help with wording or want to see other examples, you can find more letter templates for problems with goods or services to guide you.
By sending this type of letter, you protect yourself from unexpected charges and make your position clear if the sender tries to pursue payment. Remember, under UK law, you cannot be forced to pay for or return unsolicited goods unless the sender arranges collection at their own cost.
Your Consumer Rights Regarding Unsolicited Goods and Services
When you receive goods or services you did not ask for – known as unsolicited goods or services – you have strong legal protections under UK law. It’s important to know your rights so you don’t end up paying for something you never wanted or feeling pressured by the sender.
You are not obliged to pay for unsolicited goods or services
Under the Consumer Contracts Regulations 2013, you are not legally required to pay for goods or services that you did not order. If a company or individual sends you items out of the blue, you have no obligation to pay for them, even if you have used or kept the goods. This protection is designed to stop businesses from sending you things you didn’t request and then demanding payment.
You do not have to return unsolicited goods unless the sender arranges and pays for return
You also do not have to go out of your way to return unsolicited goods. The sender can request that you return the items, but they must cover all costs for returning them. If they do not make arrangements or offer to pay for postage, you are not responsible for sending the goods back yourself. You should not be left out of pocket or inconvenienced for something you didn’t order.
Legal protections under the Consumer Contracts Regulations and other UK laws
The Consumer Contracts Regulations 2013 set out your rights when it comes to distance selling and unsolicited goods. These regulations make it clear that:
It is unlawful for businesses to demand payment for unsolicited goods or services.
If you receive something you didn’t order, you can treat it as an unconditional gift.
The sender cannot threaten you with legal action or demand payment.
These rules are backed up by other consumer protection laws in the UK, which are designed to prevent unfair trading practices and protect you from scams.
What to do if the sender tries to charge you or insists on return
If you receive a demand for payment for unsolicited goods or services, do not pay. Instead, respond in writing to explain that you did not order the goods and are not liable for any charges. You can use a clear and polite letter to state your position and refer to your rights under the Consumer Contracts Regulations 2013. If the sender continues to pressure you, keep a record of all communications and seek further advice from a consumer protection body if needed.
If the sender asks you to return the goods, you can request that they arrange and pay for the return postage. Until they do, you are not required to send the items back.
How warranties or guarantees apply in these situations
Warranties and guarantees generally only apply to goods or services you have actually purchased. If you did not order the item, you are not covered by – or responsible for – any warranty or guarantee attached to it. If you later decide to keep the item, you may want to check whether you have any protection, but in most cases, unsolicited goods are not eligible for standard aftercare. For more information on your rights in these situations, see our guidance on claiming using a warranty or guarantee.
Understanding your rights means you can confidently respond if you receive goods or services you didn’t ask for – protecting yourself from unwanted charges and unfair demands. For more details on your rights, you can read the Consumer Contracts Regulations 2013.
Handling Unsolicited Goods That Are Faulty or Misdescribed
If you receive goods you did not order and they turn out to be faulty or not as described, it’s important to understand both your rights and the best steps to take. Unsolicited goods – items sent to you without your request – are covered by specific rules in UK consumer law, and you are not obliged to pay for them or return them. However, if these goods are also faulty or misdescribed, you may wish to take further action to protect yourself and prevent future problems.
What to Do If Unsolicited Goods Are Faulty or Misdescribed
First, check that you truly did not order the goods. Sometimes, companies send items by mistake, or as part of a marketing scheme. If you are sure the goods are unsolicited, you generally have no obligation to pay for them, return them, or even store them safely for the sender. Under the Consumer Protection from Unfair Trading Regulations 2008, it is unlawful for traders to demand payment for unsolicited goods.
If the goods are also faulty (for example, broken, not working, or unsafe) or misdescribed (not matching the description provided), you can make a complaint to the sender. While you still have no obligation to pay, making a formal complaint can help prevent the company from attempting to charge you or contacting you again. It also creates a clear record in case there are future disputes.
Your Rights to Complain and Seek Remedies
You have the right to inform the sender that:
The goods were not ordered.
The goods are faulty or not as described.
You do not accept any obligation to pay or return the items.
You are not required to take care of unsolicited goods, but you may wish to keep a record of their condition and any correspondence with the sender. If the company continues to demand payment or harasses you, this could be considered an unfair trading practice, and you can report it to Trading Standards.
How to Write Complaint Letters About Faulty or Misdescribed Unsolicited Goods
When writing to the sender, clearly state:
That you did not order the goods.
The nature of the fault or misdescription.
That you are not liable for any payment or return.
That you expect no further contact demanding payment.
Keep your letter polite but firm. Include any evidence, such as photos of the goods or copies of correspondence. Sending your letter by recorded delivery can provide proof that you contacted the company.
If you are dealing with a situation where you did order goods but they are faulty, you should follow different procedures. See our letter to complain about faulty goods for guidance on how to address issues with faulty items you have purchased. If faulty goods were supplied as part of a service, refer to our letter to complain about faulty goods supplied with a service. For goods bought on hire purchase, see letter to complain about faulty goods bought on hire purchase. If the goods are not as described, our letter to complain about misdescribed goods can help you draft the right complaint.
Differences Between Unsolicited Goods and Faulty Goods Complaints
It’s important to distinguish between complaints about unsolicited goods and complaints about faulty goods you’ve actually ordered. With unsolicited goods, your main right is not to pay or be harassed for payment. With goods you have purchased, you have specific rights under the Consumer Rights Act 2015, including the right to a repair, replacement, or refund if the goods are faulty or misdescribed.
If you are unsure whether the goods were truly unsolicited, check your records and any communications from the company. When in doubt, contacting the company in writing is the best way to clarify the situation and protect your rights.
By understanding your rights and responding appropriately, you can avoid unwanted charges and ensure you are not held responsible for goods you never asked for.
When to Take Further Action: Setting Deadlines and Court Warnings
When to Take Further Action: Setting Deadlines and Court Warnings
If you’ve received goods or services you didn’t ask for and your initial letter hasn’t resolved the issue, it may be time to take further action. Acting promptly and keeping a clear record will help protect your rights and show that you’re serious about resolving the problem.
Making Time of the Essence
To encourage a swift response from the trader, you can make “time of the essence” in your communications. This means you set a clear deadline for the trader to resolve your complaint – such as removing the goods or confirming you won’t be charged. If the trader fails to meet your deadline, you can then escalate the matter. For practical guidance on how to set these deadlines, see our letter to make time of the essence goods.
Warning the Trader About Court Action
If the trader ignores your deadline or continues to demand payment, your next step could be to warn them that you may take legal action. This is often done by sending a formal letter stating your intentions. Such a letter should clearly outline the problem, reference any previous communication, and give the trader a final chance to resolve the issue before you consider court proceedings. For a template and step-by-step advice, read our letter to warn trader about court action for faulty goods or refer to the Citizens Advice guide on writing letters that warn the trader about potential court action.
When and How to Escalate Legally
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you are not obliged to pay for or return unsolicited goods. If the trader still pursues you for payment or fails to remove the goods after you’ve set a reasonable deadline and warned them of court action, you may need to escalate the dispute. This could involve making a formal complaint to a relevant ombudsman, seeking free advice from Citizens Advice, or starting a small claim in court.
Documenting Your Communications
Throughout this process, it’s crucial to keep a record of all correspondence. Save copies of every letter, email, and note any phone calls (including dates, times, and what was discussed). This documentation can be vital if you need to prove your case later, whether to an ombudsman or in court.
By following these steps – setting clear deadlines, issuing warnings, and keeping thorough records – you strengthen your position and help ensure your rights are respected. If you need further support, explore related topics like how to draft a letter to make time of the essence goods or a letter to warn trader about court action for faulty goods to guide your next steps.
Dealing with Counterfeit or Fake Goods You Didn’t Order
Receiving counterfeit or fake goods you didn’t order can be confusing and concerning. It’s important to know how to spot these items, understand why reporting them matters, and take the right steps to protect yourself and others.
How to Identify Counterfeit or Fake Goods
Counterfeit goods are imitation products made to look like genuine branded items, but they are often of poor quality and may not meet UK safety standards. Common signs that goods may be fake include:
Unusual packaging: Misspellings, low-quality printing, or missing safety labels.
Poor workmanship: Flimsy materials, uneven stitching, or parts that don’t fit properly.
Suspicious branding: Logos or trademarks that look slightly different from the official brand.
Unexpected source: The item arrives from an unfamiliar company or address, or you never placed an order for it.
If you’re unsure whether an item is genuine, compare it to an official product on the brand’s website or contact the brand’s customer service for guidance.
Why It’s Important to Report Fake or Counterfeit Items
Reporting counterfeit goods is crucial for several reasons:
Safety risks: Fake goods, especially electronics, cosmetics, or toys, can be dangerous and may not comply with UK safety regulations.
Protecting your rights: By reporting, you help prevent being wrongly charged or held responsible for unsolicited items.
Fighting crime: Counterfeit goods are often linked to organised crime and fraud. Reporting helps authorities track and stop illegal activity.
Protecting others: Your report can help prevent others from being targeted by similar scams.
Steps to Take If You Receive Counterfeit Goods Unsolicited
Do not use the goods. Using counterfeit items can be unsafe.
Do not pay or return the item unless instructed by authorities. Under the Consumer Protection from Unfair Trading Regulations 2008, you are not obliged to pay for or return unsolicited goods.
Keep all packaging and correspondence. This can be useful evidence if you need to make a report.
Contact the sender if details are available. Make it clear you did not order the item and do not intend to pay.
Report the goods to the authorities. It’s important to report fake or counterfeit goods so that the appropriate agencies can investigate and take action.
Protecting Yourself and Others
By taking prompt action and reporting unsolicited counterfeit goods, you help protect yourself from potential scams and contribute to wider efforts against counterfeit crime. Remember, you are not legally required to pay for or return goods you did not order. Always stay vigilant and keep records of any suspicious deliveries.
For more information or to take action, you can report fake or counterfeit goods directly to the relevant UK authorities.
Additional Consumer Protection Topics Related to Unsolicited Goods
When you receive goods or services you didn’t ask for, it’s important to know you’re protected by UK consumer law. But issues with unsolicited goods can sometimes overlap with other common consumer problems, such as disputes over insurance policies or difficulties with other types of goods and services. Understanding these related topics can help you protect your rights more effectively.
How Unsolicited Goods Issues Relate to Insurance Policies
Unsolicited goods often arrive unexpectedly, and you may worry about being charged or held responsible for something you never agreed to. A similar situation can arise with problems with insurance policies, such as being signed up for a policy you didn’t request or being charged for cover you didn’t agree to. In both cases, UK law protects you from being forced to pay for something you did not expressly order or consent to. The Consumer Contracts Regulations 2013 make it clear that you have no obligation to pay for unsolicited goods or services, and the same principle often applies to unwanted insurance policies.
If you find yourself with an insurance policy or renewal you didn’t ask for, you should act quickly: contact the provider in writing to dispute the policy, and keep a copy of your correspondence for your records. This approach is very similar to dealing with unsolicited goods, where a clear written response helps protect your rights.
Other Letter Templates for Common Consumer Problems
If you’re facing other issues with goods or services – such as receiving faulty items, not getting what you paid for, or struggling to get a refund – there are specific letters you can use to make your case. You can explore a full range of letter templates for problems with goods or services to help you communicate effectively with traders, service providers, or insurers. These templates are designed to cover a variety of situations, making it easier to assert your consumer rights and get the resolution you need.
Where to Find More Help and Advice
If you’re unsure about your rights or need further support, don’t hesitate to seek advice. Consumer protection laws – such as the Consumer Contracts Regulations 2013 and the Consumer Protection from Unfair Trading Regulations 2008 – give you strong rights when dealing with unsolicited goods or services. If your situation is complex, or if a company continues to demand payment for something you didn’t order, consider contacting a consumer advice service or a local Citizens Advice office for tailored guidance.
Remember, you are never legally obliged to pay for goods or services you did not request. By understanding your rights and using the right letter templates, you can confidently handle unsolicited goods and related consumer problems.
