Understanding the 14-Day Cooling-Off Period
Understanding the 14-Day Cooling-Off Period
The 14-day cooling-off period is a key consumer protection in the UK, giving you the right to cancel certain purchases within 14 days of receiving your goods or entering into a contract. This rule mainly applies to purchases made online, over the phone, or by mail order – situations where you don’t have the chance to inspect goods or services in person before buying.
When Does the Cooling-Off Period Apply?
You are entitled to a 14-day cooling-off period when you buy most goods or services without face-to-face contact with the seller. This includes:
Online purchases from UK-based retailers
Orders placed over the phone
Purchases made by mail order, including catalogues
The cooling-off period starts the day after you receive your goods. For services, it begins the day after the contract is agreed. During this time, you can change your mind for any reason and cancel your order for a full refund.
Legal Basis for the Cooling-Off Period
Your right to a 14-day cooling-off period is protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These regulations set out clear rules for distance and off-premises contracts, ensuring you have time to review your purchase and decide if it’s right for you.
Which Purchases Are Covered?
The cooling-off period generally covers:
Most goods and services bought online, by phone, or mail order
Digital content (such as downloads), although downloading may affect your right to cancel
Subscriptions and memberships bought at a distance
Exceptions: When the Cooling-Off Period Does Not Apply
There are some exceptions where the 14-day cooling-off period does not apply, including:
Custom-made or personalised items
Perishable goods (like fresh food or flowers)
Sealed items (such as DVDs or cosmetics) that have been unsealed after delivery
Hotel bookings, flights, car hire, and event tickets for specific dates
Emergency repairs or maintenance services, when you’ve specifically requested a visit
Always check the terms and conditions before making a purchase, as some sellers may also offer longer cancellation periods as part of their own policies.
Why Acting Within 14 Days Matters
It’s crucial to act quickly if you decide to cancel. If you notify the seller within the 14-day window, you are legally entitled to a refund – usually including standard delivery costs. If you wait longer, you may lose this right and have to rely on the seller’s goodwill or other consumer protections.
If you’re cancelling because the goods are faulty or not as described, you may have additional rights beyond the cooling-off period. For more about your protections in these situations, see our page on problems with purchased goods.
Understanding your rights under the cooling-off period can help you shop with confidence, knowing you have time to change your mind if something isn’t right. For the full legal details, you can read the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
How to Cancel a Purchase Within the Cooling-Off Period
When you decide to cancel a purchase within the 14-day cooling-off period, it’s important to notify the seller clearly and promptly. The cooling-off period is a legal right under the Consumer Contracts Regulations 2013, which applies mainly to purchases made online, by phone, or by mail order. Here’s how you can ensure your cancellation is valid and straightforward:
1. Notify the Seller in Writing or Verbally
You must inform the seller of your decision to cancel within 14 days of receiving the goods or, for services, within 14 days of entering into the contract. You don’t need to give a reason for cancelling. Acceptable ways to notify the seller include:
Email: Send a clear message stating you wish to cancel your purchase. Keep a copy of the sent email for your records.
Letter: Write to the seller at their official address. Sending your letter by recorded delivery gives you proof it was sent and received.
Phone: You can call the seller, but it’s best to follow up with written confirmation, such as an email, to have a record of your request.
2. Keep Proof of Cancellation
Always keep evidence that you have cancelled within the 14-day period. This might include:
Copies of emails or letters sent to the seller
Postal receipts or proof of recorded delivery
Notes of phone calls, including the date, time, and name of the person you spoke to
Screenshots of online cancellation forms or confirmation messages
Having proof can be crucial if there’s a dispute about whether you cancelled on time.
3. Use a Cancellation Letter Template
To make your cancellation clear and formal, consider using a cancellation letter template. This helps ensure you include all the necessary details, such as your order number, the date of purchase, and a statement that you are exercising your right to cancel under the Consumer Contracts Regulations. A template can also save time and reduce errors.
4. Act Quickly
The 14-day cooling-off period is strict. If you miss the deadline, you may lose your right to cancel and claim a refund. Mark the deadline on your calendar and aim to notify the seller as soon as possible after receiving your goods or entering into the contract.
By following these steps and keeping careful records, you can cancel your purchase confidently within the cooling-off period. If you need further guidance on drafting your cancellation notice, refer to the cancellation letter template for practical help.
Returning Goods After Cancellation
When you cancel a purchase within the 14-day cooling-off period, you’re responsible for returning the goods to the seller. This is an important step to complete the cancellation process and receive your refund.
How long do you have to return the goods?
Once you’ve notified the seller that you’re cancelling, you usually have 14 days to send the items back. This time frame starts from the day you inform the seller of your decision to cancel, not from when you receive their response. Make sure to check the seller’s return address and any specific instructions they provide.
Packaging and sending items safely
To avoid disputes, it’s best to return the goods in their original packaging, and in the same condition you received them. If original packaging isn’t available, use suitable materials to protect the items during transit. Always keep proof of postage or a tracking number, as you’re responsible for the goods until they reach the seller.
Who pays for return postage?
In most cases, you’ll need to pay for the cost of returning the goods unless the seller has agreed to cover this, or they failed to tell you that you’d be responsible for return costs before you bought the item. If the goods are faulty, damaged, or not as described, the seller should cover the return postage. You can find more information about your rights in these situations by reading about returns and refunds for faulty goods.
What if the goods are damaged or incomplete on return?
If the goods are returned damaged or incomplete, the seller may be entitled to reduce your refund to reflect any loss in value, unless the damage was caused by examining the goods as you would in a shop. It’s important to take care of the items and return everything that came with your order, including accessories, manuals, and free gifts.
By following these steps, you can help ensure your cancellation and return go smoothly, and that you receive the refund you’re entitled to under the Consumer Contracts Regulations 2013.
Refunds After Cancellation
When you cancel a purchase within the 14-day cooling-off period, UK law generally requires the seller to refund you the full amount you paid for the goods or services. This includes the basic cost of standard delivery, even if you paid extra for faster or premium shipping – though any additional delivery charges beyond the standard rate may not be refunded.
How Long Should a Refund Take?
After you inform the seller of your decision to cancel, they must process your refund within 14 days. This period usually starts from the day they receive the returned goods, or from the day you notify them of cancellation if no goods are involved (for example, with digital content or services).
Exceptions and Deductions
There are some important exceptions to be aware of. If you have handled or used the goods more than necessary to decide if you want to keep them – such as wearing clothing outside or removing security seals from electronics – the seller may reduce your refund to reflect any loss in value. The law allows you to inspect items as you would in a shop, but not to use them extensively.
What If Your Refund Is Delayed or Refused?
If the seller does not refund you within the required timeframe, or refuses to issue a refund, you have options. You can find out more about your rights and the steps to take if a company won’t refund you in the UK.
Payment Method and Refund Processing Times
The way you paid for your purchase can affect how quickly you receive your refund. Refunds made to credit or debit cards may take a few days to appear in your account after the seller processes them. If you paid using PayPal or another payment service, processing times can also vary. For more advice on what to do if you’re experiencing delays, see our guide to getting your money back if you paid by card or PayPal.
Understanding your rights and what to expect after cancelling a purchase can help ensure you get your money back promptly and avoid unnecessary stress. If you have further questions or encounter problems, be sure to explore the related guidance linked above.
What to Do if the Goods Are Faulty or Not as Described
When you buy something online, over the phone, or by mail order, you not only have the right to cancel within the 14-day cooling-off period, but you’re also protected if the goods are faulty, damaged, or not as described. These protections come from the Consumer Rights Act 2015, which states that goods must be as described, of satisfactory quality, and fit for purpose.
Check Your Goods Carefully
As soon as your order arrives, inspect it thoroughly. Look for any signs of damage, faults, or differences from the description provided by the seller. If you spot any issues, it’s important to act quickly and contact the seller as soon as possible.
Your Rights During the Cooling-Off Period
If you find that your goods are faulty or not as described within the 14-day cooling-off period, you can still cancel your purchase and request a refund. In this situation, you may be entitled to a full refund, including the cost of standard delivery. The seller is responsible for covering the return costs if the item is faulty or misdescribed.
Additional Rights Beyond the Cooling-Off Period
Your consumer rights don’t end after 14 days. If you discover a fault after the cooling-off period has passed, you may still be entitled to remedies such as a repair, replacement, or refund. The law gives you up to 30 days from receiving the goods to reject them and get a full refund if they are faulty. After 30 days, you may still request a repair or replacement.
What Should You Do Next?
Contact the seller as soon as you notice a problem.
Clearly explain the fault or how the goods differ from the description.
Keep records of your communication and any evidence, such as photos.
If you need more detailed information about your rights and the steps to take, see our guide on problems with purchased goods.
For practical advice on how to return faulty items and secure a refund, visit our page on returns and refunds for faulty goods.
Remember, the law is on your side if your goods are faulty or not as described. Don’t hesitate to assert your rights and seek a remedy that works for you.
Special Cases and Additional Consumer Rights
Special Cases and Additional Consumer Rights
While the 14-day cooling-off period gives you strong rights to cancel most online, phone, or mail order purchases, there are special situations and extra protections you should be aware of.
Mispriced Items
If you realise you’ve bought something at the wrong price, your rights can depend on the circumstances. For example, if a retailer has made a genuine mistake and listed a product far below its intended price, they might not have to honour the sale. However, if you’ve already paid and received confirmation, you may have grounds to keep the item or request a refund. For more detailed guidance on your options, see what to do if you bought a mis-priced item.
Suspected Stolen Goods
If you suspect that an item you’ve purchased is stolen, it’s important to act quickly. You should stop using the item and contact the seller to report your concerns. There are specific steps you can take to protect yourself and possibly recover your money. Learn more about your rights and what to do if you think you’ve bought stolen goods.
If the Company Stops Trading
Sometimes, a company might go out of business after you’ve cancelled an order but before you’ve received your refund. In these cases, it can be more difficult to get your money back, especially if the business is insolvent. You may need to contact your bank or credit card provider to see if you can make a claim. For more information on your options in this situation, read about what to do if a company stops trading or goes out of business.
Refunds for Digital Downloads
Digital content, such as music, films, or software, is treated differently under UK law. If you download digital content and it turns out to be faulty, you have the right to a repair, replacement, or refund. However, if you start downloading or streaming immediately, you may lose your right to cancel unless the content is faulty. Find out more about your rights to refunds for faulty digital downloads.
Cancelling Insurance Policies
Insurance policies bought online or over the phone also come with cooling-off rights, usually giving you 14 days to cancel for any reason. The process and any fees involved can differ from standard goods and services. To understand your options and any costs, see our guide on cancelling an insurance policy.
Recognising Scams and Counterfeit Goods
It’s important to be cautious when shopping online, as scams and fake goods are common. Before making a purchase, especially from unfamiliar sellers, take steps to check if something might be a scam. If you receive goods that you suspect are counterfeit, you should report fake or counterfeit goods to help protect yourself and others.
Compensation for Damaged Goods
If a product you’ve purchased causes damage to your property or injures someone, you may be entitled to compensation. This could include repairs, replacements, or even legal action in serious cases. For practical steps and further advice, see how to claim compensation if an item or product causes damage.
Understanding these special cases and additional rights can help you make informed decisions and ensure you’re fully protected when cancelling a purchase or dealing with unexpected problems. If you’re unsure about your situation, explore the linked guides for more tailored advice.
If You Have Problems Getting Help or a Refund
If you have problems getting help or a refund after cancelling your purchase within the 14-day cooling-off period, there are several steps you can take to resolve the issue.
First, it’s important to know your rights under the Consumer Contracts Regulations 2013. These rules give you the legal right to cancel most online, phone, or mail order purchases within 14 days and receive a full refund, including standard delivery costs. If a seller refuses to accept your cancellation or delays your refund, remind them of these regulations in your communication.
If the seller still won’t cooperate, make sure you keep a record of all correspondence, including emails, letters, and notes from any phone calls. This evidence will be helpful if you need to escalate your complaint.
You can formally raise your concerns by following the consumer service complaints procedure, which outlines the best way to contact the company, what information to provide, and how to present your case clearly. Be specific about what you want – such as a refund or confirmation of cancellation – and set a reasonable deadline for a response.
If the company continues to refuse your refund or does not respond, you can find step-by-step guidance on what to do if a company won’t refund you in the UK. This includes tips on escalating your complaint, involving your card provider for chargeback, or considering alternative dispute resolution.
For independent advice and support, you can turn to organisations such as Citizens Advice, which offers practical guidance on cancelling services within the cooling-off period and what to do if things go wrong.
If you are still unable to resolve the problem, you may be able to take your complaint to an ombudsman or another independent body. These organisations can review your case and help mediate a solution.
Finally, if you need more support or want to explore your options further, see our guide on what to do if you need more help about a consumer issue.
Remember, always keep copies of all correspondence and receipts, as well as any evidence of your attempts to cancel and request a refund. This documentation will be crucial if you need to escalate your complaint or seek further help.
