Cancelling Online and Phone Purchases in the UK: The 14-Day Cancellation Period, Refunds and Exceptions Under the Consumer Contracts Regulations 2013

A consumer who buys from a trader online, by phone or by post can usually change their mind for a limited period. The right comes from Part 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which the version on legislation.gov.uk marks as applying across the UK. This guide summarises the provisions on cancellation, refunds and exceptions. Rights for faulty goods arise separately, under our guide to the Consumer Rights Act 2015. This is general information, not legal advice.

Which contracts are covered

Regulation 27 says Part 3 applies to distance and off-premises contracts between a trader and a consumer. It does not apply to passenger transport services, and it does not apply to off-premises contracts where the payment is not more than £42. A purchase made in a shop is not a distance contract, so the cancellation period does not apply to it.

The cancellation period and when it starts

Under regulation 29, a consumer may cancel a distance or off-premises contract during the cancellation period without giving any reason and without liability, other than the specific costs the regulations allow. Regulation 30 sets the length of the period:

Service contracts (and digital content not supplied on a tangible medium): 14 days after the day the contract is entered into.
Sales contracts: 14 days after the day the goods come into the physical possession of the consumer or a person, other than the carrier, whom the consumer named to take them.
Multiple goods delivered on different days, or in lots: 14 days after the last delivery.
Regular delivery over a defined period: 14 days after the first delivery.

Under regulation 31, if the trader does not give the required information about the right to cancel, the period is extended, by up to 12 months in the worst case.

How to cancel

Under regulation 32, the consumer cancels by informing the trader of the decision. The consumer can use the model cancellation form in Schedule 3 or make any other clear statement of the decision. Sending a communication before the period ends counts as cancelling in time. In case of dispute it is for the consumer to show that the contract was cancelled within the period, so keeping proof of when and how the notice was sent is sensible.

Refunds

Regulation 34 requires the trader to reimburse all payments, other than delivery charges, without undue delay and no later than 14 days after the day the trader receives the goods back, or after the consumer supplies evidence of having sent them back if that is earlier. Where the trader offered to collect the goods, or for services, the 14 days run from the day the trader is told of the cancellation. The trader must refund standard delivery, but if the consumer chose a more expensive kind of delivery, the refund is capped at the cost of the least expensive common and generally acceptable kind offered. The refund must use the same means of payment as the original transaction unless the consumer agrees otherwise, and the trader cannot charge a fee for it.

The trader may deduct an amount where handling has diminished the goods’ value beyond what is needed to establish their nature and functioning.

Returning goods

Regulation 35 puts the responsibility on the trader to collect the goods if the trader has offered to collect them, or, in some off-premises cases, if the goods are not normally returnable by post. Otherwise the consumer must send them back or hand them over without undue delay and within 14 days after telling the trader of the cancellation. The consumer bears the direct cost of returning goods unless the trader agreed to bear it or failed to give the required information that the consumer would bear that cost.

Services started during the cancellation period

Under regulation 36, a trader must not start a service before the end of the cancellation period unless the consumer has made an express request (on a durable medium for off-premises contracts). A consumer who cancels after a requested service has begun must pay an amount in proportion to what has been supplied up to the time the trader was told of the cancellation. If the trader failed to give the required information on the right to cancel or on payment of that cost, or the service was not supplied at the consumer’s request, the consumer pays nothing for it.

Exceptions

Regulation 28 lists contracts to which Part 3 does not apply, including goods made to the consumer’s specification or clearly personalised, goods that deteriorate or expire rapidly, contracts for urgent repairs or maintenance specifically requested by the consumer, public auctions, and accommodation, vehicle rental, catering or leisure services with a specific date or period of performance. The right also ceases for sealed goods unsuitable for return on hygiene grounds once unsealed, for sealed audio, video or software once unsealed, and for goods inseparably mixed with other items after delivery.

FAQs

Does the 14-day period start when I order or when the parcel arrives?

For sales contracts the 14 days run from the day after the goods come into your possession; for services, from the day after the contract is entered into.

Do I have to give a reason for cancelling?

No. Regulation 29 says the consumer may cancel without giving any reason.

Who pays to send goods back?

The consumer, unless the trader agreed to pay or failed to tell the consumer beforehand that the consumer would bear the cost.

Can I cancel a made-to-measure item?

Not under these rules. Regulation 28 excludes goods made to the consumer’s specifications or clearly personalised.

The bottom line

The Consumer Contracts Regulations 2013 give UK consumers a 14-day cancellation right on most online, phone and mail-order contracts, without giving a reason. The clock depends on whether goods or services were bought, refunds are due within 14 days of the goods coming back, and the exceptions in regulation 28 remove personalised, perishable and date-specific purchases. Keeping proof of the cancellation notice and checking whether an exception applies protects the consumer’s position.