How the 14-day cooling-off period lets you cancel most online and distance purchases under the Consumer Contracts Regulations 2013, what you get back, and the main exceptions.
The Consumer Contracts Regulations 2013 give you a right to cancel most contracts made at a distance (online, by phone or by mail order) or off-premises, even if there is nothing wrong with the item. This is a change-of-mind right and is separate from your faulty-goods rights.
For goods, the 14-day cancellation period generally runs from the day you receive them. For services and most digital content, it runs from the day the contract is made. You can usually cancel by any clear statement — a short written notice is best so you have a record.
When you cancel goods in time, the trader must refund the price plus the standard outbound delivery cost, normally within 14 days of getting the goods back or proof of return. You usually pay the cost of returning the item unless the trader agreed otherwise or did not tell you that you would have to.
Some purchases are excluded, including bespoke or personalised goods, perishable items, sealed health or hygiene products once unsealed, and downloaded digital content where you agreed to immediate supply and waived your right to cancel. Bookings such as hotels, flights and event tickets for a set date are also generally excluded.
No. The cooling-off right is for distance and off-premises contracts. Goods bought in person in a shop have no automatic change-of-mind right — any returns then depend on the retailer's own goodwill policy, though faulty-goods rights always apply.
You can inspect goods as you would in a shop. If you handle them beyond what is necessary to check them and their value drops, the trader may reduce your refund to reflect that. Sealed hygiene items lose the right to cancel once unsealed.
No. The Counsel provides legal information rather than advice and does not contact sellers or act for you. It can explain whether the cooling-off right is likely to apply and help you word a cancellation notice that you then send yourself.
The Counsel is an AI tool for England & Wales. It provides legal information, not legal advice, and does not replace a regulated solicitor. For anything high-value or contested, take advice before you act.
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