Online Shopping Rights
Written in plain language for general understanding. This is educational content, not legal advice. Based on UK Acts of Parliament, statutory instruments, and official guidance.
UK National Law
What is this right?
When you buy online, by phone, or by mail order, you get extra protections beyond those for in-store purchases:
- 14-day cooling-off period: You can cancel for any reason (or no reason) within 14 days of receiving the goods. You then have another 14 days to return them.
- Pre-contract information: The seller must clearly tell you the total price, delivery costs, cancellation rights, and their identity and address before you order.
- Delivery: Goods must be delivered within 30 days unless you agreed otherwise. If they don't arrive, you can cancel and get a full refund.
The 14-day cooling-off period applies even if the goods are not faulty — it's your right to change your mind.
When does it apply?
- You bought from a business (not a private seller) at a distance — online, phone, or mail order.
- Some items are exempt from the cooling-off period: perishable goods, personalised/bespoke items, sealed goods that have been unsealed (e.g., hygiene products, underwear), newspapers/magazines, and sealed audio/video/software once unsealed.
- For services, if you agree for the service to start within the 14-day period and it's completed, you lose the right to cancel.
- This applies to doorstep sales too — if a salesperson visits your home, the same 14-day cooling-off period applies.
What should you do?
- To cancel, tell the seller in writing (email counts) within 14 days. You don't need to give a reason.
- The seller must refund you within 14 days of receiving the returned goods (or proof you've sent them back).
- The seller must refund the basic delivery cost (standard delivery — not express or next-day upgrades).
- If goods arrive damaged or defective, the Consumer Rights Act applies — you can reject within 30 days for a full refund.
What should you NOT do?
- Don't wait too long — the 14-day clock starts when you receive the goods, not when you order them.
- Don't assume returning is always free — unless the seller offers free returns, you usually pay the return postage for change-of-mind returns (but not for faulty goods).
- Don't accept store credit if you're entitled to a refund to your original payment method.
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