Online Shopping Rights in the United Kingdom
Reviewed by the Commoner Law Editorial Team. Sourced from UK Acts of Parliament, statutory instruments, and official guidance. Written in plain language for general understanding — this is educational content, not legal advice. Our editorial standards
What is this right?
Distance selling — online, phone, mail order — gets you extra protections that in-store purchases don't, because Parliament reckoned (rightly) that you ought to be able to actually see and handle something before committing. The Consumer Contracts Regulations 2013 implemented the EU Consumer Rights Directive 2011/83/EU and remain in force after Brexit.
- 14-day cooling-off period: cancel for any reason — or none — within 14 days of receiving the goods. You then get a further 14 days to send them back.
- Pre-contract information: the seller must tell you the total price, delivery costs, cancellation rights, and their full identity and address before you order. Hide it and the cooling-off period extends to 12 months.
- Delivery: goods must arrive within 30 days unless you agreed otherwise. Miss that and you can cancel for a full refund.
The 14-day cancellation right is unconditional — it has nothing to do with faults. You changed your mind. That's enough.
Full CCR 2013 framework — regulations 28, 31, 34
The governing instrument is the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134):
- Regulation 29: 14-day cancellation right for distance and off-premises contracts — starts from the day you receive the goods (or the last item of a multi-part order).
- Regulation 34: Trader must refund within 14 days of receiving the goods back (or proof of return), including basic delivery. Enhanced delivery (next-day, express) need not be refunded.
- Regulation 35: You are liable for any diminished value if you handled the goods beyond what is necessary to establish nature, characteristics, and functioning (the "shop inspection" test).
- Regulation 28: Lists exemptions — bespoke goods, perishables, sealed hygiene items once unsealed, sealed audio/video/software once unsealed, newspapers/magazines, and digital content where supply has started with your express consent and acknowledgment that the cancellation right is lost.
- Regulation 31: Governs cancellation of services — if the service is fully performed within the 14 days with your express request, the right is lost; if partially performed, the trader can charge pro-rata.
- Regulation 42: If goods aren't delivered within the agreed time (or 30 days by default), you can give the trader a further reasonable period; if they still fail, you may treat the contract as at an end.
Section 75 Consumer Credit Act 1974 — joint and several liability
If you paid for any part of a purchase between £100.01 and £30,000 on a credit card (not debit card, not charge card like Amex unless it's a credit facility, not BNPL with no running credit), section 75 of the Consumer Credit Act 1974 makes the card issuer jointly and severally liable with the merchant for breach of contract or misrepresentation. You can claim the full amount from the card issuer even though your charge was as little as £1 of the total (the "£1 on the deposit" rule). Escalate refused s.75 claims to the Financial Ombudsman Service (FOS) — the ombudsman decision binds the lender if you accept it.
Chargeback — debit cards, Amex, and sub-£100 credit
For purchases that fall outside s.75 (debit cards, purchases under £100.01, or over £30,000), chargeback is a scheme rule — not a statutory right — run by Visa, Mastercard, and Amex. Typical deadline is 120 days from purchase or expected delivery. Mastercard's minimum chargeback is £10. Contact your card issuer in writing and request a chargeback; they will raise it with the merchant's acquiring bank.
Alternative Dispute Resolution — signposting duty
Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015 (SI 2015/542), regulation 19(2), if a dispute can't be resolved through a trader's internal complaints process, the trader must signpost you to a certified ADR provider — even if they aren't required to use one. Ignoring the signposting duty is itself a breach. Citizens Advice Consumer Service (0808 223 1133) and Trading Standards are the usual first ports of call.
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 to Do If Your UK Online Order Has Not Arrived or You Want to Return It
- Tell the seller in writing within 14 days. Email is fine; the model cancellation form in Schedule 3 of the Regulations is fastest. No reason required.
- The seller has to refund you within 14 days of receiving the goods back (or proof of return) under regulation 34.
- The refund includes basic delivery. If you paid extra for express or next-day delivery, that uplift can be retained.
- If goods arrive damaged or faulty, the Consumer Rights Act kicks in alongside — you can reject within 30 days for a full refund, no return-postage cost.
What should you NOT do?
- Don't blow the 14-day window. The clock starts when you receive the goods, not when you ordered them. For multi-item orders, it starts on delivery of the last item.
- Don't assume returns are free. Unless the seller advertises free returns, change-of-mind returns are at your cost — though that doesn't apply to faulty goods.
- Don't accept store credit when you're entitled to a refund to your original payment method. Regulation 34 says cash back, not voucher.
Common Questions
When does online shopping rights 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 I do if my online order in the UK hasn't arrived or I want to return it?
Tell the seller in writing within 14 days. Email is fine; the model cancellation form in Schedule 3 of the Regulations is fastest. No reason required.The seller has to refund you within 14 days of receiving the goods back (or proof of return) under regulation 34.The refund includes basic delivery. If you paid extra for express or next-day delivery, that uplift can be retained.If goods arrive damaged or faulty, the Consumer Rights Act kicks in alongside — you can reject within 30 days for a full refund, no return-postage cost.
What mistakes should I avoid with online shopping rights?
Don't blow the 14-day window. The clock starts when you receive the goods, not when you ordered them. For multi-item orders, it starts on delivery of the last item.Don't assume returns are free. Unless the seller advertises free returns, change-of-mind returns are at your cost — though that doesn't apply to faulty goods.Don't accept store credit when you're entitled to a refund to your original payment method. Regulation 34 says cash back, not voucher.