Returning Something You Bought Online: The 14-Day Cancellation Rule

The 14-day right to cancel

Under the Consumer Contracts Regulations 2013, when you buy goods from a business online, by phone or by mail order, you can cancel within 14 days. The period starts the day after you receive the goods. If an order arrives in several deliveries, it starts the day after the last one.

The business must tell you about this right before you buy. If it doesn't, your cancellation period can be extended by up to 12 months.

How to cancel and return

1. Tell the retailer within the 14 days that you're cancelling. Use its returns form or any clear statement, such as an email. Sending the item back without a word may not be enough.
2. Send the goods back within 14 days of telling them.
3. Keep proof of postage until the refund arrives.

Refunds and return costs

• The retailer must refund you within 14 days of getting the goods back, or of you showing you've sent them, whichever is sooner.
• The refund includes the standard delivery charge you paid, though not any extra you paid for faster delivery.
• You pay to send it back if the retailer told you so before you bought. Otherwise the retailer pays.
• You can handle the item as you would in a shop to see what it's like and whether it works. If you use it beyond that, the retailer can reduce the refund to reflect the loss in value.

What's excluded

• Items made to your specification or clearly personalised.
• Goods that spoil quickly, such as food and flowers.
• Sealed items unsealed after delivery, where they can't be returned for health or hygiene reasons, such as cosmetics or underwear.
• Sealed audio, video and software that you've unsealed.
• Newspapers and magazines, other than subscriptions.
• Digital downloads, once you've started downloading after agreeing that you'd lose the right to cancel.
• Purchases from private sellers, who aren't covered by these rules.

If it's faulty, you have more rights

The 14-day right is for changing your mind. If the item is faulty, you also have the same rights as when buying in a shop, including the 30-day right to reject for a full refund, and the retailer should pay to collect a faulty item. See your rights at 30 days, 6 months and 6 years.

Don't miss the window

Fourteen days goes quickly, especially when an order arrives in parts. Note the delivery date the day it arrives, and keep the order confirmation: it's your proof of what you bought, when and for how much, whether you're returning it this week or claiming under a guarantee in two years' time.