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Online Shopping Returns: Your 14-Day Cancellation Rights UK 2026

When you shop online, by mail order, or over the phone, you have stronger cancellation rights than when you buy in-store. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a 14-day cooling-off period to change your mind and return most purchases for a full refund — no questions asked. Here is how these rights work, what is excluded, and what to do if a retailer refuses your cancellation.

The 14-Day Cooling-Off Period Explained

Under regulation 29 of the Consumer Contracts Regulations, your cancellation period runs for 14 calendar days starting from:

• For goods: the day after you (or someone you nominate, other than the carrier) receive the goods. If the order contains multiple goods delivered on different days, the 14 days starts from the day after the last item arrives.
• For a single service: the day after the contract is made.

You do not need to give a reason for cancelling. You simply need to communicate your decision to cancel to the retailer within the 14-day window. The communication can be by email, letter, or using the model cancellation form that the retailer must provide.

How to Cancel: Step-by-Step

1. Check the retailer's cancellation terms. The retailer must have provided you with cancellation information before the contract was made — usually in their terms and conditions, order confirmation email, or a separate cancellation form. Look for these details. If they failed to provide this information, your cancellation period is extended to 12 months.
2. Notify the retailer in writing within 14 days. Send an email or use the retailer's online returns portal if they have one. State clearly that you are cancelling under the Consumer Contracts Regulations. You do not need to use the model form, but it can simplify the process. Keep a copy of your cancellation notice and note the date you sent it.
3. Return the goods within 14 days of notifying. Once you notify the retailer of cancellation, you have a further 14 days to send the goods back. The goods must be in a resaleable condition, but you are allowed to inspect them as you would in a shop. You can try on clothes, open packaging to check the item, and handle the goods reasonably. If you damage the goods through unreasonable handling, the retailer may deduct an amount from your refund.
4. Wait for your refund. The retailer must refund you within 14 days of receiving the goods back, or within 14 days of you providing proof of return (whichever is earlier). The refund must include the standard delivery cost you paid, though not premium or express delivery charges.

Who Pays for Return Postage?

Under the cancellation regulations, unless the retailer has agreed to cover return postage in their terms, you are responsible for the cost of returning non-faulty goods. This is a key difference between the cancellation right (where you bear the return cost) and the faulty goods right under the Consumer Rights Act (where the retailer pays).

Many larger retailers offer free returns as a goodwill gesture — this is above and beyond the legal minimum. Always check the retailer's returns policy before ordering. If the goods are faulty, do not use the cancellation right — use your Consumer Rights Act rights instead, which entitle you to a refund at no cost.

Goods Excluded from the Cancellation Right

Not all online purchases can be returned under the cancellation regulations. The full list of exclusions in regulation 28 includes:

• Personalised or custom-made goods — anything made to your specification or clearly personalised (e.g., engraved jewellery, custom-printed items)
• Perishable goods — items likely to deteriorate or expire rapidly (e.g., fresh flowers, food, drink)
• Sealed items that cannot be returned for hygiene reasons — once you have unsealed them (e.g., underwear, swimwear where the hygiene strip has been removed, earrings)
• Sealed audio, video recordings, or software — once the seal is broken
• Newspapers, periodicals, and magazines — except for subscription contracts
• Digital content not supplied on a tangible medium — if the download or streaming has begun with your express consent and you have acknowledged that you lose the right to cancel
• Services performed in full — if the service has been fully performed with your consent and you acknowledged the loss of cancellation right

If you are unsure whether your item is excluded, ask the retailer — they must make these exclusions clear before you buy.

Common Traps and Pitfalls

• "No returns on sale items." Some retailers try to refuse returns on sale items. Your statutory cancellation right applies regardless of whether an item is discounted. However, they can make this clear for in-store purchases (where the cancellation right does not apply). For distance sales, the 14-day right still applies.
• Restocking fees. Some retailers charge restocking fees for returns. Under UK law, restocking fees are not permitted for consumer returns under the cancellation regulations. If you are charged a restocking fee, you can dispute it.
• Returning goods after the 14-day window. Once the 14 days have passed, you lose your statutory cancellation right. You must then rely on the retailer's goodwill returns policy or your faulty goods rights under the Consumer Rights Act.
• Using the goods more than necessary to establish their nature. You have a right to inspect goods as you would in a shop. Trying on a jacket is fine; wearing it for a week and spilling coffee on it is not. The retailer can deduct for diminished value caused by excessive handling.

Cancellation Rights vs Faulty Goods Rights

It is important to understand which right you are relying on:

• Cancellation right (Consumer Contracts Regulations): 14 days. No reason needed. You pay return postage. The goods must not be excluded from the right.
• Faulty goods right (Consumer Rights Act): 30 days for a full refund. Must be faulty, not as described, or not fit for purpose. Retailer pays return postage. After 30 days, repair or replacement first.

If the goods are faulty, always use your Consumer Rights Act remedies — you will be in a stronger position and the retailer covers costs.

FAQ

Can I cancel an online order before it has been dispatched?

Yes. You can cancel at any time from the moment you place the order until 14 days after delivery. The sooner you cancel, the better — if you cancel before dispatch, you may avoid return postage costs altogether.

What if the retailer refuses to acknowledge my cancellation?

If the retailer ignores your cancellation notice, keep a record of your communication. Follow up with a formal complaint. If they still refuse, you can report them to Trading Standards, use Alternative Dispute Resolution, or consider a chargeback through your bank or card provider. If you paid by credit card and the item is over £100, Section 75 may also apply.

Can I return an online purchase to a physical store?

It depends on the retailer's policy. The law does not require retailers to accept online returns in-store — many do as a matter of goodwill, but you should check. If the retailer does not accept in-store returns for online purchases, you will need to post the item back.

What happens to the original delivery charge if I only return part of an order?

If you cancel part of a multi-item order, the retailer must refund the proportion of the standard delivery charge that relates to the returned items — unless their terms state a different approach. The calculation can be complex and is best clarified with the retailer directly.

Authoritative Sources

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — full legislative text
• GOV.UK — Online and distance selling — official government guidance
• Citizens Advice — Changing your mind about a purchase
• Which? — Consumer Contracts Regulations guide