Online Purchase Return Rights: The 14 Day Cooling Off Period

Your legal right to cancel online orders and distance purchases within 14 days, no reason needed. Learn the exceptions, return costs, and how to exercise this right.

Quick Answer

You have 14 days from purchase to cancel online orders and distance sales without giving a reason, under Consumer Contracts Regulations 2013. Refund must be paid within 30 days. Seller pays return postage. Exceptions: perishables, sealed hygiene items, custom-made goods, and items you've "broken" by opening unnecessarily. The 14-day period is separate from faulty goods rights (separate 30-day right to reject faulty items). For unwanted items, use this cooling off right. For faulty goods, use Consumer Rights Act remedies.

How to Exercise Your 14 Day Cooling Off Right

1

Notify Seller in Writing

Email the retailer within 14 days: "I exercise my right to cancel this order under Consumer Contracts Regulations 2013 reg.29. Order reference: []. Date of purchase: []. Reason (optional)." Email is sufficient; formal letter not required. Keep copy for proof.

2

Return the Item Safely

Pack item securely. If seller hasn't sent return instructions, send to the address on invoice (default return address). Insurance not required; seller bears loss if item lost in transit (you're within rights). Use tracked postage so you have proof of dispatch. Return postage is free (seller pays).

3

Claim Your Refund

Seller must refund within 30 days of receiving returned item. Check your bank statement. If no refund after 30 days, email seller again with proof of dispatch date. If still refused, file chargeback with your payment provider.

What the Law Says

Consumer Contracts Regulations 2013, reg.29-38 (14 Day Right to Cancel)
Distance contracts (online, phone, mail order) must include a 14-day cancellation right. Seller must inform you before purchase and allow no-reason cancellation. Refund must be paid within 30 days of receiving returned item. "Distance" means seller not physically present at point of sale (online, mail order, phone order, doorstep).
Consumer Contracts Regulations 2013, reg.35 (Return Costs)
Consumer pays no return costs within 14 days. Seller arranges collection or accepts return postage-free. Consumer only pays if product becomes unusable through handling beyond what's needed to check it (e.g., deliberately damaging to bypass return). Unopened, lightly tested items have zero cost to return.
Consumer Contracts Regulations 2013, reg.35 (Exceptions to Cooling Off)
No cooling off for: perishable goods (food, flowers), items sealed for hygiene (underwear, cosmetics if opened), custom-made goods, consumables (one-time use), digital downloads once opened, and car hire/transport. For these, no 14-day return right applies. Faulty goods within these categories can still be rejected separately (CRA 2015).

Online Return Scenarios

Changed Your Mind

Within 14 days, you can cancel for any reason (or no reason). Item must be in returnable condition (unopened or minimally tested). No questions asked; seller must refund. After 14 days, no cooling off right, but you still have 30 days to reject if faulty.

Item Doesn't Match Photos

This is faulty (not as described). Use faulty goods right (30 days, right to reject), not cooling off. Quicker claim. Cooling off = unwanted items. Faulty = quality/description issue. Use the right remedy.

Seller Demands Restocking Fee

Within 14 days, seller cannot charge you. Restocking fees are void for distance contracts under cooling off rights. Seller may negotiate if you cancel after 14 days (not statutory, goodwill). Faulty goods = no fee either way.

Free Delivery, But Return Costs Money

Seller pays return postage within 14 days. You pay nothing. "Free delivery both ways" is the law within the cooling off period. After 14 days, you may pay return postage (if you move to repair/replace remedy after faulty rejection deadline).

Sealed Hygiene Item (Unopened)

If genuinely sealed and unopened, it's likely covered by exception. However, if it's faulty, you can still claim. Exception only applies if you opened it unnecessarily. If faulty from factory, reject it; exception doesn't shield faulty goods.

Seller Won't Provide Return Address

Seller must provide return address before you buy. If missing, escalate complaint. Return to invoice address or seller's registered address (check Companies House). Send tracked; seller liable if item lost. You're within rights; don't delay returns due to missing instructions.

Frequently Asked Questions

Does opening the item lose my 14-day cooling off right? +
No. Opening to examine or test doesn't waive your right. You only lose it if you damage the item beyond normal inspection (e.g., deliberately destroy it to avoid returning). Opening packaging, checking size/colour, or testing basic function = allowed. Item must be in returnable condition (physically usable by next customer).
What's the difference between cooling off and faulty goods rights? +
Cooling off (14 days, Regulations 2013) = cancel for any reason (unwanted items). Faulty goods (30 days, CRA 2015) = reject quality/description issues. Both run from purchase date but independently. If item is faulty, use faulty goods right (stricter deadline, higher success rate). If just unwanted, use cooling off (easier, no reason needed).
Do I need seller permission to return? +
No. Your right is automatic. Notify seller, then return. Seller must accept. They may ask you to wait for return label or instructions, but they cannot refuse your cancellation. If seller ignores you, send tracked and keep proof; you're protected by law.
What if seller says no cooling off allowed? +
That's illegal. Regulations 2013 cooling off rights are non-waivable. Any seller clause saying "no returns" or "no cooling off" is void. Pursue the claim anyway: email escalation, chargeback, Trading Standards complaint. Seller is in breach. You'll win.
How long does the refund take? +
Seller must refund within 30 days of receiving returned item. The clock starts when item reaches them, not when you send it. Use tracked postage so you have dispatch date. If seller says they didn't receive it, and you have no proof, you're at risk; always use tracked.
Can I return a faulty item using cooling off instead of faulty goods right? +
Technically yes, but use faulty goods right instead. Cooling off is 14 days. Faulty goods right is 30 days within which you can reject (get full refund). Faulty goods right is stronger and longer. If item is faulty, claim it as faulty, not just unwanted.

Want to Cancel Your Online Order?

File a cooling off claim and get your refund within 30 days.

Start Your Cooling Off Claim