Understand your statutory rights and seller policies
You have a statutory 14-day cooling-off period to return online purchases and change your mind (Consumer Contracts Regulations 2013). For faulty goods, you have 30 days to reject and claim a full refund, or up to 6 years to claim repair, replacement, or damages. Online sellers must provide clear return instructions and refund timescales.
When you buy goods online, by phone, or by mail order, you have 14 days from the date of purchase (or delivery, for goods) to withdraw and return the item without any reason. This is the cooling-off period under the Consumer Contracts Regulations 2013. It applies whether or not the item is faulty. You simply have the right to change your mind.
The 14-day clock starts from when you receive the goods (not when you order them). The seller must refund you within 14 days of receiving the returned item, minus any reasonable costs if you caused the damage.
Some items cannot be returned under the cooling-off period: perishable goods (food, flowers), unsealed hygiene/beauty products, custom or personalized items, digital downloads (once accessed), services that have been partially performed, and newspapers/periodicals. However, these items can still be returned if they are faulty under consumer rights law.
If you believe an item should have the cooling-off right and the seller claims it doesn't, we can help you argue your case.
For cooling-off returns (change of mind), the law allows sellers to recover reasonable return postage costs from your refund. However, the seller must have made this clear before you committed to the purchase. For faulty goods, sellers must cover return postage—you cannot be charged.
Keep receipts and proof of postage to show you returned the item. Many sellers use return labels—use these when provided, as they track the return and protect you both.
Cooling-off is your right to return something without reason within 14 days. Faulty goods is your right to claim if the product doesn't meet quality standards. Faulty goods have a 30-day rejection window or 6 years to claim, regardless of reason.
No. You have the right to inspect goods—opening packaging is part of reasonable inspection. You lose the right only if you've damaged the goods or used them beyond inspection.
Sellers must refund within 14 days of receiving the returned item. In practice, bank refunds often take 5-10 business days to appear. If the seller delays beyond 14 days, you can escalate to your bank or file a complaint with trading standards.
The legal minimum is 14 days for cooling-off. A seller can offer a longer period (30 days, 60 days), but they cannot reduce the statutory 14-day right. Always have the full 14 days minimum.
For faulty goods, no—you have a legal right. For cooling-off returns, sellers can only refuse if the item is in an excluded category (perishable, personalized, digital, etc.). Any other refusal is a breach of the law.
Use our Online Returns Tool to track your return, calculate your refund, and draft a formal demand if the seller refuses.
Check Your Rights