Bought online and changed your mind: your 14-day right to cancel

This is often confused with returning faulty goods, but it is different. Under the Consumer Contracts Regulations 2013, for distance purchases (online, phone, catalogue) and purchases made away from the trader's premises, you have the right to cancel simply because you changed your mind — the item need not be faulty.

How long you have

The cancellation period is 14 days. For goods it is counted from the day after you (or a person you nominated) physically receive them. If one order contains several items delivered on different days, it runs from the last; for a regular subscription delivery, from the first. For services and digital content (not on a physical medium), the 14 days run from the day the contract is made. Note: if the trader did not tell you about the right to cancel, the period is extended.

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How it works and when you're refunded

First you must tell the trader you are cancelling (within the 14 days), then return the goods. The trader must refund you within 14 days of getting the goods back or your proof of posting. Returns are sent by ordinary post — for example through a Royal Mail Parcel Postbox.

What the right does not cover

The law lists exceptions. You cannot use this right for: goods made to your measurements or personalised; perishable goods; goods sealed for hygiene reasons once you have unsealed them; sealed audio, video or software once unsealed; accommodation, transport, car hire, catering and leisure for a specific date; purchases at public auction; newspapers and magazines (other than subscriptions); urgent repair or maintenance you specifically asked for. Prices that depend on financial-market fluctuations are also outside this right.

In short: if you change your mind after an online purchase, you usually have 14 days to cancel and get your money back — but check whether your case falls under the exceptions.