Guides › Faulty Goods and Refunds › Changed Your Mind About an Online Order? 14-Day Cancellation and Refund
Changed Your Mind About An Online Order? 14-Day Cancellation and Refund
For most online, phone and mail-order purchases from a business you can cancel within 14 days of receiving the goods without giving a reason. The seller must then refund you within 14 days of getting the goods back, or evidence that you sent them.
At A Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Right to Cancel
The Cancellation Period
For goods, the 14 days run from the day after the goods come into your physical possession. For services and digital content, they run from the day after the contract is made (Consumer Contracts Regulations 2013, regulation 30). source
What Cannot Be Cancelled
Some purchases have no right to cancel, including goods made to your specification or clearly personalised, and goods likely to spoil quickly (regulation 28 lists them all). source
Cooling-off Period
Most online and phone orders have a 14-day cooling-off period, but goods that are clearly personalised or made to your specification are excluded. Made-to-measure items for non-standard sizes are an example. source
Getting Your Money Back
Refund Deadline
The seller must refund you without undue delay, and within 14 days of getting the goods back or of you supplying evidence that you sent them, whichever is sooner. If nothing needs returning, within 14 days of being told you are cancelling. The refund must use the same payment method, with no fee (regulation 34). source
Section 75
If you paid by credit card, or with regulated buy now pay later, Section 75 can let you claim from the card or credit provider as well as the shop. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 daysCancel an online, phone or mail-order purchaseFrom the day after the goods arrive (services: from the day after the contract is made)
- 14 daysRefund after you cancelFrom the seller getting the goods back, or evidence you sent them
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 4
Tell the seller in writing that you are cancelling, as soon as you decide, and keep proof. Use the ready-to-use letter further down this page.
Step 2 of 4
Return the goods as the seller asks, and keep proof of postage.
Step 3 of 4
Note the date. The seller has 14 days from getting the goods back, or your proof of sending, to refund you.
Step 4 of 4
If you are not refunded in time, write again, then ask your card provider about chargeback or Section 75.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
Good to Know
Small things that make your complaint stronger.
This right is separate from your rights if an item is faulty. A faulty item can be rejected even after the 14 days.
If you asked for a service to start within the 14 days and then cancel, you may have to pay for what you have used.
The rules apply when you buy from a business, not from a private seller.
Ready-to-Use Letter
Copy this, fill in the square brackets and send it in writing. Keep a copy and proof of sending.
Subject: Cancellation of order [number] under the Consumer Contracts Regulations 2013 Dear [seller], I am cancelling my order [number] for [item], placed on [date] and received on [date]. Please confirm receipt of this cancellation. [I will return the goods by [method].] Please refund [amount] to my original payment method within 14 days, as the Regulations require. Yours sincerely, [Your name]
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- legislation.gov.uk/uksi/2013/3134/regulation/30 Checked 4 October 2026
- legislation.gov.uk/uksi/2013/3134/regulation/28 Checked 4 October 2026
- nibusinessinfo.co.uk/content/exemptions-right-cancel-consumer-contracts Checked 12 October 2026
- legislation.gov.uk/uksi/2013/3134/regulation/34 Checked 4 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026