Changed Your Mind? Cancelling an Online Order Within 14 Days

Published 22 October 2026. Facts checked 18 October 2026 against GOV.UK guidance on returns and refunds. General information, not legal advice.

Bought something online and wish you had not? In a shop you would need the shop's goodwill to return it. Online, by phone or by mail order, the law gives you a cooling-off period instead.

How It Works

1. Tell the seller you are cancelling within 14 days of the day after the goods arrive. An email or the seller's online form is fine. You do not need a reason.
2. Send the goods back within 14 days of telling the seller.
3. Get your refund within 14 days of the seller receiving the goods back, or of you giving proof that you sent them, whichever is sooner. It must include the cost of standard delivery.

Things to Know

• Return postage is usually yours to pay, unless the seller offered free returns or did not tell you before you bought that you would have to pay.
• You can open and check the goods as you would in a shop. If you handle them more than that, the seller may take something off the refund.
• If the seller never told you about the right to cancel, the cancellation period can be extended by up to 12 months.
• Services (such as a course) have 14 days from the day you agree the contract. If you ask for the service to start sooner, you may have to pay for what you have used.

What Is Not Covered

• Items made to your specification or personalised
• Food, flowers and other goods that go off quickly
• Sealed goods that cannot be returned for health or hygiene reasons once unsealed, such as underwear or cosmetics
• Unsealed CDs, DVDs and software, and newspapers and magazines

Need the words to use? See cancel an online order and get a refund.

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