What is a cooling-off period?

When does it apply?

Cooling-off periods apply to:

Distance selling (online, phone, mail order):

• 14 days - From the day you receive the goods
• Applies to most purchases - Goods bought online, by phone, or mail order
• EU/UK consumer law - Protected by consumer rights legislation

Doorstep selling (sales at home):

• 14 days - From the day you signed the contract
• Applies to sales made at your home - When a trader visits you
• Must be told about it - The trader must inform you of your rights

Timeshare and long-term holiday products:

• 14 days - Extended cooling-off period
• Special protections - Additional consumer protections apply

Financial products:

• Varies by product - Different rules for insurance, credit, etc.
• Check the terms - Each product has its own cooling-off period

How long is the cooling-off period?

The standard cooling-off period is:

• 14 days - For most distance and doorstep sales
• Starts from delivery - For goods, from the day you receive them
• Starts from contract - For services, from the day you agreed

Some products have longer or shorter periods, so always check the terms and conditions.

What can I cancel?

You can cancel during the cooling-off period:

• Most goods - Items bought online, by phone, or mail order
• Services - If the service hasn't been fully provided
• Digital content - If you haven't downloaded or started using it
• Subscriptions - Ongoing contracts and subscriptions

You cannot cancel:

• Customised or personalised items - Made to your specifications
• Perishable goods - Food, flowers, etc. (unless faulty)
• Sealed items you've opened - Like CDs, DVDs, software (unless faulty)
• Services fully provided - If the service is complete and you agreed to it starting immediately
• Auctions - Items bought at auction

How do I cancel?

To cancel during the cooling-off period:

1. Contact the trader - In writing (email, letter, or online form)
2. Tell them you're cancelling - You don't need to give a reason
3. Keep proof - Keep a copy of your cancellation notice
4. Return the goods - If you've received them, return them (trader pays return costs if they didn't tell you about this)

The trader must confirm your cancellation and process your refund.

When do I get my money back?

You should get your money back:

• Within 14 days - Of the trader receiving the goods back (or you cancelling)
• Full refund - Including original delivery costs
• Same payment method - Refunded to the card or account you paid with

The trader can deduct from your refund if:

• Goods are damaged - Beyond normal inspection
• You've used the goods - More than necessary to check they work
• Return costs - If you were told you'd pay return costs (and the goods aren't faulty)

What about return costs?

If the trader didn't tell you:

• They pay return costs - The trader must pay for returning the goods

If the trader told you:

• You pay return costs - You're responsible for getting items back
• Unless faulty - If goods are faulty, trader pays return costs

For services:

• You pay for services provided - If the service has started, you pay for what you've received

Always check what the trader told you about return costs when you bought the item.

What if the trader doesn't respond?

If the trader doesn't respond to your cancellation:

• Keep records - Proof you cancelled and when
• Contact them again - Give them a reasonable time to respond
• Get advice - Contact Citizens Advice or Trading Standards
• Chargeback - If you paid by card, contact your bank about chargeback
• Small claims - You may need to take legal action

You have legal rights, so don't be put off if a trader is difficult.

Do I have to give a reason?

No, you don't have to give a reason for cancelling during the cooling-off period. You can simply say:

• "I wish to cancel my order under my 14-day cooling-off rights"
• "I'm exercising my right to cancel"

The trader must accept your cancellation as long as you're within the cooling-off period.

Summary

• Cooling-off period is a legal right to cancel purchases and get a refund
• Standard period is 14 days from delivery (goods) or contract (services)
• Applies to distance selling (online, phone) and doorstep selling
• You can cancel most goods and services, but not customised items or fully provided services
• Cancel in writing and keep proof of cancellation
• Refund should be processed within 14 days of cancellation
• Return costs depend on what the trader told you when you bought
• You don't need to give a reason for cancelling
• If traders don't respond, keep records and seek advice from Citizens Advice
• Check terms and conditions as some products have different rules