I want to return an online purchase. What is the cooling-off period?

What the Law Says

The Consumer Rights Act 2022 sets out your right to cancel certain distance contracts — like online purchases — without giving a reason.

If you buy something online (a 'distance contract'), you have a legal right to cancel the contract within 14 days. This is called the 'cooling-off period'.

The 14-day period starts the day after you — or someone you’ve nominated — physically receives the goods. For example, if your parcel arrives on Monday, the cooling-off period begins on Tuesday and ends at midnight on the 14th day after that (i.e., the following Monday).

During this time, you can cancel the contract and are entitled to a full refund, including standard delivery costs. You must return the goods within 14 days of cancellation, unless the trader agrees otherwise.

Statutory Text

A consumer who enters into a distance contract has a right to cancel the contract within 14 days beginning on the day after the day on which the consumer, or a person identified by the consumer to receive the goods, takes physical possession of the goods.

— Consumer Rights Act 2022, s. 103 — Right to cancel distance contracts

What to Do

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