If you make your purchases over the internet, through the mail, over the phone, or through a shopping channel on television, you have additional rights to cancel the products and services you have purchased.

Alterations to consumer protection laws

As of the 13th of June in 2014, the Consumer Contracts Regulations apply to any and all transactions that are made at a distance, which includes purchases made online, through the mail, over the phone, or through a shopping channel.

It was decided to replace the Distance Selling Regulations with the Consumer Contracts Regulations.

A amount of time for products to “cool off”

Your right to cancel an order begins the time you place your purchase and continues for a period of 14 days after the day you get your products (whichever comes first).

The seller is unable to insist that you must have returned the products by the end of the 14-day period because that is the time during which you are required to decide whether or not to terminate the transaction.

When it comes to some orders, you won’t have the option to cancel the purchase.

These include things like CDs, DVDs, and software for computers where the seal has been broken, goods with a high risk of quick deterioration, bespoke or personalised items, and goods with a broken seal.

In order to safeguard people’s health and maintain their hygiene, you do not have the legal right to return or exchange any products whose seal has been broken.


There is a cooling-off period of 14 days for the majority of the items that you purchase online. This period begins on the day that you get your items and does not finish until 14 days later.
There is often a cooling-off period of 14 days, beginning on the day the order is placed, for most of the services that are purchased online.
You are need to express your approval in order to skip the 14-day “cooling off” period if you want to be able to download something that you have purchased online within the first 14 days after making the purchase.

The cancellation of your order

Although the Consumer Contracts Regulations give you the right to cancel in writing, by fax, or by email, it is in your best interest to adhere to the procedure that the seller has established, provided that it is reasonable.

In accordance with the Consumer Contracts Regulations, a cancellation form should be made available to you at the point of sale; however, you are not required to make use of it.

The vast majority of online merchants will include an email address where you can cancel your order and receive a refund.

A period of cooling off for the services.

When you buy a service online, you typically have a period of 14 days to change your mind, starting from the day you place your order.

Even if you ask for the service to begin immediately after the cooling-off period has begun, you do not give up your right to cancel the contract. This differs from the Distance Selling Regulations in this regard.

If you decide to cancel an order within this time frame but the service has already begun, it is possible that you will be charged for the portion of the service that you have already received and benefited from.

For instance, if you purchase a service such as a gym membership, begin using the gym, and then change your mind during the cooling-off period, you will still be refunded for the purchase, but you may be charged for the amount of gym time that you spent.

If you feel that you have been charged more than what is reasonable for the service that you have utilised, you can use the going rate in the market to come to an agreement on the amount that you should pay for the service.

Cancellation is not possible for some services.

There are certain service contracts that you get into when you purchase something from a distance for which you will not have the right to cancel.

You do not have the right to cancel certain purchases, such as those for a trip to the theatre, a day at the spa, or festival ticket that must be used by a certain day or within a certain amount of time.

In addition, you will lose the right to cancel the contract if the service is finished before the end of the cooling-off period.

Make a formal cancellation request in accordance with the Consumer Contracts Regulations by using our sample letter:

The act of aborting a download

Downloadable digital content is classified in its own separate category and is not considered a service or a good.

A data product that is produced and distributed in digital format is referred to as a digital download. To give just a few examples, there’s the eBook, apps, and online movies.

If you want to download something within 14 days of purchasing it, you will need to express your consent to waive the 14-day cooling-off period. This consent is required in order to download the item.

If you choose not to grant your approval, the 14-day “cooling-off” period will still be in effect; however, you won’t be able to download any of your digital content until the conclusion of this period.

The purpose of this is to stop you from changing your mind after you have already downloaded stuff.

Under the Consumer Rights Act, if you are having issues with a faulty download, you may be eligible to make a claim for a refund, a repair, or a replacement.