Under the Consumer Contracts Regulations, you have the legal authority to cancel an order that you placed online. Find out the ins and outs of the legislation, as well as how to back out of a purchase, here.


The vast majority of online orders can be cancelled, but there are certain exceptions; for instance, bespoke or personalised items cannot be cancelled.
Your ability to cancel an order begins the minute you submit it and continues for a period of fourteen days after the day you get the products you ordered.
Your order must be returned as quickly as possible; nevertheless, you must ensure that you have a proof of postage.

1 Immediately call to cancel an order placed online.

According to the Consumer Contracts Regulations, your right to cancel an order begins the moment you place it and does not expire until 14 days have passed from the day that your goods were delivered to you, your designated neighbour, or your dedicated safe place. This cancellation window begins on the day that the goods were delivered to you, your designated neighbour, or your dedicated safe place.

You should be able to cancel an order right there at the register, where the product is being sold. For instance, this might be a link to an online form or directions on how to get in touch.

You can cancel an order that you placed online by sending it to the store in writing, by fax, or by email. A cancellation form should also be made available, but it’s best to follow the procedure that the retailer has established, provided that it’s reasonable.

The business shouldn’t make it difficult to cancel an online buy unless it’s absolutely necessary. To give just one example, getting authorization to return an item shouldn’t require you to make a phone call. You also shouldn’t be told that you can’t return products until you have a cancellation code, which is also something that shouldn’t happen.

You should review the retailer’s terms and conditions as well as their returns policy because these documents will frequently detail the process for making a return. This is something that will be of particular importance to you if the order is already in transit and you may need to return it once it has been delivered.

If your order has already been shipped, there is a good chance that you won’t be able to cancel it before it is delivered to you.

However, keep in mind that even after you’ve received the goods, you have the option to cancel the purchase for up to 14 calendar days. You will have an additional 14 days to return an item after you have communicated with the shop and confirmed that you would like to cancel your order.

Orders that were placed online can be cancelled.

Where did Sanchia Pereira come from? When you make a purchase of something online, you have up to 14 calendar days after the item has been delivered to change your mind about the purchase. If you have ordered multiple items, the 14-day period will begin counting down from the time the last item is delivered.

If the seller has not yet delivered the things but you have changed your mind about having them, you can talk to the seller about cancelling the transaction. If the seller refuses, however, you could be required to take delivery of the items before your cooling off period can begin.

When you buy a service online, you can find yourself in a slightly different situation than what was described above. If you have explicitly agreed for the service to begin within the 14-day cancellation period and then decide to cancel at a later date, it is likely that you will be required to pay for any services delivered up until the point at which you have cancelled. This is because you have explicitly agreed for the service to begin within the cancellation period.

It is recommended that you:

Always make sure to keep a written record of the date when the contract was cancelled. You will have a record of the email or letter that you sent to the trader if you choose to cancel the contract in writing rather than verbally.
Talk to the trader about the best way to return the products, since the trader may be able to pick them up, or the items may not be able to be sent back through the mail.
If you are required to send them back to the seller via the mail, you should send them by recorded delivery so that you can establish that they have been received by the seller within 14 days of cancelling the transaction.
Check the contract; the trader should not ask you to agree to provisions of a contract that do not grant you your right to cancel the transaction within the cooling-off period specified in the contract.

In certain circumstances, you may be unable to exercise your right to cancel the contract. This may occur, for instance, if you break the seal on a product, rendering it unsuitable for return for reasons related to health or hygiene; if the product becomes mixed up with other items after delivery; or if you remove the seal from an audio, video, or computer software product.

It is also important to note that there are certain purchases that you could make, but due to the nature of those purchases, you would not be able to exercise your right to a cooling off period. For instance, products that are produced specifically to your specifications, such as a dress, or items that are subject to spoilage, such as food. Legal is able to provide you with additional guidance that is specifically adapted to your circumstances if you are uncertain about whether or not your item is customised or whether you have a right to cancel the purchase within the first 14 days.


Things that can’t be cancelled by you.

There are some orders that you won’t be able to change or cancel for various reasons.

These include items that are made to the customer’s specifications or are personalised, commodities that are likely to deteriorate quickly, or CDs, DVDs, or computer software that have had their seals broken.

They also include products that have a seal that has been broken, which was placed there for purposes of health protection and cleanliness.

2 Canceling after waiting for longer than the allotted amount of time

Retailers are obligated to fulfil customer orders within the time range specified in their contracts. Therefore, examine your original order to verify what time frame was specified for its completion.

According to the Consumer Rights Act, if no specific time period is agreed upon for delivery, businesses are required to provide the item you ordered within thirty days of receiving your purchase. This is applicable to in-person purchases of items as well.

Therefore, if you have been waiting for something that you have purchased for a long time, and your items still haven’t arrived beyond the time range that was indicated, you have the option to cancel your order and get a refund.

Your right to cancel an order for goods that you placed online begins the moment you place your order and continues for a period of 14 days beginning on the day that your goods are delivered to you, your designated neighbour, or an approved safe place. This right is in accordance with the Consumer Contracts Regulations. After you have informed the shop that you will be cancelling your transaction, you have an additional 14 days from that date to return the items you purchased.

If the shop does not provide the goods or service within a reasonable amount of time, you are also free to cancel the transaction.

What constitutes a reasonable amount of time may vary depending on the product that you have purchased. Because most retailers do not stipulate a maximum delivery time, determining what is acceptable in this context can be challenging.

On the other hand, if you were told that the delivery will take place within seven days and you’ve already been waiting for 20 days, some people could consider this to be an unacceptable amount of time to wait for delivery.


It is imperative that you act quickly!

When you use the phrase “time of the essence” in your agreement with the retailer, you have the right to consider the contract terminated and to request a full refund in the event that the retailer is unable to meet the delivery deadline you have specified.

For instance, the majority of contracts for the purchase of new furniture will provide shops a delivery window of up to eight weeks to deliver the customer’s items.

Contracts of this type will typically indicate that the merchant will make every effort to deliver the goods within the allotted time frame, but that they will not be in violation of the agreement if they are unable to do so within the allotted eight-week timeframe.

Obviously, if they go beyond this period without providing a valid explanation as to the reason for the delay, then you will be able to set them a deadline in which to deliver the items, which will make “time of the essence” in your contract. This will allow you to enforce the terms of your agreement.

In the event that they do not meet that deadline, you have the right to declare that the contract is null and void and to demand a complete refund.

3 Use our template letters

The majority of online merchants will provide an email address to which cancellation requests can be sent; alternatively, you can utilise our sample letters.

Make use of our sample letter in order to comply with the Consumer Contracts Regulations and terminate the agreement in writing.

4 Send back the purchase you made online.

If the items are already in your possession when you notify the shop that you would like to cancel your order, it is often your responsibility to return them to the place from which you purchased them.

In most cases, you will also be responsible for paying the direct costs associated with doing so, unless the shop has offered to collect them or they are unable to be mailed.

It is imperative that the items be returned no later than fourteen calendar days after the confirmation of the cancellation. If you do not return the items within this time period, the retailer may not be compelled to reimburse any payment that you made for them.

If the retailer did not provide you with the information that you would be responsible for paying to return the items, the retailer should pay for the cost of returning the products.


Goods that are faulty or damaged?

It is essential to be aware that your rights under the Consumer Rights Act are unaffected by the Consumer Contracts Regulations in the event that the goods you purchased were defective.

Even if the items you ordered arrive broken in the mail or develop a defect after purchase, you still have the legal right to reject them and demand a refund, a repair, or a replacement.

5. Confirm the payer of the postage.

According to the Consumer Contracts Regulations, if the terms and conditions or returns policy does not specify who is responsible for paying for returns, the retailer is required to pay for the cost of postage.

Be sure to find out if the merchant will pay for or arrange to have the goods picked up, or if it would reimburse you for the costs of sending the items back to them.

6 Obtaining a reimbursement

According to the Consumer Contracts Regulations, you are entitled to a refund within fourteen days of the retailer receiving the goods back or of your providing evidence that you have returned the goods (such as a proof of postage from the post office), whichever occurs first. If the retailer receives the goods back, then you are entitled to a refund.

If you decide to cancel your order, the merchant is required to issue a refund to you within a maximum of thirty days.

You may be eligible for a deduction if the worth of the items has been diminished as a direct result of your handling of the goods in excess of what was required.