Changed Your Mind About an Online Order? 14-Day Cancellation and Refund

The Rule

• Goods: 14 days after the goods come into your possession. Services and digital content: 14 days after the contract is made.
• Refund: without undue delay and within 14 days of the seller receiving the goods back (or evidence you sent them), or within 14 days of you telling them if nothing needs returning. It must go back by the original payment method with no fee.
• No right to cancel for things such as made-to-order or clearly personalised goods, goods that spoil quickly, and some other categories. If you asked for a service to start within the 14 days, you may have to pay for what you have used.
• This is separate from the right to a refund for faulty goods.

What to Do

1. Tell the seller in writing that you are cancelling, as soon as you decide, and keep proof.
2. Return the goods as the seller asks, keeping proof of postage.
3. Diarise 14 days. If you are not refunded, write again using the letter below.

Ready-to-Use Letter or Email

Copy this, fill in the square brackets and send it in writing. Keep a copy and proof of sending.

Subject: Cancellation of order [number] under the Consumer Contracts Regulations 2013

Dear [seller],

I am cancelling my order [number] for [item], placed on [date] and received on [date]. Please confirm receipt of this cancellation.

[I will return the goods by [method].] Please refund [amount] to my original payment method within 14 days, as the Regulations require.

Yours sincerely,
[Your name]

Related

• Cancel a subscription
• Faulty item?

Sources

• Consumer Contracts Regulations 2013, regulation 30 (cancellation period)
• Consumer Contracts Regulations 2013, regulation 34 (refund)
• Consumer Contracts Regulations 2013, regulation 28 (exceptions)

Last checked 4 October 2026. Rules change, so check the official page before you rely on this. This is general information, not legal advice.