Guides › Faulty Goods and Refunds › Can I Get a Refund If I Changed My Mind?
Can I Get a Refund If I Changed My Mind?
In a shop, you do not have an automatic right to your money back just because you changed your mind: it depends on the shop’s own returns policy. If you bought online, by phone or by mail order from a business, you normally have at least 14 days from receiving the item to cancel, and the refund must be paid within 14 days. Some items, such as personalised goods, perishable food and anything from a private individual, are excluded.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Buying in a Shop
Changing Your Mind in a Shop
Citizens Advice says you do not have an automatic right to get your money back if you just change your mind. Many shops offer returns even though they do not have to by law, so check the shop’s policy on returns: it is up to them what they offer. source
Receipts
Citizens Advice says you will stand a better chance if you take your receipt with you, and the shop’s returns policy might be written on it. source
No Refunds Notices
A Trading Standards leaflet lists “No refunds” as an illegal statement for a business to use, and says customers are not entitled to a refund or exchange if they simply change their mind, though many larger businesses choose to offer one. source
Buying Online, by Phone or Mail Order
14-Day Cooling-Off
Citizens Advice says you get a cooling-off period of at least 14 days: tell the seller you do not want the item within 14 days of receiving it. The seller has to pay the refund within 14 days, starting the day after it receives the item or proof you posted it, whichever comes first. source
Exceptions
Citizens Advice says some items have no cooling-off period, including things that deteriorate quickly such as flowers or food, items personalised or custom-made for you, and anything from a private individual. Software or CDs with a broken seal, and items with a broken hygiene seal, are also excluded. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 14 daysCancel an online, phone or mail order purchaseFrom receiving the item, per Citizens Advice
- 14 daysSeller pays your refundFrom receiving the item back, or proof you posted it
- 30 daysReject a faulty item for a full refund30 days from delivery, or from when any installation is finished
Steps to Take
Step 1 of 5
Check where you bought it: in a shop, or online, by phone or mail order.
Step 2 of 5
In a shop, read its returns policy (it may be on your receipt) and take your receipt back with you.
Step 3 of 5
Online or by phone, tell the seller within 14 days of receiving the item that you are cancelling. Our free letter templates can write it for you.
Step 4 of 5
Send the item back and keep proof of posting.
Step 5 of 5
If the item is faulty, you have stronger rights whatever the shop’s policy says.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Retailer's Complaints Team
Always start here, in writing, and say which remedy you want.
Your Card or Credit Provider
If you paid by credit card or regulated buy now pay later and the shop will not put it right.
Citizens Advice Consumer Service
Free advice, and help deciding whether to start a small claim, once the seller has not put it right.
Good to Know
Small things that make your complaint stronger.
If you have lost the receipt, look for other proof you bought it, such as an order email, and ask the shop what it will accept.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 12 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought Checked 12 October 2026
- southwark.gov.uk/sites/default/files/2024-12/Refunds%20notices%20and%20consumer%20rights.pdf Checked 12 October 2026
- nibusinessinfo.co.uk/content/what-do-if-problems-arise-supplied-goods Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- citizensadvice.org.uk/law-and-courts/legal-system/small-claims/deciding-whether-to-make-a-small-claim Checked 8 October 2026