In short (UK): Most online purchases are distance contracts. You often have a 14-day cooling-off right to cancel for any reason under the Consumer Contracts Regulations 2013, plus separate rights if goods are faulty under the Consumer Rights Act 2015. Cancel in writing, keep evidence, and do not accept a voucher if you are entitled to a refund. This is general guidance, not legal advice.
Shopping online usually gives you stronger refund rights than buying in a shop — but companies still bank on confusion. This guide covers the core rules so you know where you stand. It is not a full claim pack: for a personalised plan and complaint or cancellation letter built from your details, use Refundly.
Your 14-Day Cooling-Off Right
For many distance contracts you usually have 14 days to cancel for any reason and get a full refund of the item plus standard delivery. The clock typically starts when you receive the goods.
| What you can do | Time limit |
|---|---|
| Cancel for any reason | Often 14 days from receiving goods |
| Get refund of item + standard delivery | Within the refund period after return |
| Return unwanted item | Usually within 14 days of cancelling |
Common exceptions include custom-made items, sealed hygiene products once opened, perishables, and some digital content once supply has started with your agreement. Always check whether your purchase type is excluded.
Faulty Goods Online — Different Rules
If the item is faulty or not as described, you do not need to rely only on cooling-off. Your Consumer Rights Act rights still apply — including a strong path to reject for a full refund within 30 days in many cases. See our faulty goods guide.
What to Do Next (High Level)
- Decide whether this is change of mind (cooling-off) or fault / wrong item / late delivery.
- Write to the seller with order details and a clear cancel or remedy request.
- Return goods if required — keep proof of postage.
- Note the seller’s refund deadline after they receive the return (often 14 days).
- If they refuse, consider escalation that fits how you paid.
A clear written cancellation or complaint is harder to brush off than a chat message
When Delivery Is Late
Missed delivery promises can give separate cancellation rights. See late delivery refund rights.
If the Retailer Pushbacks
| Retailer says | Your position (high level) |
|---|---|
| "No returns on sale items" | Statutory cooling-off may still apply if the sale is a distance contract and not an excluded category |
| "You opened it" | Reasonable inspection is normally allowed; only excessive handling may reduce a refund |
| "Voucher only" | You can usually insist on a refund to the original payment method when the law entitles you |
| "Return at your cost" | Change-of-mind returns often sit with you unless stated otherwise; their mistake is different |
Escalate via chargeback, Section 75, platform protection, or court only after a clear written trail — the right route depends on payment method and value.
Refundly builds deadlines and next steps around your claim so you do not miss windows
Using Refundly for Online Purchases
- Choose the closest issue (faulty goods, late delivery, wrong item, cancellation)
- See plain-English rights for that path
- Get a personalised plan with reminders
- Use a letter built from your order details
- Track responses and export if you escalate
Final Tip
Prefer payment methods with backup protection on higher-value online buys, and keep the checkout delivery promise and product listing as screenshots. Enforcement is harder with some overseas sellers — a paper trail and the right dispute route matter.
General information for UK consumers only — not legal advice. See the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015.
Common questions
Short answers to common questions on this topic.
- Do I get 14 days to return online shopping in the UK?
- Usually yes for distance sales (online, phone, mail order). You often have 14 days from receiving the goods to cancel for any reason and get a refund of the item plus standard delivery. Some categories are excluded, such as custom-made or perishable goods.
- Is a faulty online order different from changing my mind?
- Yes. Cooling-off is for change of mind. If goods are faulty or not as described, Consumer Rights Act 2015 remedies apply separately — including a strong full-refund path within 30 days in many cases.
- Can a shop refuse returns on sale items I bought online?
- A sale label does not wipe out statutory distance-selling rights for eligible purchases. Exclusions are about product type (for example sealed hygiene goods once opened), not simply that the item was reduced.
- Who pays return postage if I cancel under cooling-off?
- Often you pay return postage unless the seller said otherwise upfront. If they sent the wrong or faulty item, putting it right is normally their cost — different rules from a pure change-of-mind return.
- What if the overseas seller ignores me?
- Your rights still apply to many traders selling into the UK, but enforcement can be harder. Paying by credit card (Section 75 on qualifying purchases) or using platform/PayPal protection can add backup routes. Refundly helps map options for your payment method and issue.