Shopping online gives you stronger refund rights than buying in a shop. Many people do not know they have a 14-day cooling-off period for most distance sales — or that they can reject faulty goods just like any other purchase.
This guide explains online shopping refund rights UK consumers have under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
Your 14-Day Cooling-Off Right
When you buy online, by phone, or by mail order (a "distance contract"), you usually have 14 days to cancel for any reason and get a full refund — including standard delivery costs.
The clock starts when you receive the goods (or when a service contract begins, depending on the type of purchase).
| What you can do | Time limit |
|---|---|
| Cancel for any reason | 14 days from receiving goods |
| Get full refund of item + standard delivery | Within refund period |
| Return unwanted item | Within 14 days (you may pay return postage unless seller said otherwise) |
Exceptions: Custom-made items, sealed hygiene products once opened, perishable goods, and some digital content once downloaded may not qualify.
Faulty Goods Online — Different Rules
If the item is faulty, you do not need to rely on the cooling-off period. Your Consumer Rights Act 2015 rights apply:
- Within 30 days — usually a full refund if you reject the goods
- After 30 days — repair or replacement first, then refund if those fail
Faulty is separate from changed your mind.
How to Cancel an Online Order
- Send clear written notice — email is fine ("I am cancelling my order under the Consumer Contracts Regulations 2013").
- Include order details — number, date, and what you bought.
- Return the goods within 14 days of cancelling (if already received).
- Refund deadline — seller must refund within 14 days of receiving the goods back (or proof you sent them).
A clear cancellation email protects you if the retailer delays your refund
When Delivery Is Late
If your order does not arrive by the promised date, you may be able to cancel for a full refund even outside the cooling-off period. See our guide on late delivery refund rights for the full process.
If the Retailer Refuses
Common pushbacks and your response:
| Retailer says | Your position |
|---|---|
| "No returns on sale items" | Cooling-off right still applies to distance sales (unless exempt category) |
| "You opened it" | Opening to inspect is allowed; only excessive handling affects refund |
| "We'll only give a voucher" | You can insist on a refund to your original payment method |
| "Return at your cost" | Check their terms — if not stated upfront, you may not have to pay |
Escalate via chargeback, Section 75, or Trading Standards if needed.
Track each step so you do not miss refund or dispute deadlines
Using Refundly for Online Purchases
Refundly covers online shopping issues including faulty goods, late delivery, and non-refundable disputes:
- Select your issue type
- See which regulations apply to your purchase
- Get a personalised plan with deadlines
- Generate a complaint or cancellation letter
Final Tip
Check whether the seller is UK-based or overseas. Your statutory rights apply to traders selling into the UK, but enforcement is harder with some foreign sellers — so pay by credit card when possible for Section 75 protection on qualifying purchases.