Your 14-Day Online Shopping Return Rights Explained

Bought something online and changed your mind? Or maybe it's not quite what you expected? UK law gives you powerful rights for online purchases that many people don't know about. Here's everything you need to know.

The 14-Day Cooling-Off Period

When you buy online, by phone, or by mail order, you have a 14-day cooling-off period where you can cancel for any reason - or no reason at all.

This is on top of your rights for faulty goods. You can simply change your mind.

How It Works

14 days from delivery to notify the seller you're cancelling
Another 14 days after notification to return the goods
Full refund including original delivery costs (standard delivery rate)
Refund within 14 days of return or proof of posting

What's Covered

Almost all online purchases from businesses, including:

Clothing and shoes
Electronics
Furniture
Homewares
Gifts
Pretty much anything physical

What's NOT Covered

Some exceptions:

Perishables (food, flowers)
Personalised items (engraved, customised)
Sealed hygiene goods (cosmetics, underwear - if seal broken)
Digital downloads started with your consent
Newspapers and magazines
Leisure bookings for specific dates
Goods that deteriorate quickly

Step-by-Step: Returning Online Purchases

Step 1: Notify the Seller

Within 14 days of delivery, tell the seller you want to cancel. You can:

Use their returns portal
Email them
Call them
Send a letter

A model cancellation letter (as required under the Consumer Contracts Regulations) works, but any clear notification is fine.

Step 2: Return the Goods

You have 14 days from notification to send the goods back. Keep them in their original condition as much as possible.

Who pays for returns?

The seller must have told you at checkout if you pay return postage
If they didn't mention it, they pay
If they did, you usually pay (but they must have been clear)

Step 3: Get Your Refund

The seller must refund you within 14 days of either:

Receiving the returned goods, OR
You proving you've sent them (tracking number)

The refund must include the original delivery cost (standard option).

When Goods Aren't What You Expected

Not As Described

If the item doesn't match the website description, photos, or product information, that's a breach of contract. You can:

Return for a full refund
The seller pays return postage
No 14-day limit - you have up to 6 years

Different From Sample

If you ordered based on a sample (e.g., a fabric swatch) and the actual product differs, you can return it.

Quality Issues

If goods aren't satisfactory quality, your standard Consumer Rights Act rights apply (30-day refund, then repair/replace).

Common Problems and Solutions

"We Only Offer Credit"

The seller must refund to your original payment method. You don't have to accept store credit within the 14-day period.

"You've Used the Item"

You can handle goods to examine them (as you would in a shop). If the value is reduced because you've used them beyond examination, the seller can deduct a reasonable amount.

"The Item Was in a Sale"

Sale items have the same rights as full-price items. The cooling-off period still applies.

"You Need to Pay a Restocking Fee"

Generally not allowed for consumer contracts. They can only deduct for reduced value due to handling.

"You've Missed the Window"

If you notified within 14 days but returned goods slightly later, check if you met the 14-day return window from notification. Some sellers confuse these two periods.

Digital Content Rights

Downloaded content (apps, games, music, software) has different rules:

Before Download Starts

You can cancel within 14 days and get a full refund.

After Download Starts

If you clicked to start the download immediately (and consented to losing cooling-off rights), you generally can't cancel.

Faulty Digital Content

If digital content doesn't work properly, is not as described, or isn't fit for purpose, you can claim under the Consumer Rights Act - repair, replacement, or refund.

Pre-Order Rights

Pre-ordered items:

Cooling-off starts from delivery, not from when you ordered
You can cancel any time before delivery
Full refund if you cancel before dispatch

Marketplace Purchases (eBay, Amazon Marketplace)

From a Business Seller

Full consumer rights apply, including cooling-off period.

From a Private Seller

Consumer rights don't apply. You're relying on the platform's policies and general contract law.

Always check whether you're buying from a business or private individual.

Subscription Boxes and Auto-Renewal

For subscription services:

You can cancel in the 14-day window after each delivery
After that, check the contract for cancellation terms
From April 2026, new rules will make subscription cancellation much easier

Getting Your Refund

If They Won't Refund

Send a formal complaint citing Consumer Contracts Regulations 2013
Chargeback via your card provider
Section 75 if you paid by credit card (over £100)
Small claims court if other options fail

Tips for Smart Online Shopping

Screenshot everything - product descriptions, prices, delivery promises
Keep confirmation emails - proof of what you ordered
Use a credit card - for Section 75 protection
Check the seller - reviews, registration, returns policy
Track returns - always get proof of posting

Take Action

Know your rights and don't accept "no refunds" for online purchases. Use our complaint letter generator to assert your legal rights if a seller won't cooperate.