What is the cooling-off period in the UK?
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In short: For most online, phone and door-step purchases, you have 14 days to cancel without giving a reason and get a refund of the goods price — though you may pay return delivery costs. The cooling-off period does not apply to everything: custom goods, sealed hygiene products once opened, and certain financial products are excluded.
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Reviewed by Kaiser Khan
The cooling-off period comes from the Consumer Contracts Regulations 2013. It gives you 14 calendar days from receiving goods (or from booking a service) to cancel a distance or off-premises contract. Notify the trader in writing — email is fine — and they must refund within 14 days of you returning goods or proving you sent them back.
The right is about change of mind, not faults. Faulty goods are covered separately by the Consumer Rights Act, which gives repair, replacement or refund rights. During cooling-off, traders must tell you about the cancellation right before you buy; if they do not, the period can extend to up to 12 months.
Exclusions matter. You cannot cancel bespoke or personalised items, perishable goods, sealed audio/video/software once unsealed, newspapers, accommodation for specific dates, or financial products governed by separate FCA cancellation rules. Event tickets and gym memberships may have limited or no cooling-off once the service starts with your agreement.
If a trader pressures you to waive cancellation rights or refuses a valid cancellation, complain to the retailer, then use alternative dispute resolution or Trading Standards. For credit-funded purchases, Section 75 or chargeback may offer additional leverage if the business will not refund.
Primary source: gov.uk/consumer-protection-rights
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