This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Learn the correct way to notify a trader when you want to cancel a distance contract. We cover how to exercise your cooling-off rights and what to expect during the refund process.
Most consumers in England and Wales have a statutory right to change their mind and cancel certain contracts within a “cooling‑off period” without giving a reason. This article explains what the cooling‑off period is, when and how it applies, how to exercise your rights correctly, what refunds you can expect, the exceptions, and what to do if you encounter problems with a cancellation or refund.
This guidance is based on current UK consumer protection law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often referred to as the Consumer Contracts Regulations) and recent legislative developments related to subscription rights.
What Is a Cooling‑Off Period?
A cooling‑off period is a statutory timeframe during which a consumer can cancel a qualifying contract they have entered without giving a reason and receive a refund or stop further liability. In the UK, the standard cooling‑off period for most eligible contracts is 14 calendar days.
This period gives the consumer an opportunity to reconsider a purchase made at a distance or off‑premises - for example online, by telephone, or mail order - before being bound to the contract and its financial consequences.
What Contracts Are Covered?
Distance and Off‑Premises Contracts
The cooling‑off rules generally apply when a contract is concluded:
- Online, by phone or mail order (distance contracts);
- Away from the trader's normal business premises (off‑premises).
This means you are usually covered when you buy goods or services without making the purchase in person at the trader's premises.
Services and Digital Content
Services and digital content purchased at a distance are also typically covered by the cooling‑off right unless specific legal exceptions apply (for example, instant digital downloads you request to begin immediately).
When Does the Cooling‑Off Period Start and End?
Goods
For most goods bought at a distance, the 14‑day period starts on the day after you receive the goods. This means you can cancel your order from the moment you place it up to 14 days after delivery.
Services
For services, the cooling‑off period usually begins on the day after the contract is entered into (e.g. the day after you submit an online order or agree terms over the phone).
Subscription Contracts
Under newer provisions (in the Digital Markets, Competition and Consumers Act 2024), consumers also have the right to cancel during:
- The initial cooling‑off period after entering into a subscription contract; and
- A renewal cooling‑off period when a subscription renews (for example after a free trial or long‑term renewal).
This gives additional opportunities to walk away from ongoing contracts.
How to Cancel Within the Cooling‑Off Period
Step‑by‑Step Process
- Notify the trader in writing. This can be by email or a letter stating that you wish to cancel under your statutory cooling‑off rights. It is good practice to keep a copy of the notice.
- Send the cancellation within 14 days. Your notification must be sent before the end of the relevant cooling‑off period.
- Return goods where applicable. If cancelling goods, you must return them without undue delay. The regulations require you to send them back within 14 days of notifying the seller that you wish to cancel.
Notifying the trader before the end of the period counts even if the goods are received by the trader slightly later, as long as you can show the cancellation was made in time.
Refunds and Charges
Under the Consumer Contracts Regulations:
- You are entitled to a full refund for goods returned or services cancelled within the cooling‑off period.
- The trader must refund you without undue delay and generally within 14 days of receiving your cancellation notice.
- For services, if you explicitly requested that the trader begin performance during the cooling‑off period (for example, beginning work immediately), the trader may only charge you for what has been provided up to cancellation, and only for the proportionate cost of that service.
Traders cannot impose cancellation fees beyond these permitted costs for standard qualifying contracts.
Exceptions: When Cooling‑Off Doesn't Apply
Not all contracts carry cooling‑off rights. Common exceptions include:
- Contracts concluded in person at the trader's premises (e.g. in store).
- Accommodation and travel arrangements (e.g. hotel bookings, transport).
- Vehicle rental, catering, and leisure activities tied to specific dates.
- Certain health and hygiene sensitive goods once unsealed.
- Personalised or bespoke goods that are made to order.
It is essential to check whether your contract includes these or other exclusions before relying on a cooling‑off right.
Practical Issues and Common Questions
Do I Need to Return Goods Within 14 Days?
You must notify the trader of your intention to cancel within 14 days, but you generally have a further period (also usually 14 days) to return the goods.
Can I Lose My Cooling‑Off Right?
If you explicitly ask the trader to start performance of services during the cooling‑off period, you may still cancel, but you may be liable for the cost of the service received up until cancellation.
What If the Trader Doesn't Provide Cancellation Information?
If a trader fails to provide the required pre‑contract cancellation information, the cooling‑off period can be extended up to 12 months, giving you more time to cancel.
Summary and Practical Guidance
Cancelling within a statutory cooling‑off period is a powerful consumer protection in UK law. The key points are:
- Most distance and off‑premises contracts give a 14‑day right to cancel.
- For goods, the clock starts from delivery; for services, from the date of contract.
- You must notify the trader in writing before the period expires and return goods promptly.
- You can generally expect a full refund, subject to permitted deductions for services already provided at your request.
- Certain transactions - especially in‑store purchases, travel and leisure tied to dates, and bespoke or sealed goods - do not attract a cooling‑off right.
Being informed about cooling‑off rights helps protect consumers from unexpected contractual commitments and ensures fair dealing in the marketplace.
