How to Cancel Online Purchases During Cooling‑Off Periods

When you buy goods, services or digital content online in England and Wales, the law gives you a statutory right to cancel the purchase within a limited period, often referred to as a cooling‑off period. This right is designed to protect you when shopping at a distance (for example over the internet, by phone or by mail order) so you have a window of time to change your mind about the purchase without needing a reason. Understanding how to exercise this right, what timeframes apply, what you must do to cancel, and what refunds you are entitled to is essential for protecting your legal rights when shopping online.

This article explains what the cooling‑off period is, when it applies, how to cancel an online purchase during this period, key deadlines and steps, likely outcomes, exceptions and common issues consumers face under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

What Is the Cooling‑Off Period?

A cooling‑off period is a statutory right that allows a consumer to cancel a contract at a distance without giving a reason and without incurring liability beyond certain limited charges. In most cases under UK law:

• You have at least 14 calendar days to cancel a contract for the purchase of goods or services made at a distance (such as online).
• This right arises from the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (often called the “Consumer Contracts Regulations”), which replaced the old Distance Selling Regulations.

This statutory right applies automatically unless a specific statutory exception applies (see the Exceptions section below).

When Does the Cooling‑Off Period Start and End?

The starting point and end date of the cooling‑off period depend on the type of contract:

Goods

• The period normally begins the day after you receive the goods.
• You can cancel from the moment you place the order up to 14 days after delivery.
• If multiple items arrive at different times, the 14‑day period runs from when you receive the last item.

Services

• The period begins the day after you enter the contract (normally the day after you place the order).
• You have 14 days from this date to cancel.

Digital Content

• For downloadable digital content (e.g. apps, eBooks), the 14‑day period also begins the day after the contract is entered into, though you may be asked to consent to waiving this right if you choose to start the download immediately.

Step‑by‑Step: How to Cancel During the Cooling‑Off Period

To cancel an online purchase during the cooling‑off period, follow these steps:

1. Check Your Confirmation and Terms

When you order online, the seller must provide you with certain information, including details about your right to cancel and (in many cases) a model cancellation form. This is part of the information required under the Regulations.

Review your order confirmation or the seller's terms to establish:

• The exact date your cooling‑off period begins.
• Whether the seller has provided a cancellation form (you do not have to use it but it can be helpful).
• Any special instructions for cancellation.

2. Give Notice Before the 14‑Day Deadline

You must let the seller know within the 14‑day cancellation period that you wish to cancel. You can usually do this:

• In writing (by email or letter).
• Using the cancellation form (provided by the seller or standard model form).
• By any reasonable method specified by the seller (for example via an online account cancellation function).

Keeping a written record of the cancellation (e.g. an email) is sensible in case there is a dispute later.

3. Return Goods Promptly

After you cancel a goods contract, you generally need to return the goods to the seller within 14 days of cancellation. You may be responsible for the direct cost of returning goods unless the trader has agreed to bear it.

Goods must be returned in a condition where the value has not been significantly reduced by handling beyond what is needed to inspect the goods.

4. Request a Refund Within the Statutory Time Limit

When you exercise the right to cancel:

• The seller must refund you within 14 days of receiving the returned goods or evidence of return (such as proof of postage), whichever is earlier.
• For services, the refund must normally be made within 14 days of cancellation.

Refunds must include the total amount you paid (including standard delivery charges) unless the customer chose an enhanced delivery option.

Exceptions and Limits to Cooling‑Off Rights

Not all online purchases can be cancelled under the cooling‑off rules. Common exemptions include:

• Bespoke or personalised goods that are made to order.
• Perishable products likely to deteriorate quickly (e.g. fresh food).
• Sealed goods where the seal has been broken for hygiene reasons (e.g. certain CDs, DVDs, software).

Other exemptions under the Regulations may apply depending on the specific nature of the product or service.

What If the Seller Didn't Tell You About Your Rights?

If the seller fails to provide the required information about your cancellation rights:

• The statutory cancellation period can be extended.
• If correct cancellation information is not given within 12 months from the end of the original 14‑day period, you may have up to 12 months plus 14 days to cancel.

This extension only applies where the seller has not complied with their statutory information obligations.

Handling Disputes and Common Issues

Refund Delays

If a trader delays or refuses a refund after a valid cancellation:

• You may raise a formal complaint with the seller.
• If unresolved, consider Alternative Dispute Resolution (ADR), a claim in the small claims court or involving a trader ombudsman.
• Keep copies of all correspondence and proof of cancellation and return.

Digital Content Downloads

If you agreed to waive your cancellation right in order to start using digital content immediately (e.g. streaming or download):

• You may lose the right to cancel in some cases, depending on how consent was obtained.

Be sure to check how the seller has handled this consent in the ordering process.

Conclusion

The cooling‑off period under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provides a clear statutory right for consumers in England and Wales to cancel online purchases within at least 14 days of delivery or contract formation. Knowing when the period starts and ends, how to provide notice of cancellation, how to return goods and secure refunds, and what exceptions apply will help you exercise your rights confidently. If you encounter refusals or delays, clear evidence of cancellation and understanding statutory time limits will support your case through dispute resolution or claims processes.