Shopping online: your 14 days to cancel

Applies across the UK · Checked against the sources on 7 November 2026

The short answer

For most things you buy online, by phone or by mail order, you can cancel within 14 days of the goods arriving, for any reason, even if nothing is wrong with them.

How it works

For goods, the 14 days start the day after they arrive.
For services, the 14 days start the day after you agree the contract.
Once you've cancelled, you have 14 days to send the goods back.
The seller must refund you within 14 days of getting the goods back, or of you showing you've sent them. The refund includes the standard delivery cost you first paid.
You may have to pay to send the goods back, if the seller told you so before you bought.

Things you usually can't cancel

Items made to your own specification, or clearly personalised.
Goods that go off quickly, such as fresh food.
Sealed goods that can't be returned for health or hygiene reasons, once unsealed.
Sealed CDs, DVDs and software, once unsealed.
Newspapers and magazines (except subscriptions).
Digital downloads, once they've started with your agreement.

If the seller didn't tell you

Sellers must tell you about your right to cancel. If they don't, the cancellation period can be extended by up to 12 months.

Faulty goods are different

This 14-day right is for changing your mind. If something is faulty, you have separate rights under the Consumer Rights Act 2015, including 30 days to reject it for a full refund, wherever you bought it.

Sources

This is general information, not legal advice. For help with your own situation, a free adviser such as Citizens Advice can help.

This is the kind of answer Gatridge AI is designed to give: short, with the official source and where the rule applies, on your phone.

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