Cancellation rights

For distance sales, the law gives you 14 days to cancel from the date goods are delivered or the service contract is agreed. 

There are exceptions to this, including perishable or custom-made goods. You have the right to cancel a digital download up until the point the digital download process begins.

Refunds to consumers must be issued within 14 days of seller receiving the returned goods.

Refunds for goods bought online, by catalogue, phone or other forms of distance selling can be withheld until the consumer has returned the goods, and traders can deduct money if it appears the item has been used.

When the main contract is cancelled, all related contracts should also be cancelled by the trader, e.g. insurance cover or finance for a mobile phone or sofa.

If a service has begun during the 14 days cooling off period, all labour and materials provided to date will need to be paid for if the customer then decides to cancel the contract.