You generally have 14 days to cancel an online order, starting from the day you receive the goods, under what is commonly known as the "cooling-off period."
When you make a purchase online, your rights as a consumer are protected, giving you a valuable window to change your mind. This right to cancel applies to most online purchases and offers a safety net, allowing you to return an item even if there's no fault with it.
The 14-Day Cooling-Off Period
The primary right to cancel an online order stems from consumer protection laws designed for distance selling. This provides you with a "cooling-off period" during which you can cancel your order for almost any reason.
- When it Starts: This 14-day period begins on the day you, or someone on your behalf, physically receives the goods. If your order contains multiple items that are delivered on different days, the 14-day window for the entire order starts from the day you receive the last item.
- Duration: You have 14 calendar days from this start date to inform the seller of your decision to cancel.
- Inclusions: Importantly, weekends and public holidays are fully included in this 14-day calculation, meaning they count towards your cancellation window.
This period allows you to inspect the goods, much like you would in a physical shop, before committing to the purchase.
Cancelling Before Dispatch
The easiest time to cancel an online order is before it has been dispatched by the seller.
- Process: Many online retailers offer a simple cancellation option directly through your account dashboard or by contacting their customer service department.
- Benefits: Cancelling before dispatch usually means a quicker refund and avoids the hassle of returning items once they've been delivered. Your payment may not even be processed until dispatch, making the cancellation and refund process more straightforward.
Cancelling After Delivery
If the goods have already been delivered, you can still cancel your order within the 14-day cooling-off period.
- Notify the Seller: You must clearly inform the seller of your decision to cancel within the 14-day window. This can be done via email, letter, or by using a cancellation form if provided by the retailer.
- Return the Goods: Once you've notified the seller, you then have another 14 days to return the goods to them. You are responsible for ensuring the goods are sent back.
- Receive Your Refund: The seller must issue your refund within 14 days of either receiving the goods back or receiving proof that you have sent them back (whichever is earlier).
Key Considerations for Cancellation
Understanding the nuances of the cancellation process can save you time and potential frustration.
How to Notify the Seller
Your notification to the seller must be a clear and unequivocal statement that you wish to cancel the contract.
- Written Communication: Always notify the seller in writing (email or letter) and keep a copy for your records. This provides proof of your cancellation request.
- Cancellation Forms: Some retailers provide a specific cancellation form on their website, which can simplify the process.
- Proof of Postage: When returning items, always obtain proof of postage. This protects you if the goods are lost in transit.
What Happens After Cancellation?
Once you cancel and return the goods, the financial aspects come into play.
- Refund Amount: You should receive a refund for the full purchase price of the goods, including the standard delivery cost you paid (if any). If you opted for a more expensive delivery option (e.g., express delivery), the seller is only obliged to refund the cost of their cheapest standard delivery.
- Return Costs: Unless the seller has stated otherwise in their terms and conditions, you are usually responsible for the cost of returning the goods.
- Condition of Goods: While you can inspect the goods, you should handle them carefully. If you have diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics, and functioning (e.g., by using them extensively), the seller may deduct an amount from your refund to compensate for the loss in value.
Here's a quick summary of the key timings:
| Action | Timing |
|---|---|
| Cooling-Off Period | 14 days from physical receipt of goods (or last item) |
| Notify Seller | Within the 14-day cooling-off period |
| Return Goods | Within 14 days of notifying the seller of cancellation |
| Seller Refunds | Within 14 days of receiving goods back or proof of return |
When You Might Not Be Able to Cancel
While consumer rights are broad, there are certain types of online orders where the right to cancel within 14 days does not apply:
- Custom-Made or Personalised Items: Goods made to your specific requirements (e.g., engraved jewelry, bespoke furniture).
- Perishable Goods: Items that spoil quickly (e.g., fresh food, flowers).
- Sealed Goods: Items that have been sealed for health protection or hygiene reasons, once unsealed after delivery (e.g., cosmetics, underwear, earrings).
- Sealed Audio/Video Recordings or Computer Software: Once unsealed after delivery.
- Newspapers, Periodicals, or Magazines: With the exception of subscription contracts.
- Services that have been fully performed: If you agreed for the service to start immediately and acknowledged that you would lose your right to cancel once the service was fully performed.
- Digital Content: If you agreed to immediate download or streaming and acknowledged that this would mean losing your right to cancel (e.g., e-books, music downloads).
- Tickets for Events: Such as concert or flight tickets, where the contract is for a specific date or period of performance.
Examples and Practical Tips
- Scenario 1: You ordered a new shirt online, it arrived on a Monday. You have until the end of the day on the second Monday two weeks later to inform the retailer you want to cancel.
- Scenario 2: You ordered a laptop and a mouse, which arrived on Tuesday and Wednesday respectively. Your 14-day cancellation window starts on Wednesday when the mouse (the last item) was delivered.
- Always Read Terms & Conditions: While basic rights are consistent, individual retailers' terms can offer more generous return policies.
- Document Everything: Keep records of your order, delivery dates, and all communication with the seller regarding cancellation.
- Consider Insured/Tracked Returns: For valuable items, using a tracked and insured return service is advisable to protect yourself in case of loss or damage during transit.
For more detailed information on your consumer rights when buying online, you can consult official government advice or reputable consumer advocacy websites.
