Can I return something I bought online?
Yes — online orders carry an automatic 14-day cooling-off right to change your mind, with some category exceptions. Under the Consumer Contracts Regulations 2013, when you buy at a distance (online, phone or mail order) you can cancel for any reason within 14 days, counted from the day after delivery. Once you've told the seller, you have a further 14 days to send the goods back, and the seller must refund within 14 days of getting them back (or your proof of postage, whichever is first). The refund must include the standard outbound delivery cost (only the standard rate if you paid for an upgrade). You normally pay return postage, but only if the seller told you so before you bought — otherwise they pay. This is separate from your faulty-goods rights. In short: yes, for most online purchases.
📋 The rules
- 14-day cooling-off to cancel, for any reason
- Clock starts the day after delivery
- A further 14 days to return after you cancel
- Refund within 14 days, including standard outbound delivery
- You pay return postage only if told before buying
🔓 Exceptions
- No cooling-off for personalised or made-to-measure goods
- Perishables, and unsealed hygiene/audio/video/software items, are excluded
- If not told of the right in writing, the period extends up to 12 months
⚠️ Penalties & fines
This is a consumer right, not a penalty. The seller must refund within 14 days, with no deduction unless you've handled the goods beyond what's needed to inspect them as you would in a shop — then they can reduce the refund for the lost value. If the trader didn't tell you about the cancellation right in writing, the cooling-off period extends to up to 12 months and 14 days. Displaying a "no refunds" sign or misleading shoppers about these rights is a criminal offence under unfair-trading rules, and under the DMCC Act 2024 (in force from 6 April 2025) the CMA can fine traders up to 10% of global turnover. Beware a myth: "I can return anything within 14 or 30 days" is false for in-store buys — there's no statutory cooling-off for face-to-face purchases; that's only goodwill. To cancel: notify the seller in writing within 14 days and keep proof of return postage.
📎 Official sources
- GOV.UK — accepting returns and giving refunds →
- Citizens Advice — changing your mind about something you've bought →
- Consumer Contracts Regulations 2013 →
❓ Frequently asked
Can I return an online order if I just change my mind?
Yes. Buying online gives you an automatic 14-day cooling-off period under the Consumer Contracts Regulations 2013, during which you can cancel for any reason, even if there's nothing wrong with the item. The 14 days run from the day after delivery, and you then have a further 14 days to return the goods.
How long do I have to send it back?
Once you've told the seller you're cancelling, you have a further 14 days to return the goods. So the cancellation and the physical return are two separate 14-day windows. It's wise to get proof of postage, because the seller must refund within 14 days of receiving the goods back or seeing your proof of return.
Do I get my delivery cost back?
Yes, the seller must refund the standard outbound delivery charge as well as the price of the goods. If you chose and paid for a premium or next-day delivery upgrade, they only have to refund the standard delivery cost. You usually pay the cost of returning the item, unless the seller failed to tell you that before purchase.
Are there things I can't return?
Yes. The cooling-off right doesn't cover personalised or made-to-measure goods, perishable items, newspapers, or sealed audio, video, software and hygiene-sealed products once you've unsealed them. You can inspect goods as you would in a shop, but if you use them beyond that, the seller can reduce your refund to reflect the lost value.
Does this apply to things I buy in a shop?
No. The 14-day cooling-off right applies to distance sales — online, phone and mail order — not to face-to-face purchases in a shop. In-store, there's no legal right to return goods just because you've changed your mind; any returns policy is the shop's goodwill. Your faulty-goods rights apply either way.
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