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Purchases · the UK
Checked 2026-09-30

↩️ How do I return an online order in the UK?

Short answer

You have 14 days to cancel an online or distance purchase without giving a reason. Tell the shop in writing, send the goods back within 14 days, and the shop must refund you, including the standard delivery cost.

⏱ Deadline14 days from the day you (or someone you chose) received the goods; for several items delivered separately, from the last one.

📜 Your rights

The rules in the UK

Under the Consumer Contracts Regulations 2013 you can cancel an online or distance purchase without giving a reason. For goods, the cancellation period ends 14 days after the day the goods come into your physical possession (for several deliveries in one order: after the last one).

  • Tell the trader clearly that you are cancelling: use the model cancellation form or any other clear statement. It counts if you send it before the 14 days end (reg 32). (legislation.gov.uk)
  • If the trader never gave you the required cancellation information, the period is extended by up to 12 months, or ends 14 days after you receive the information if it comes later (reg 31). (legislation.gov.uk)
  • You must send the goods back within 14 days after telling the trader you cancel. You pay the return cost only if the trader told you so beforehand and did not offer to pay it (reg 35). (legislation.gov.uk)
Law: regs 29-32 and 35 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134)
Official source: legislation.gov.uk · Checked 2026-09-30

🪜 Step by step

  1. Check the dateCount 14 days from the day the goods reached you. The letter only has to leave before the last day.
  2. Send the withdrawalUse the letter below, or the shop’s own withdrawal form or button. E-mail or the contact form is fine: keep a copy or a screenshot.
  3. Send the goods backWithin 14 days of your notice. Keep the proof of postage and the tracking number.
  4. Wait for the refundThe shop has 14 days from your notice, but it may wait until it has the goods back or your proof of sending.
  5. No refund?Use the letter for a refund that has not been paid, then the bodies under “If the trader does not answer”.

✉️ Your letter

Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
e.g. “1 pair of running shoes, size 42”
Your full name
Optional, but a letter by post needs it.

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

Chartered Trading Standards Institute (CTSI) – ADR Approved BodiesOfficial list of accredited consumer ADR bodies by sector; CTSI is the competent authority.🔗 tradingstandards.uk
Citizens Advice consumer helplineFree consumer advice (England and Wales); can refer complaints to Trading Standards.📞 0808 223 1133 🔗 citizensadvice.org.uk
Make a court claim for money (county court)Online or postal money claim in England and Wales; small claims track up to £10,000.🔗 gov.uk

📇 Every office for this in the UK →

❓ Frequently asked questions

Do I have to give a reason?

No. The right to withdraw from an online or distance purchase needs no reason at all.

Can the shop refuse because the box is opened?

No. You may handle the goods as you would in a shop to check them. The shop can only claim a deduction for a loss in value caused by handling beyond that — except for sealed hygiene items, audio, video or software you unsealed.

Does this apply to a shop in another country?

Usually yes, if the shop directs its sales to consumers in your country: you then keep the protection of your own country’s consumer law.

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “return online order the UK”
  • “14 day return right”
  • “withdrawal letter online purchase”
  • “send back parcel refund”
  • “cancel online order after delivery”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related

❔Can I return something I bought online? · Your right in one line→💶Refund not received→📭Parcel arrived damaged→📦Order not delivered→🛠️Faulty goods→📇Every office for this in the UK→

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