Your right to cancel when you buy online

Under the Distance Selling Regulations (DSRs) you have the right to a cooling off or cancellation period

The Distance Selling Regulations apply to contracts for goods and services supplied to consumers where they have no face to face contact with the supplier - for instance by mail order, the phone, fax, over the internet or interactive TV.

When you buy a product or service online the trade must tell you in writing either before (when the goods are delivered) or soon after the time a service starts your right to cancel. They should state when and how you can exercise your right to cancel. They should also tell you what their returns policy is and if you will be responsible for the costs of returning or recovering the goods.

Right to Cool Off

The Distance Selling Regulations give you the right to change your mind and cancel an order within seven working days. Should you decide to cancel, notify the seller in writing, either by fax, email or letter. If you send a letter, it would be sensible to use a proof of posting certificate or better yet the "Recorded signed for" service of the Royal Mail. Cancelling by phone is not sufficient, unless both the buyer and seller agree.

A seller must tell you that if you begin the provision of service before the seven working day cooling off period, you are entitled to know how it will affect your right to cancellation.

Time limits:

Goods: Seven working days after the day on which the goods are received;
Services: Seven working days after the day on which you agree to go ahead with the agreement.

Exceptions to the right to cancel

  • Perishable goods such as flowers or fresh food.
  • Customised goods that are made to your personal requirements or specifications.
  • Opened CD/DVDs and computer software
  • Newspapers, periodicals or magazines.
  • Lottery, betting or gaming services.
  • The supply of goods or services when the price is based on financial market fluctuations which are out of the control of the trader.

To read the full text of the Distance Selling Regulations go to: http://www.opsi.gov.uk/si/si2000/20002334.htm