TL;DR: Too long, Didn’t read
Online / Phone: YES. If you bought it at a distance (not face-to-face), you have a legal right to cancel within 14 days for any reason.
In-Store / In-Person: NO. You have absolutely no legal right to cancel just because you changed your mind.
The Exceptions: You cannot cancel contracts for custom-made items, perishable food, or sealed software that you opened.
The Refund: They must refund you within 14 days of getting the goods back.
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You just signed a contract for a new phone, or bought a sofa online. Two days later, you realize you can’t afford it, or you just don’t like it.
You call to cancel, and they say: “Sorry, you signed the contract. No cancellations.” Are they lying? It depends entirely on where you were standing when you paid.
The Golden Rule: Distance vs. Face-to-Face
The law treats “Distance Selling” (Online/Phone) very differently from “On-Premises” (In-Store) contracts.
A Quick Story: Meet Sarah
Sarah orders a TV online on Friday.
On Saturday, she sees a cheaper one in a shop and buys that instead.
She emails the online store to cancel the first TV.
They reply: “Order already processed. You cannot cancel.”
The Verdict: The store is wrong. Under the Consumer Contracts Regulations 2013, Sarah has a “Cooling-Off Period.” She can cancel for any reason (even just finding a cheaper deal) within 14 days of receiving the item.
Scenario A: You Bought it Online or by Phone You HAVE a Cooling-Off Period.
Because you couldn’t see or touch the item before buying, the law gives you a “safety net.”
Time Limit: 14 days from the day you receive the goods (or sign the service contract).
Reason: You don’t need one. “I changed my mind” is legally sufficient.
Refund: They must refund the cost + standard delivery fees. (You might have to pay return postage).
Scenario B: You Bought it In-Store You DO NOT have a Cooling-Off Period.
If you walked into a shop, signed a contract, or paid at the till:
The Law: The deal is done instantly.
The Myth: There is no “legal 14-day rule” for shops. If you change your mind 10 minutes later, they can legally say “No refund.”
The Exception: Many big stores choose to offer returns as a goodwill gesture, but they don’t have to.
What Can NEVER Be Cancelled?
Even online, some contracts are locked in immediately. You cannot use the Cooling-Off rule for:
Personalised Goods: A necklace engraved with your name.
Perishable Items: Flowers or food delivery.
Sealed Media: DVDs or Software if you broke the seal.
Hotel/Travel Bookings: Plane tickets and hotel rooms usually have their own strict cancellation rules.
How to Cancel (The Template)
If you are within your 14-day online window, send this email immediately. Do not just call (you need proof).
*”I am writing to exercise my right to cancel this contract under the Consumer Contracts Regulations 2013.
Order Number: [Number] Date Received: [Date]
Please confirm you have received this notice and issue a full refund within 14 days.”*
Summary: Where Were You?
Before you fight for a refund, ask yourself one question:
Did I see it in person? -> No legal right to return (unless faulty).
Did I buy it blind (Online/Phone)? -> You have 14 days to escape.
(Sources: Gov.uk – Consumer Contracts Regulations, Citizens Advice – Cancelling a Service)
This guide is for information purposes only and is not legal advice. Always consult a professional for high-value contract disputes.