Short answer
When you buy goods from a business online, you have two separate sets of rights: a 14-day cooling-off period to change your mind (under the Consumer Contracts Regulations 2013), and statutory rights to a refund if the goods are faulty (under the Consumer Rights Act 2015). You do not need a reason to return within 14 days — you do need the goods to be faulty to claim a refund after that.
The 14-day right applies to distance contracts (online, phone, mail order) with a business trader. It does not apply to: purchases from private individuals (e.g. eBay private sellers); digital content downloaded or streamed during the 14 days with your consent; bespoke or personalised items; perishables; sealed hygiene products opened after delivery; or accommodation and transport bookings.
1 The rule
The 14-day cooling-off right for online purchases is set out in
"A consumer may cancel a distance contract … at any time in the cancellation period … without giving any reason, and without incurring any liability."Read the official text
Separate from the cooling-off right, the Consumer Rights Act 2015 gives you a 30-day short-term right to reject faulty goods for a full refund, and a right to one repair or replacement attempt after that. Both rights are independent — you can use whichever is more favourable to you.
2 What you can do now
- Identify which right applies to your situation
There are two distinct routes: (1) <strong>Change of mind (14-day cooling-off)</strong> — you simply do not want the item, regardless of whether it is faulty. You have 14 days from delivery to notify the seller. The seller can require you to pay return postage unless they told you delivery was free and returns would be paid for. (2) <strong>Faulty goods (statutory rights)</strong> — the item is not of satisfactory quality, not fit for purpose, or not as described. Within the first 30 days you have the short-term right to reject and receive a full refund. After 30 days, the seller gets one attempt to repair or replace; only if that fails can you claim a refund (which may be reduced for any use you have had of the item). For digital content see the <a href="/articles/your-rights-digital-content" class="body-link">digital content rights article</a>.
- Notify the seller in writing within the 14-day window (change of mind)
Send an email or use the seller's cancellation form (they are required to provide one). State: your order number; the item you are cancelling; the date you received it; and that you are exercising your right to cancel under the Consumer Contracts Regulations 2013. Keep a copy. The 14-day clock runs from the date you received the goods — not the date of purchase. If the seller does not provide information about your cancellation right at the time of purchase, your 14-day window extends to 12 months from delivery.
- Return the goods within 14 days of cancelling
After notifying the seller, you have 14 days to return the goods. Return them in their original packaging where possible. If the seller has not told you who pays return postage, you can be required to pay — check the seller's returns policy. For faulty goods returns, the seller must pay return postage. Keep proof of posting (tracked or signed-for delivery) — if the parcel is lost you need evidence you posted it. The seller must refund you within 14 days of receiving the goods back (or proof you posted them).
- Escalate if the seller refuses to refund
If the seller refuses to refund within the required period, write a formal complaint letter citing the specific regulation or statute. Give them 14 days to respond. If they still refuse, you can: pay by credit card — Section 75 of the <a href="https://www.legislation.gov.uk/ukpga/1974/39/section/75" target="_blank" rel="noopener noreferrer">Consumer Credit Act 1974</a> makes the card issuer jointly liable for the seller's breach if you paid £100–£30,000 by credit card; raise a chargeback claim with your debit card provider (not a legal right but most banks operate this as a voluntary scheme); or issue a small claims court claim. See the <a href="/guides/debt/letter-before-action" class="body-link">letter before action guide</a> for how to write a pre-action letter, and the <a href="/guides/consumer/faulty-goods-refund" class="body-link">faulty goods refund guide</a> for the fault-based route.
3 When this does not apply
- Private sellers: the 14-day cooling-off right only applies to business sellers. Purchases from private individuals on marketplaces are not covered, though the seller may have their own returns policy.
- In-store collection: the cooling-off right under the Consumer Contracts Regulations applies to distance contracts. If you collected the item from a physical store (even after ordering online), the right may not apply — check whether the seller treats it as a distance or in-store sale.
- Digital content: once you have started downloading or streaming digital content (with your explicit consent that this begins before the 14-day period ends, and acknowledgement that you lose the cancellation right), you cannot exercise the cooling-off right. Standalone digital content rights are under CRA 2015.
- Unwashed or used goods: you can try the goods to check they fit or work, but excessive use beyond what is necessary to inspect them may reduce the refund the seller can provide.
4 Common questions
Do I need to give a reason for returning something I bought online?
No — for the 14-day cooling-off right you do not need to give any reason at all. Under the <a href="https://www.legislation.gov.uk/uksi/2013/3134/regulation/29" target="_blank" rel="noopener noreferrer">Consumer Contracts Regulations 2013, reg 29</a>, you can cancel "without giving any reason and without incurring any liability". The seller cannot refuse a change-of-mind return within 14 days on the grounds that you have not explained why.
The seller says I can only get a credit note — is that right?
No — for the 14-day cooling-off right and for faulty goods, you are entitled to a cash refund (to the original payment method), not a credit note or store credit. The seller can only offer a credit note if you agree to accept one. Insisting on a credit note when you are legally entitled to a refund is a breach of the Consumer Contracts Regulations or the Consumer Rights Act. State this clearly in writing.
I paid by PayPal. Does Section 75 apply?
Section 75 of the Consumer Credit Act 1974 applies to credit card transactions. It does not apply to PayPal, debit cards, or bank transfers. If you used PayPal, you can raise a dispute through PayPal's buyer protection scheme, which operates independently of the statutory rules. PayPal's buyer protection period is 180 days from the date of the transaction. If you used a credit card to fund your PayPal payment, Section 75 may still apply directly to the credit card — seek advice from your card issuer.
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