When you buy online, by phone or by mail order from a UK seller, you have a right to change your mind that you do not have in a shop. Citizens Advice sets out how it works.

This guide is based on the public sources listed at the end. We have not tested the products or services mentioned.

This is a short reference page. The full guide is Online Shopping Rights and Returns: UK, EU, US and Canada Compared.

The cooling-off period

  • It starts the day after you receive the order, and you do not need a reason.
  • Tell the seller within 14 days, then send the item back within another 14 days. Keep proof of the cancellation.
  • If the seller did not give the required information in writing, the period extends to a year and 14 days.

Items with no cooling-off right

Perishables (flowers and food), personalised or made-to-measure items, items from private sellers, opened CDs, DVDs or software, and items with a broken hygiene seal such as earrings. Businesses must say before purchase if an item has no cooling-off period.

Returning the item

  • With a pre-paid label you pay no postage. Without one you usually pay, unless the seller did not say who pays.
  • Package the item carefully, because you can be charged for damage. Keep proof of posting.
  • The seller must refund within 14 days of receiving proof of posting or the item, whichever is first.
  • Standard delivery is refunded. The extra cost of a pricier option is not.
  • Tell a Buy Now Pay Later provider you are returning the item.

In shops

There is no automatic right to a refund for a change of mind. Many shops offer returns within about 14 or 30 days if the item is unused, but the shop decides.

Sellers outside the UK

Check their terms and customs rules. Refunds of VAT, customs duty or delivery fees can be applied for on GOV.UK.

See also: which online orders cannot be returned.

Last checked: 15 October 2026. Sources: Citizens Advice, changing your mind about something you have bought; GOV.UK, accepting returns and giving refunds.