The UK's 14-day right to cancel an online order does not cover everything. Regulation 28 of the Consumer Contracts Regulations 2013 lists the exceptions. A fault or a wrong description is a separate matter.

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 exceptions that matter for shoppers

The right to cancel does not apply to:

  • Goods made to your specification or clearly personalised.
  • Goods that spoil or expire quickly. Fresh flowers are the usual example, although the regulation does not name them.
  • Sealed goods not suitable for return for health or hygiene reasons, once unsealed.
  • Sealed audio, video or software, once unsealed.
  • Goods that become inseparably mixed with other items after delivery.
  • Single newspapers and magazines (subscriptions are not excluded).
  • Contracts made at a public auction.
  • Fixed-date services such as accommodation, goods transport, vehicle rental, catering and leisure.

The regulation has no price threshold.

What this means for gifts

An engraved ring or a name printed on a mug is personalised, and a bunch of flowers perishes quickly. In both cases you cannot change your mind, but if the item arrives faulty or not as described, the seller must put it right. Check the seller's own policy and the delivery-date promise before ordering.

Our guides to ordering personalised gifts and sending flowers online cover what to check.

See also your 14-day rights in the UK.

Last checked: 15 October 2026. Sources: legislation.gov.uk, Consumer Contracts Regulations 2013, regulation 28.