Guide
When Does a Cooling-Off Period Start?
Guide to 14 day cooling-off period start dates under the Consumer Contracts Regulations 2013, including how the trigger event varies for goods, services, and digital content.
Quick answer
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK consumers have a 14 calendar day cooling-off period for most distance and off-premises contracts. When the cooling-off period starts depends on what you bought:
- Goods: The day after you (or someone you nominate) take physical possession of the goods.
- Services: The day after the contract is entered into.
- Digital content (not on a tangible medium): The day after the contract is entered into, but only if the trader has obtained your express consent and acknowledged that you will lose the right to cancel once download/streaming begins.
- Multiple goods in one order: The day after the last item is delivered.
- Regular deliveries: The day after the first delivery.
Worked examples: when the 14 days begin
| Purchase type | Trigger event | Cooling-off starts | Deadline |
|---|---|---|---|
| Online clothing order | Parcel delivered Mon 2 June | Tue 3 June (day after delivery) | Mon 16 June (14 calendar days) |
| Gym membership (online) | Contract signed online Mon 2 June | Tue 3 June | Mon 16 June |
| Streaming service subscription | Signed up Mon 2 June, started streaming immediately | Tue 3 June (but right to cancel lost once streaming began with consent) | Right to cancel likely lost |
| Furniture in two deliveries | Table delivered Mon 2 June, chairs delivered Fri 6 June | Sat 7 June (day after last delivery) | Fri 20 June (14 calendar days) |
The 14 day cooling-off period in detail
The right to cancel under the Consumer Contracts Regulations 2013 applies to:
- Distance contracts: Sales made online, by phone, by mail order, or away from the trader’s business premises.
- Off-premises contracts: Sales made in your home, at your workplace, or on an excursion organised by the trader.
The 14 days are calendar days, not working days. Weekends and bank holidays count. If the 14th day falls on a weekend or bank holiday, the deadline does not automatically move — the regulations do not provide for this extension, so you should act before the deadline.
When the right to cancel does not apply
The regulations list several exemptions where the cooling-off period does not apply at all:
- Personalised or custom-made goods.
- Perishable items (e.g. fresh food, flowers).
- Sealed goods that cannot be returned for health or hygiene reasons once unsealed (e.g. underwear, earrings).
- Sealed audio, video, or software once unsealed.
- Digital content where you have given express consent to begin the download/streaming and acknowledged the loss of cancellation rights.
- Newspapers, periodicals, and magazines (except subscription contracts).
- Accommodation, transport, catering, and leisure services for a specific date.
- Urgent repairs or maintenance you specifically requested.
- Goods that become inseparably mixed with other items.
Trader obligations
The trader must provide you with certain information before the contract is concluded, including:
- That you have a right to cancel within 14 days.
- How to cancel (a model cancellation form is provided in the regulations).
- Who pays for return postage (unless the trader has agreed otherwise, you pay).
- That if you requested the service to begin during the cooling-off period, you may have to pay for the portion of the service already provided.
If the trader fails to provide this information, the cancellation period is extended by 12 months, giving you up to 12 months and 14 days to cancel (regulation 31).
Step-by-step: working out your cooling-off deadline
- Identify your purchase type: is it goods, a service, or digital content?
- Find the trigger date: for goods, it is the delivery date (or last delivery date for multiple items). For services, it is the contract date.
- Count 14 calendar days from the day after the trigger date. Include weekends and bank holidays.
- Check the exemptions list to confirm the right to cancel applies to your purchase.
- If you want to cancel, notify the trader in writing before the 14 day deadline. Use the model cancellation form if one was provided, or a clear written statement.
- Return the goods within 14 days of notifying the trader of your cancellation (unless the trader collects them).
- Use the cooling-off period calculator to check your deadline date.
Key takeaways
- The 14 day cooling-off period for online and off-premises purchases is a statutory right under the Consumer Contracts Regulations 2013.
- The start date depends on what you bought: delivery date for goods, contract date for services.
- The 14 days are calendar days, not working days — weekends and bank holidays count.
- Digital content and certain other categories are exempt or have modified rules.
- If the trader does not tell you about your cancellation rights, the period can extend to 12 months and 14 days.
- Notify the trader in writing before the deadline if you want to cancel.