Calculate a 14 day cooling-off date

Which contracts have a 14 day cooling-off period

The Consumer Contracts Regulations 2013 (SI 2013/3134) give consumers a right to cancel distance and off-premises contracts within 14 days. This covers purchases made online, by phone, mail order, or in person away from a trader's premises (for example, at a door, in a hotel lobby, or at an exhibition). The cancellation window starts from the day after the contract is entered into, or the day the consumer receives the goods - whichever is later.

When the 14 day clock starts

For goods, the clock starts the day after the goods are delivered. For services, it starts the day after the contract is signed. For mixed goods-and-services contracts, it starts when the last item is delivered. If the last day of the 14 day period falls on a weekend, bank holiday, or public holiday, the right can be exercised until the end of the next working day.

Exemptions - what cannot be cancelled

Not all contracts can be cancelled under the cooling-off rules. Common exemptions include: personalised or custom-made goods, perishable goods, sealed audio/video recordings where the seal has been broken, digital content downloaded immediately, accommodation or transport bookings with specific dates, and services fully performed with the consumer's consent before the end of the 14 day period.

Getting a refund

The trader must refund the consumer within 14 days of receiving the cancellation notice. The refund must cover the original delivery charge if the consumer paid for delivery. The trader can withhold a refund until they have received the goods back (or proof of return). If the trader dispatched the goods to the consumer at their request, and there was a delivery cost, the trader can pass on the cost of standard delivery - but not premium or expedited delivery.