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Changing your mind: online returns and the 14-day cancellation right

If you buy goods from a business online, by phone or by mail order, you can usually cancel within 14 days of delivery without giving a reason, even if nothing is wrong with them. In a shop there is no legal right to return something you simply do not want, although many shops offer a returns policy.

Reviewed 23 September 2026 · applies across the UK unless a nation is named · sources listed below · how we check

How the 14 days work

The cancellation period ends 14 days after the day you receive the goods. If an order arrives in several deliveries, it runs from the day you receive the last item. Once you have told the seller you are cancelling, you then have 14 days to send the goods back.

Your refund

The seller must refund you within 14 days of receiving the goods back, or of receiving evidence that you have sent them, whichever is sooner. The refund includes the standard delivery charge you paid, but not any extra you paid for premium delivery. If you handled the goods more than you would need to in a shop to see what they are like, the seller can deduct an amount for the reduced value.

Who pays return postage

You do, unless the seller has said it will pay, or it did not tell you before you bought that you would have to pay.

Goods you cannot cancel

The right does not apply to some goods, including:

goods made to your specifications or clearly personalised
goods that can deteriorate or expire rapidly, such as fresh food
sealed goods that are not suitable for return for health or hygiene reasons once unsealed
sealed audio or video recordings and software once unsealed
newspapers and magazines, except subscriptions
digital downloads, once they have started with your agreement and your acknowledgement that you lose the right to cancel

If the seller did not tell you about the right

If the seller failed to give you the required information about cancelling, the cancellation period is extended by up to 12 months.

Services bought online

For a service, the 14 days run from the day you enter into the contract. If you asked for the service to start within that period, you may have to pay for what has been provided up to the point you cancel.

Quick answers

Can I return something I bought in a shop because I changed my mind?

There is no legal right to, but many shops have a returns policy that lets you. If a shop has a published policy, it should stick to it. Faulty goods are different: you always have rights for those.

Who pays to send an online order back?

You do, unless the seller says it will or did not tell you before you bought that you would have to pay.

Can a seller refuse a return because I opened the box?

Not usually. You can open packaging and inspect goods as you would in a shop. The exceptions are sealed hygiene items, and sealed audio, video and software. If you have used the goods more than needed to inspect them, the seller can reduce your refund.

Does the 14-day right apply to marketplace purchases from private sellers?

No. It only applies when you buy from a business. Private sellers are covered by much narrower rules.

Official sources

Check your own situation

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Reviewed 2026-09-23. General legal information about UK consumer rights, not legal advice.