If you bought an item online, over the phone or by mail order:

  • You automatically get a 14-day ‘cooling-off period’ when you buy something you haven’t seen in person (see exceptions below). 
  • The cooling-off period starts the day after you receive your order, and there doesn’t need to be anything wrong with the item for you to get a refund. 
  • If you paid for standard delivery when you bought something, the seller has to refund this if you return it. 
  • If you chose a more expensive delivery option, you'll have to pay the difference.

You won’t get a cooling-off period when you buy:

  • Something that deteriorates quickly - like flowers or food.
  • An item that was personalised or custom-made for you.
  • Anything from a private individual rather than a business
  • A CD, DVD or software, if you break the seal on the wrapping.

For further information see the Citizens Advice website