UK Refund Request Form

UK Cooling off Period

1. When Do the Rules Apply?
  • Distance Selling: You legally get a cooling-off period only if you bought something online, over the phone, or via mail order.
2. Length of the Window
  • The standard legal minimum is 14 calendar days.
  • For physical goods: The 14 days begin the day after you receive delivery of the items.
  • If the seller fails to inform you: If the company does not explicitly tell you about your 14-day cancellation rights, your cooling-off period legally extends by up to 12 months.
3. Rules for Returns and Refunds
  • No Reason Needed: You do not have to provide any excuse or justification to cancel.
  • Returning Goods: Once you notify the seller you are cancelling, you have another 14 days to physically send the item back.
  • Delivery Fees: The seller must refund the cost of standard delivery if you paid one. They do not have to refund premium or express delivery upgrades.
  • Return Costs: You are usually responsible for the cost of return postage unless the retailer provides it for free or failed to state you had to pay it.
  • Handling items: You can handle an item to inspect it just as you would in a shop (e.g., trying on clothes). However, the retailer can deduct money from your refund if the item shows signs of unnecessary use or damage.
4. What is Exempt From the Cooling-Off Period?
You cannot cancel or get a refund under cooling-off rules for:
  • Custom-made or personalized items (e.g., tailor-made curtains).
  • Perishable goods (e.g., fresh food or flowers).
  • Sealed audio, video, or software if you have broken the seal..
  • Private sales between individuals where no business is involved.