How do I cancel something bought at the door or by phone?

Buying away from a shop gives you more protection than buying in one, because the law recognises you had no chance to consider it properly.

Safety

Step by step

1. Know which contracts are covered.Anything agreed away from business premises — at your door, in your home, at a workplace — or at a distance by phone, online or post. That covers most doorstep sales and cold calls.
2. Know the standard period.14 days to cancel without giving a reason. For goods it runs from delivery; for services it runs from the day the contract was made.
3. Check whether they told you properly.The trader must give written notice of the cancellation right. If they did not, the period extends — commonly by up to a year. Many doorstep traders fail this, which is often the strongest ground.
4. Cancel in writing.Email or letter, stating clearly that you are cancelling under your right to cancel, with the date, what was bought and any reference. Verbal cancellation is far weaker.
5. Keep proof of when you sent it.The cancellation counts from when you send it, not when they read it. Keep the sent email or proof of posting.
6. Understand the service exception.If you asked for a service to start within the cancellation period and it has begun, you can still cancel but may owe for what has been done. You cannot cancel a fully completed service for free.
7. Know what is excluded.Made-to-measure and personalised goods, perishables, and some sealed items once opened. Building work you asked to start early is also treated differently.
8. Return goods properly.Send them back within 14 days of cancelling. You may have to pay return postage unless the trader failed to tell you otherwise. Keep proof of return.
9. Expect a refund within 14 days.From when they get the goods back, or from when you cancelled for a service. That includes the original standard delivery charge.
10. Escalate if they refuse.Complain in writing first. Then Citizens Advice, which passes reports to Trading Standards. For finance agreements, the Financial Ombudsman Service.
11. Use a chargeback or Section 75 if you paid by card.A credit card purchase over £100 makes the card provider jointly liable under Section 75. Debit cards have chargeback, which is weaker but still useful.
12. Refuse to engage next time.Nothing legitimate requires an immediate doorstep decision. 'I never agree to anything at the door' is a complete answer and needs no justification.

Tips

• 14 days, no reason needed. If they never told you in writing about the right, it extends a long way.
• Cancel in writing and keep proof of sending — the date you sent it is what counts.
• Paid over £100 on a credit card? Section 75 makes the card provider jointly liable.

Common mistakes

• Cancelling only by phone — There is no record of what was said or when. Written cancellation with proof of sending is what you need if it is disputed.
• Letting work start immediately to be helpful — Once a service you requested early has begun, you can still cancel but may owe for what has been done. Wait out the period where you can.

If it doesn't work