What is a cooling-off period and when does it apply?

The cooling-off period exists because you could not inspect the goods or were not in a neutral setting. That logic explains where it applies and where it does not, which is more useful than memorising a list.

Step by step

1. Check how the contract was made.Online, by phone, by post, or at your home — a 14-day right generally applies. In a shop, in person, it generally does not.
2. Know when the clock starts.For goods, from the day you receive them. For services, from the day the contract was made. For a subscription, from the start date.
3. Notify within the window, then return.You must tell the seller within 14 days. You then usually have a further 14 to send goods back. Posting late without notifying can put you outside the right.
4. Know the exceptions.Personalised or made-to-order goods, perishables, sealed hygiene items once opened, sealed media once unsealed, and digital content once you have started downloading.
5. Understand services partly performed.If you asked for the service to start within the cooling-off period, you may owe for what has been provided. You can still cancel the rest.
6. Expect a refund within 14 days.From when the seller gets the goods back, or from when you prove you sent them. That includes the standard outbound delivery cost.
7. Check who pays return postage.Usually you, unless the seller said otherwise or the item is faulty. This must be made clear before you buy.
8. Keep proof of the notification and the return.A dated email and a tracked return. Most disputes are about whether and when you told them.

Tips

• You may handle goods as you would in a shop. Using them beyond that can reduce the refund, so keep the packaging until you decide.
• Faulty goods are a completely separate and stronger right, whatever the cooling-off position and wherever you bought them.
• Doorstep sales have their own protections precisely because of the pressure involved. Never feel obliged to decide on the spot.

Questions people ask