If you want to cancel a distance selling contract, you usually have a legal right to do so 'unconditionally'. This means you can cancel without giving a reason. But it's only unconditional for a certain amount of time after a distance selling contract is 'performed' (a contract is usually 'performed' when you've received the goods or services you ordered). This time period is known as the 'cancellation period' or 'cooling-off period'.
(There are some exceptions to the right to cancel. See Exemptions from distance selling regulations for more information.)
Different cancellation rules apply depending on:
The tables below show how the cancellation periods vary.
When the seller gave the relevant information | Cancellation period | Example |
---|---|---|
Before the contract was agreed |
Ends 14 calendar days from the day after the goods were delivered |
Information is given to you before you buy your goods. Goods are delivered to you on 14 July. The cancellation period starts on 15 July. It ends 14 calendar days later, so you can't cancel after 28 July. |
At any time during the 12-month period starting on the day after the goods were delivered |
Ends 14 calendar days from the day after you received the information |
Goods are delivered to you on 14 July and the relevant information is given on 19 August. The cancellation period starts on 20 August. It ends 14 calendar days later, so you can't cancel after 2 September. |
Never given |
Ends 12 months and 14 calendar days from the day after you received the goods |
The goods are delivered on 14 July. The cancellation period starts on 15 July. It ends 12 months and 14 calendar days later, so you can't cancel after 29 July the following year. |
If the contract provides goods and services (such as supplying and fitting a new boiler), a seller must not start performing the service before the end of the normal cancellation period, which is 14 calendar days from the day after the goods are delivered.
When you must pay seller's costs
If you wish, you can ask the seller to start providing the service before the end of the normal cancellation period (14 calendar days).
If you do, and you then cancel it within the normal cancellation period, you'll have to pay for the service you received before you cancelled.
The price must be based on the contract price. If the contract price is excessive, the amount to pay will be based on comparative services available in the market.
When you don't have to pay seller's costs
If you cancel before the end of the normal cancellation period, you'll be able to cancel it without paying any of the seller's costs of providing the service, if:
You'll lose your cancellation rights if you:
When the seller gave the relevant information | Cancellation period | Example |
---|---|---|
Before the contract was agreed |
Ends 14 calendar days from the day after the contract is made |
Information is given to you before you agree to the contract. Contract is made on 14 July. The cancellation period starts on 15 July. It ends 14 calendar days later, so you can't cancel after 28 July. |
At any time during the 12-month period starting on the day after the contract was agreed |
Ends 14 calendar days from the day after the contract was made |
You agree to the contract on 14 July and the relevant information is given on 19 August. The cancellation period starts on 20 August. It ends 14 calendar days later, so you can't cancel after 2 September. |
Never given |
Ends 12 months and 14 calendar days from the day after the contract was made |
The contract is made on 14 July. The cancellation period starts on 15 July. It ends 12 months and 14 calendar days later, so you can't cancel after 29 July the following year. |
A seller must not start performing the service before the end of the normal cancellation period.
When you must pay seller's costs
If you wish, you can ask the seller to start providing the service before the end of the normal cancellation period.
If you do, and you then cancel it within the normal cancellation period, you'll have to pay for the service you received before you cancelled.
The price must be based on the contract price. If the contract price is excessive, the amount to pay will be based on comparative services available in the market.
When you don't have to pay seller's costs
If you cancel before the end of the normal cancellation period, you'll be able to cancel it without paying any of the seller's costs of providing the service, if:
When the seller gave the relevant information | Cancellation period | Example |
---|---|---|
Before the contract was agreed |
Ends 14 calendar days from the day after the contract was made |
Information is given to you before you agree to the contract. Contract is made on 14 July. The cancellation period starts on 15 July. It ends 14 calendar days later, so you can't cancel after 28 July. |
At any time during the 12-month period starting on the day after the contract was agreed |
Ends 14 calendar days from the day after the contract was made |
You agree to the contract on 14 July and the relevant information is provided on 19 August. The cancellation period starts on 20 August. It ends 14 calendar days later, so you can't cancel after 2 September. |
Never given |
Ends 12 months and 14 calendar days from the day after the contract was made |
The contract is made on 14 July. The cancellation period starts on 15 July. It ends 12 months and 14 calendar days later, so you can't cancel after 29 July the following year. |
Intangible digital content
A seller must not start supplying any intangible digital content (like a mobile app or computer program) before the end of the normal cancellation period.
But you can specifically ask for it to start before the normal cancellation period, as long as you've been told of the consequences and you've told the seller that you accept.
If you do ask for it, you'll lose the right to cancel if the supply of the digital content has started.
Tangible digital content
Where the seller is supplying digital content in a tangible form like a CD, and you cancel the contract before the normal cancellation period ends, you won't have to pay for it if: