Often consumers and retailers are confused about when and if you’re legally allowed to cancel an online order.
Under the Distance Selling Regulations you can cancel an online order the moment you place your order up until seven working days from the day after you receive your goods.
1 Cancel an online order right away
The Distance Selling Regulations enable you to cancel an online order in writing, by fax or by email, though it’s sensible to stick with the process the seller has set up - if it’s reasonable.
Most online sellers will provide an email address you can send cancellations to, or you can use this letter template to make a written cancellation under the Distance Selling Regulations.
The seller shouldn’t make cancelling an online order unnecessarily difficult. For example, you shouldn't need to call to get authorisation to return an item.
Or you shouldn't be told that items can’t be returned unless you’ve got a cancellation code.
Check the seller's terms and conditions and returns policy, as these will often set out the returns process. You have seven working days from the day after you receive the item to cancel your purchase.
2 Return your online order
The Distance Selling Regulations don’t actually set a time frame for returning an item once you've cancelled.
The seller shouldn't say that you've got seven working days starting the day after you receive goods to return them; this is the time frame you have to make a decision about whether you want the goods or not.
You should be given a reasonable amount of time to actually send the goods back to the seller. And you should endeavour to get the goods back to the seller within a reasonable time.
3 Check who pays postage
If the terms and conditions or returns policy don’t state who pays for returns, then the Distance Selling Regulations say the seller must cover the cost of postage.
Check whether the seller will arrange to collect the goods or whether it will cover your postage costs.