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Consumer Rights.

Updated: 4 Mar 2021

Letter complaining that you couldn't cancel an online order

If a retailer disputes your right to cancel an online order within the 14-day cooling-off period, use our template letter to challenge this.
Which?Editorial team

[Your address]

[Company/supplier’s address]



Dear Sir/Madam,

Reference: [contract/order number]

On [date], I placed an order for a [item]. 

On [date], I wrote to you stating that I wished to cancel the order, but you have refused to accept this cancellation.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give me 14 days to cancel starting on the day I receive the goods.

I cancelled within this timeframe and have proof of postage that I have returned the goods to you.

The above regulations state that I am entitled to a full refund no later than 14 days from when you have received the goods or I have supplied evidence of their return. 

I have attached a copy of my proof of postage to the letter.

I look forward to receiving this refund no later than [date].

If I do not receive the sum of [£xx] within the timeframe above, then I shall commence court action with no further reference to you.

Yours faithfully,

[Your name]