standard online return policyWhile specific return policies are set by individual retailers, online shopping regulations in the UK provide a strong baseline of consumer protection. The legal standard, outlined in the Consumer Contracts Regulations 2013, includes a 14-day "cooling-off period" during which you can cancel an order for most items for any reason. The UK's legal standard for online returnsYour right to a refund for unwanted online purchases is not just a store policy, but a legal right under UK law. For non-faulty items
- 14-day cancellation: You have 14 days after receiving your order to notify the retailer that you wish to cancel and return the goods. You do not have to provide a reason.
- 14-day return: Once you inform the retailer, you have an additional 14 days to send the items back.
- Prompt refund: The retailer must issue your refund within 14 days of receiving the returned goods or receiving proof from you that they were sent back.
- Standard delivery costs: If you return the entire order, the seller must refund your original standard delivery costs. You may have to pay for the return postage unless the retailer's policy says otherwise.
For faulty itemsIf an item is faulty, not as described, or not fit for purpose, your rights are covered by the Consumer Rights Act 2015 and are stronger than for a simple change of mind.
- Within 30 days: You have a "short-term right to reject" faulty goods and are entitled to a full refund.
- Within 6 months: The retailer must offer a repair or replacement. If this fails, you can request a refund. During this period, the retailer must prove the item was not faulty when you received it.
- Up to 6 years: You can make a claim for faulty items for up to six years (five in Scotland), but after six months, you must prove the item was faulty when you bought it.
Common exceptions to the 14-day ruleThe right to a "cooling-off period" does not apply to all products:
- Personalised or custom-made items
- Perishable goods, like fresh food or flowers
- Sealed items (like CDs, DVDs, or software) that have been unsealed after delivery
- Items sealed for health and hygiene reasons (like earrings) if the seal has been broken
How retailer policies may differWhile the legal minimum is 14 days, many retailers offer more generous policies to attract customers. Always check a specific retailer's policy for details on:
- Longer return windows: Many companies offer 30 days or more to return unwanted items, which supersedes the 14-day legal minimum.
- Return shipping costs: Some retailers provide free returns, while others require you to pay for postage. For faulty items, the retailer must pay the return costs.
- In-store returns: The right to a refund for a change of mind is not automatic for items bought in-store. It is at the retailer's discretion unless the item is faulty.
- Exchanges vs. refunds: For non-faulty items, a retailer may offer an exchange or store credit under their own policy. However, during the 14-day legal cancellation period, you are entitled to a refund.
