One of the most important implications of the distance selling regulations is a seven day cooling off period during which you have the right to cancel and get a full refund. In reality, it is more than seven days, because it starts at the point at which contracts are concluded, and ends seven working days after the day on which the goods have actually been delivered. As mentioned in the the distance selling section, the supplier is obliged to present you with specific pre-contractual information, concerning among other things, your cooling off rights, plus how, when and to whom items should be returned. If this information has not been presented to you before the items are delivered to you, your cooling off period will be extended to 7 days after the information is presented. Any later than this and your cooling off period may extend for up to three months!
How to cancel
You must provide notice of cancellation in writing and it must be posted to, left at, faxed or emailed to the business address of the supplier, and you must ensure this is sent no later than seven working days after receipt of goods. Ensure you keep proof of your cancellation notice in case of dispute. The supplier must then reimburse you within 30 days without charge (unless you have been expressly informed that you will be liable for a charge) and if you have any related credit agreements, these will also be cancelled. For more information about, returns and charges.
The work started before the end of the cancellation period
Unless you have agreed otherwise, goods must be delivered, or services performed within 30 days from the date you submitted your order. If you have commissioned a service under a distance selling contract and the supplier offers to start the work before the end of the 7 day cooling off period, then you can give up your right to cancel, but you must be notified of this and your express permission sought. If the work started with your permission and the supplier has not provided you with the compulsory pre-contractual information prior to their starting, you may still have your right to cancel and get a full refund even though the work has been completed!
Does the right to cancel apply for all goods bought by mail order?
There are obvious exceptions and you will not have the right to cancel with the purchase of the following goods:
- Goods made to a personalised specification
- Perishable goods, such as foodstuffs and flowers
- Audio/video recordings or software where the seal has been broken
- Newspapers, magazines or other reading material (not books)
- Gaming, betting, lotteries
- Know all the facts before you decide!
- Returns and refunds
- Protection against card fraud for mail order goods and services
- I’ve been sent stuff I never ordered!
Mail order and distance selling
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My young sister took plasma tv and washing machine on credit an knowing her contract at work was terminated.can she cancelle the contract immediately?
photo studio conned me into parting with £3,050 for a portfolio we didn’t need
We are advertising in a magazine and wish to cancel the advert.
It is only now they have said there are terms and conditions which we have not been sent or made aware of previously (until we mentioned cancelling).
Surely we should have been informed of the T&C’s? They are continuing to charge us for advertising – please assist
Hello. I have paid for pair of converse and have choosen the wrong size. I sent a message for an online shop about this problem and asked them to refund or change hthe size. They said that I should Order another pair of converse and they will cancel my previous order. I tried to do this but they had not got the size that I need. How can I ask for my money back? Thank you.
i purchased bracelet charms from pandora outlet which i didnt know was a fake company, all the charms were wrong and not as described , i sent them back to china but not received refund, i have sent numerous emails and they tried to banter. bank wont do anything, is there anyway i can get my money back.??
I have ordered and paid for a dress with debit card have not received it, they are refusing refund
until I return it, or I can choose another dress but, I would also have to pay for that?
I have paid for some shoes and tried 3 times to email the company but no reply can I get my bank to follow this up
How do I get my £200 deposit back from a holiday Company who claim the sofa bed needed replacing. This was not damaged when we left the apartment.
I purchased an item from baby haven.com as it was the cheapest there. The site used pounds sterling and gave no indication they were not uk based. Around a week later I was notified by customs that I had a few to pay to receive my parcel. This would have made the item ridiculously to expensive so I notified the company via email that I would like to cancel my order and receive a full refund. I also notified customs that I would not be paying the fee and asked them to return the item to the seller.
Customs have advised that they only ship back items to DHL at the end of each month so the parcel is unlikely to be in transit back to the seller until early Jan. The seller has suggested they will not issue my refund until the item is back in their warehouse, this will be approximately 2 months after I cancelled the order. Do I not have a right to a refun within 30 days of cancellation? If so how can I ensure I get it?
Thanks in advance
Hi
I bought 5 dresses off a web sight that clearly has the products made and shipped China they arrived and are hideous now I know with regards to returns and refunds with custom made items you don’t have much of a leg to stand on but after emailing them my disatisfaction as the dresses are basically two different colours they replied saying they have used chiffon and satin and I should expect colour difference as different materials !! But I have looked at the description of the dress on their sight and the it just states the material as chiffon (no where does it say &. Satin ! Do I have any rights as item not as described
I bought a fridge freezer online and when it arrived it was different instead as to what the picture advertised. When I told the company I was not taking the goods there response was I would have to paid £49 for the return of goods. I was told also information about the product in the picture might be different from what I received and I should have read the terms and conditions. these were hidden away within the website. Could you tell me If I should have to paid this £49 and what are my rights?
I bought clothes from an online shop they don’t offer refunds and it’s advertised as “we do not accept returns or exchanges and this is a legal agreement in our T&C”. Are they aloud to do this?
I cancelled a Amazon order on the 29.11.2016 they have refunded my account but I still have received to goods which will cost me money to send back also their was not paperwork about returning the goods with the goods which Amazon have asked for
Please help me I ordered a Segway for my daughter Christmas I ordered it on the 26/11/2016 I payed £249.00 throw pay pal I ordered it with smart
hover board and I still have not received it could you please tell me what I can do to receive my money back
I purchased some bedroom furniture and had to wait 7wks for it to arrive and when it did there was problems with 1 of the items which I pointed out to the driver and he took photos and said he would show them to his boss. I contacted the company and told them about the problem and was told they were talking to the manufacturer, i waited a further 2wks before I was emailed saying that the manufacturer would receive replacement parts, i.e. doors for the wardrobe in a minimum of another 2wks time and then I would have to wait for a delivery date from them. I’ve rang the company that I ordered the goods from and tools them that I am really unhappy about this and just want a refund and the goods just taking away. The company said that they would thing the manufacturer to do this, am I entitled to a full refund along with the delivery charge even if this has been going on for 9wks thus far?
I bought some paint at Essex Mustang Parts. After 2 months they canceled the order, their supplier couldn’t deliver. Now they don’t pay me my money back. Every time I call them, they promise to send me my money back, but nothing happens. I’ve been wanting for several months.
What can I do?
René D. Denmark