Cancellation letter (14-day cooling-off period) – template
Use this form to cancel a contract made online, by phone or away from the trader’s premises within the 14-day cancellation period.
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What next?
Cancellation letter (14-day cooling-off period) – what you need to know
If you buy something online, by phone or by mail order, or sign a contract at your door, the Consumer Contracts Regulations 2013 usually give you 14 days to change your mind. You do not have to give a reason.
When does the 14 days start?
- Goods: 14 days from the day after you receive them.
- Services: 14 days from the day after the contract is made. If you asked for the service to start earlier, you may have to pay for what was provided.
- If the trader did not tell you about your right to cancel, the period can be extended by up to 12 months.
Returning goods and refunds
After cancelling you have another 14 days to send the goods back. The trader must refund you, including standard delivery, within 14 days of receiving the goods back (or evidence that you sent them). You may have to pay the return postage if you were told so beforehand.
Exceptions
The right to cancel does not apply to some purchases – for example made-to-measure items, perishable goods, sealed hygiene products once unsealed, and sealed audio, video or software once opened.
Frequently asked questions
Do I have to use this form to cancel?
No. Any clear statement that you are cancelling is enough, for example by email. The form simply makes it clear and gives you a record.
Does the right to cancel apply in shops?
No. It covers distance and off-premises contracts. Many shops offer their own returns policy, but that is goodwill unless the goods are faulty.
How do I prove I cancelled in time?
Send the form by email or recorded delivery and keep the confirmation.
This template is for general information and is not legal advice. It reflects the law of England and Wales as at October 2026. Check that it fits your situation before signing and take legal advice in unusual cases.