Cancelling an online order
The Consumer Contracts Regulations 2013 give you a cancellation period for distance purchases such as online orders. Usually that’s 14 calendar days.[1][2] The right doesn’t apply to sealed goods that aren’t suitable for return for health protection or hygiene reasons once they’ve been unsealed after delivery.[1] Many supplements fall into that category, so decide whether to keep the product before you break the seal.
If the product is faulty or not as described
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren’t, you have a short-term right to reject within 30 days, and the 30 days start once you own the goods and they’ve been delivered.[3] The seal exception above only affects the change-of-mind right; it doesn’t remove your rights when goods are faulty or mis-described.
| Situation | Right that usually applies |
|---|---|
| Changed your mind, seal unbroken | Cancel within the cancellation period |
| Changed your mind, seal broken | Usually no change-of-mind right for sealed hygiene goods |
| Seal broken on arrival, or tampered | Not as described or not of satisfactory quality: reject |
| Wrong product, weight or batch details | Not as described: reject |
| Past its best-before date on arrival | Raise with the seller as a quality issue |
How to ask for a refund
- Act quicklyContact the seller in writing within the relevant period.
- Be specificOrder number, batch number, what is wrong, and photos.
- Name the rightCancellation under the Consumer Contracts Regulations, or rejection under the Consumer Rights Act.
- Keep recordsEmails, receipts and proof of postage.
If the seller doesn’t help, Citizens Advice can advise you and refer problems to Trading Standards.[4] See reporting a problem.
Marketplaces and overseas sellers
On a marketplace, your contract is usually with the seller, not the platform; check who the seller is before buying. Sellers based outside the UK may be harder to pursue. See where to buy and how to check a UK seller.
Sources & further reading
Primary research, regulators and standards bodies are cited first. A source being listed here does not mean it supports every claim made by sellers; it supports the specific statement it is attached to.
- UK Government. The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Part 3 (incl. regulation 28(3)(a)). legislation.gov.uk, 2013. View source (opens in a new tab) [Legislation]
- nibusinessinfo.co.uk (Invest Northern Ireland). Exemptions from the right to cancel consumer contracts. nibusinessinfo.co.uk. View source (opens in a new tab) [Government business guidance]
- UK Government. Consumer Rights Act 2015, section 22: time limit for short-term right to reject (explanatory notes). legislation.gov.uk, 2015. View source (opens in a new tab) [Legislation (explanatory notes)]
- Surrey County Council Trading Standards. Who can help with food complaints. surreycc.gov.uk. View source (opens in a new tab) [Local authority guidance]