Guide
Distance Selling and E-Commerce
Comply with Consumer Contracts Regulations for online, phone, and mail order sales.
Retail & Consumer Goods
UK-wide
The Consumer Contracts Regulations 2013 give consumers additional rights when buying online, by phone, or by mail order. These 'distance selling' rules are in addition to the Consumer Rights Act.
Important: No restocking fees
You cannot charge restocking fees when customers exercise their cancellation right. This is illegal under the Consumer Contracts Regulations. You can only deduct from the refund if the customer has used the goods beyond what was necessary to check them.