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.
Legal basis
Primary legislation and key regulations
Official guidance
CMA consumer enforcement (opens in a new tab)
CMA
Accepting returns and giving refunds (GOV.UK) (opens in a new tab)
CMA
CMA Digital Markets Unit (opens in a new tab)
CMA
Consumer Rights Act 2015 - Digital content rights (GOV.UK) (opens in a new tab)
Publication · GOV.UK
Consumer affairs (Department for the Economy) (opens in a new tab)
GOV.UK
Online and distance selling (opens in a new tab)
GOV.UK