Retail & Consumer Goods UK-wide

Distance Selling and E-Commerce

Comply with Consumer Contracts Regulations for online, phone, and mail order sales.

Guide summary

Give customers a 14-day cooling-off period when they buy online, by phone or by mail order. Refund them within 14 days of getting goods back and never charge restocking fees. Display your business name, physical address, total price including VAT, delivery costs and delivery times before checkout. Deliver within 30 days unless agreed otherwise, and refund fully if you miss a guaranteed delivery date.

  • Give 14-day cooling-off period from delivery
  • Refund within 14 days of receiving returned goods
  • Never charge restocking fees
  • Deliver within 30 days or refund in full
  • Display total price including VAT before checkout
  • Provide business name, physical address and contact details
  • Extend cooling-off to 12 months if you miss cancellation info
  • Penalty up to 10% of worldwide turnover for breach
  • Customers can cancel if you miss an agreed delivery date
  • Proof of delivery is your responsibility
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Related guides in E-commerce

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.