Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
What this means for your business
- Enforced by
- CMA, Trading Standards
- Applies to
- United Kingdom
- On this page
- 38 compliance obligations, 13 practical guides across 2 topics
What you must do
38 compliance obligations under this legislation.
Management duties 15
Arrange collection or return of goods and bear return costs when a consumer cancels
When a consumer cancels a purchase, you must either collect the goods (if you offered to or if they were delivered to their home and canât be posted) or give them a clear address to send the items back. You also need to pay the direct cost of returning the goods unless you told the consumer they would pay, and you must not charge them any other fees.
Arrange return of goods and bear return costs on contract cancellation
If a consumer cancels a contract, you must either collect the goods (when you offered to do so or when the goods were delivered to their home and canât be posted back) or give the consumer a clear address to send them back. You must pay the direct cost of returning the goods unless you correctly informed the consumer that they will bear the cost, and you cannot charge them any additional fees.
Do not start a service before the cancellation period ends unless the consumer requests it
You must wait until the statutory coolingâoff period is over before you begin delivering a service, unless the customer has given you a clear, express request to start early (and for offâpremises contracts that request must be on a durable medium). If you do start the service after such a request, you can only charge a proportionate amount for the part of the service supplied up to the point the consumer tells you they are cancelling.
Do not start digital content delivery before cancellation period ends
If you sell digital content that isnât on a physical medium (e.g., software download, streaming service), you must not begin supplying it until the consumerâs 14âday coolingâoff period is over. You may only start earlier if you have obtained the consumerâs clear written consent together with a written acknowledgement that they will lose their right to cancel, and you have sent the required confirmation. If you breach these rules, the consumer cannot be charged for any part of the content supplied during the cancellation period.
Do not start services in coolingâoff period unless consumer requests
You must not begin delivering a service while the consumer is still in their rightâtoâcancel period, unless the consumer expressly asks you to start (and does so on a durable medium for offâpremises contracts). If you do provide the service after such a request, you can only charge a proportionate amount for the part supplied up to the moment the consumer tells you they are cancelling, and only if you gave the required preâcontract information.
Inform consumers and obtain clear acknowledgement of payment before electronic orders
If you sell goods or services online, you must show the key contract information (the items listed in ScheduleâŻ2) in a clear, prominent way before the customer places the order. You also need to make sure the customer actively confirms that the order creates a payment obligation, use an unambiguous label on the order button (e.g., âorder with obligation to payâ), and clearly display any delivery restrictions and which payment methods you accept at the start of the ordering process.
Obtain clear consent and acknowledgement before supplying digital content
If you sell digital content that isnât delivered on a physical medium, you must wait until the 14âday coolingâoff period ends before you start providing it, unless the consumer gives you express consent and confirms they understand they will lose their right to cancel. You also have to send the required confirmation and must not charge the consumer if those steps arenât taken.
Only start a service after consumer request during coolingâoff period
You must not begin providing a service while the consumer is still in their cancellation (coolingâoff) period unless they expressly ask you to, and for offâpremises contracts that request must be on a durable medium. If you do start the service early, you can only charge for the part of the service delivered up to the consumerâs cancellation notice and only if you gave them the required preâcontract information; otherwise the consumer pays nothing.
Only start digital content delivery after consumer consent and cancellationâright acknowledgement
You must not begin providing digital content (such as downloads or streaming) until the 14âday coolingâoff period ends, unless the customer has explicitly agreed to start early and has been told they will lose their right to cancel. If you start without this consent, you cannot charge the consumer for any part of the content.
Provide address and arrange return of goods when a contract is cancelled
If a consumer cancels a purchase, you must either collect the goods (where you have offered to do so or where they cannot be returned by post) or give the consumer a clear address to send the goods back. You also need to tell the consumer who will pay the return cost, and if you fail to give that information you must pay the cost yourself.
Provide clear payment info and obtain explicit consent before online orders
If you sell goods or services online, you must show the customer all required payment and delivery information before they click to order, get a clear acknowledgement that the order means they will have to pay, and label the order button with wording that makes the payment obligation obvious. This ensures the contract is binding and compliant with consumer law.
Provide required preâcontract information and cancellation form
Unlimited fineIf you sell goods or services to a consumer away from your premises (e.g., online, by phone or doorâtoâdoor), you must give them all the information listed in ScheduleâŻ2 and a cancellation form, in a clear, legible format, before the contract is binding. The information can be on paper or any durable medium the consumer agrees to, and it must be provided on time.
Provide required preâcontract information for distance sales
When you sell goods or services online, by phone, mail or any other distance method, you must give the consumer all the information set out in ScheduleâŻ2 in a clear, easyâtoâunderstand way before the contract is formed. If the consumer has a right to cancel, you must also supply the standard cancellation form. The information must be legible on any durable medium and, where the communication channel is very limited (e.g., SMS), the key bits must appear there with the rest provided by another suitable method.
Provide required preâcontract information for distance sales
Before you bind a consumer to a distance contract (online, phone, mail, etc.), you must give them all the information set out in ScheduleâŻ2 in a clear, easyâtoâunderstand way that fits the communication method youâre using. If the consumer has a right to cancel, you must also supply the standard cancellation form, and the information must be legible on any durable medium. When space or time is limited (e.g., a banner ad), you must still present the key items directly and supply the rest by another appropriate means.
Show clear payment info and get explicit consent for online orders
If you sell goods or services online and the customer must pay, you must display the key payment information in a clear, prominent way before they place the order. You also need to make sure they explicitly acknowledge that placing the order creates a payment obligation, use an unambiguous button label, and clearly state any delivery restrictions and accepted payment methods at the start of the ordering process.
Notifications 10
Acknowledge consumer cancellations promptly
If a customer uses the online form or any other method you provide on your website to cancel or withdraw from a distance contract, you must immediately confirm that you have received their cancellation. The acknowledgement must be sent on a durable medium such as email or a written letter, and it should be sent without delay so the consumer knows their request is being processed.
Acknowledge consumer cancellations promptly
When a customer decides to cancel a distance or offâpremises contract, you must let them do so using the model cancellation form or any clear statement. If you offer a form on your website and the customer uses it, you must send them an acknowledgement of receipt on a durable medium (e.g., email) as soon as possible.
Acknowledge consumer cancellations promptly on a durable medium
If you give customers the option to cancel a distance or offâpremises contract on your website, you must send them an acknowledgement that you have received their cancellation as soon as possible, using a durable medium such as email or a written letter. You also need to accept any clear statement of cancellation, not just the model form.
Disclose identity and purpose at start of sales calls
If you call a consumer to try to sell a distance contract, you must tell them who you are, who youâre calling on behalf of (if anyone), and that the call is for commercial purposes. This information has to be given before the conversation goes on.
Disclose identity and purpose at start of sales calls
If you call a consumer with the aim of selling them a distance contract, you must begin the call by telling them who you are, who youâre calling on behalf of (if thatâs not you), and why youâre calling. This must be done for every such sales call.
Disclose identity and purpose at start of sales calls
When you call a consumer to try to sell or finalise a distance contract, you must tell them who you are, who youâre calling on behalf of (if itâs not you personally), and that the call is for commercial purposes. This information has to be given at the very beginning of the conversation, before any sales talk.
Provide contract confirmation for distance sales
When you sell goods or services to a consumer at a distance (online, phone or mail), you must send the consumer a written confirmation of the contract on a durable medium. The confirmation must contain all the required information and be sent in a reasonable time â no later than the goods are delivered or before any service starts.
Provide contract confirmation on a durable medium
When you sell goods or services to a consumer at a distance (online, by phone, post, etc.), you must send them a written confirmation of the contract on a durable medium. The confirmation must contain all the information required by the Regulations (or that you have already provided) and be sent promptly â no later than the goods are delivered or the service begins.
Provide required preâcontract information and cancellation form for offâpremises contracts
Before you bind a consumer to a contract made away from your business premises (for example at their home or over the phone), you must give them all the information set out in ScheduleâŻ2 in a clear, legible format, and, if they have a right to cancel, hand them the standard cancellation form. The information must be on paper or another durable medium and you need to keep proof you supplied it.
Provide required preâcontract information for distance sales
Before you bind a consumer to an online, phone or mail order, you must give them all the information set out in ScheduleâŻ2 in a clear, easyâtoâunderstand way that suits the communication channel youâre using. If the contract gives a right to cancel, you also have to supply the standard cancellation form. The information must be legible on any paper or electronic copy, and where the channel has limited space you must show the key items there and provide the rest by another suitable method.
Other requirements 2
Provide contract confirmation on a durable medium
When you sell anything to a consumer at a distance (online, by phone or mail), you must send the consumer a written (or other durable) confirmation of the contract. The confirmation must contain all the information required by ScheduleâŻ2 (unless you have already given it) and, for digital content, must also confirm the consumerâs consent. It has to be sent within a reasonable time â no later than the goods are delivered or before you start providing any service.
Provide required preâcontract information and cancellation form
When you sell to a consumer away from your premises (e.g., doorâtoâdoor, telephone, online), you must give them the information set out in ScheduleâŻ2 in a clear, legible way, and if they have a right to cancel you must also hand them a cancellation form. This must be done on paper or another durable medium the consumer agrees to, and it has to be supplied before the contract is binding.
Payments and fees 2
Charge only basic rate for consumer helpâline calls
If your business runs a telephone line for customers to call about contracts, you must not make them pay more than the basic telephone rate. Should you charge a consumer a higher amount, you are required to pay them back the excess. Make sure your phone system and billing are set up accordingly and keep records of what you charge and any refunds.
Charge only basicârate for consumer helpâline calls
If you run a telephone helpâline for customers to discuss contracts, you must not make them pay more than the basic call rate. If a consumer is charged a higher rate, you have to repay the difference.
Offences and prohibitions 6
Be liable for another's failure to give cancellation notice
Unlimited fineIf someone else fails to give the required notice of a consumer's right to cancel a contract, and that failure is caused by your act or omission, you can be prosecuted as a secondary offender. You may be punished even if the primary offender is also prosecuted, and you face the same penalties as the original offence.
Cause another person to breach consumer cancellation notice duties
Unlimited fineIf a person commits an offence for failing to give the required notice of a consumer's right to cancel, and that failure is because of your act or omission, you can be prosecuted as well. You may be punished even if the original offender is not charged.
Company and officer liability for offences under regulation 19
Unlimited fineIf your business commits an offence under regulation 19 of the Consumer Contracts Regulations â for example, providing false preâcontract information â and it was done with the consent, connivance or negligence of a director, manager, secretary or similar officer, both the company and that officer can be prosecuted. They will face the same penalties that apply to the underlying offence.
Corporate offence liability for officers
Unlimited fineIf your company (or a Scottish partnership) commits an offence under regulation 19 and the breach is caused by an officerâs consent, connivance or neglect, both the company (or partnership) and the officer can be prosecuted. The officer can be anyone acting as a director, manager, secretary or similar, even if only pretending to hold that role.
Fail to give notice of cancellation right
Unlimited fineIf you, as a trader, enter into an offâpremises contract that falls under regulationâŻ10 and you do not provide the consumer with the cancellation information set out in ScheduleâŻ2 (paragraphsâŻl,âŻm orâŻn), you commit a criminal offence. On conviction in the magistratesâ court you can be fined up to an unlimited amount. No imprisonment is provided for this offence.
Fail to give required cancellation notice
Unlimited fineIf you are a trader who makes an offâpremises contract covered by regulationâŻ10 and you do not provide the consumer with the information about their right to cancel as set out in ScheduleâŻ2 (paragraphsâŻl,âŻm orâŻn), you commit a criminal offence. On conviction in the magistratesâ court you face an unlimited fine. No prison term is mentioned.
Record keeping 3
Provide copy or confirmation of offâpremises contracts
If you sell a contract away from your business premises (e.g., at a consumerâs home or over the phone), you must give the consumer either a paper copy of the signed contract or a written confirmation that includes all the required information. This must be supplied on paper (or another durable medium if the consumer agrees) within a reasonable time â but no later than the delivery of any goods or before any service starts. For digital content, you also need to confirm the consumerâs consent and acknowledgement.
Provide copy or confirmation of offâpremises contracts
When you sell goods or services away from your business premises, you must give the consumer a copy of the signed contract or a written confirmation that contains all the required information. You can give it on paper or, if the consumer agrees, on another durable medium, and it must be supplied within a reasonable time â no later than the goods are delivered or before any service starts.
Provide copy or confirmation of offâpremises contracts
If you sell to a consumer away from your premises (e.g., at their home, by doorâtoâdoor or at a trade fair) you must give them either a copy of the signed contract or a written confirmation that contains all the information required by the regulations. This must be on paper or another durable medium the consumer agrees to, and it must be supplied within a reasonable time â no later than when any goods are delivered or before any service begins. For digital content you also need to confirm the consumerâs consent and acknowledgement.
Penalties for non-compliance
8 penalties under this legislation. 8 carry an unlimited fine.
Fail to give rightâtoâcancel notice to consumer
Unlimited fine
Be liable for another's failure to give cancellation notice
Unlimited fine
Cause another person to breach consumer cancellation notice duties
Unlimited fine
Company and officer liability for offences under regulation 19
Unlimited fine
Corporate offence liability for officers
Unlimited fine
Fail to give notice of cancellation right
Unlimited fine
Fail to give required cancellation notice
Unlimited fine
Officer liability for corporate consumer contract offences
Unlimited fine
Practical guidance
Our guides explain how to comply with the requirements above.
Sector-Specific 9
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UK retail market statistics, ecommerce growth trends, and investment opportunities for retailers operating in Great Britain.
Consumer Rights and Returns
Understand consumer rights for returns, refunds, and replacements under the Consumer Rights Act 2015.
Distance Selling and E-Commerce
Comply with Consumer Contracts Regulations for online, phone, and mail order sales.
Distance and off-premises selling requirements
Your legal obligations when selling to consumers online, by phone, by mail order, or at their home. Covers âŚ
E-commerce legal compliance checklist
Quick reference checklist for online retailers to audit their e-commerce legal setup against the Consumer Contracts Regulations 2013 âŚ
Consumer rights quick reference for traders
A quick reference card for traders covering what consumers can claim under the Consumer Rights Act 2015. Key âŚ
Write consumer-friendly terms and conditions
How to write consumer contracts that are legally compliant and enforceable. Covers the transparency requirement under the Consumer âŚ
Digital & Technology 4
E-commerce regulations for online selling
Legal requirements for selling online - including consumer contracts, pre-contract information, cancellation rights, and digital content regulations.
Tech Sector Compliance Overview
Comprehensive guide to regulatory compliance for technology businesses - UK GDPR, data protection, online safety, cybersecurity, and sector-specific âŚ
Consumer rights compliance for digital content sellers
Your legal obligations under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 when selling software, apps, âŚ
E-commerce and digital exporting
Selling internationally through online marketplaces, understanding distance selling regulations, and VAT obligations.
Sections and provisions
51 classified provisions from this legislation.
Duties 15
- s.3 Review
- s.10 Information to be provided before making an off-premises contract cancellation form
- s.12 Provision of copy or confirmation of off-premises contracts
- s.13 Information to be provided before making a distance contract
- s.14 Requirements for distance contracts concluded by electronic means The trader
- s.15 Telephone calls to conclude a distance contract
- s.16 Confirmation of distance contracts
- s.23 Duty to enforce weights and measures authority âŚ
- s.32 Exercise of the right to withdraw or cancel
- s.35 Return of goods in the event of cancellation
- s.36 Supply of service in cancellation period The trader
- s.37 Supply of digital content in cancellation period the trader
- s.41 Help-line charges over basic rate
- s.44 Complaints an enforcement authority
- s.46 Notification of undertakings and orders to the CMA undertaking given
Offences and penalties 3
Definitions 4
Exemptions 11
- s.2 Regulations superseded
- s.6 Limits of application: general
- s.7 Application of Part 2
- s.9 Information to be provided before making an on-premises contract
- s.11 Provision of information in connection with repair or maintenance contracts
- s.17 Burden of proof in relation to off-premises and distance contracts
- s.20 Defence of due diligence
- s.27 Application of Part 3
- s.28 Limits of application: circumstances excluding cancellation
- s.34 Reimbursement by trader in the event of withdrawal or cancellation
- s.40 Additional payments under a contract