Step by step
Check the purchase type and dates
Confirm the seller, delivery date, whether it was bought online, by mail or phone, and whether an exception may apply. Downloads, personalised goods and some services can differ.
Send an unambiguous cancellation
Tell the seller in a durable written form that you are cancelling. Include the order number, item, date received and contact details; keep proof of sending.
Return as instructed
Protect the item, record condition and use a trackable method where appropriate. Keep postage evidence and do not delay while waiting for unnecessary authorisation.
Track the refund
Record the return date, delivery evidence and expected refund. Standard delivery costs and deductions depend on the applicable rules and handling.
Ready-to-use checklist
- Eligibility and exception checked
- Cancellation sent within applicable period
- Copy and timestamp saved
- Return condition photographed
- Postage or collection evidence kept
- Refund deadline tracked
Common problems
The seller says sale items cannot be returned
Sale pricing does not remove statutory rights. Distinguish a change-of-mind return from a faulty-goods claim and use current official guidance.
The item is digital or personalised
Do not assume the standard goods rule applies. Check the specific exception and what you agreed before supply began.
UK sources and scope
Checked 27 September 2026. Details may vary by nation, provider and circumstances; follow the linked official or specialist source for the current position.