The 14-day cooling-off period in the UK: rules, dates and exceptions

This guide covers the cooling-off period in the UK. If you live in the United States, read what a cooling-off period is instead. In the UK, the Consumer Contracts Regulations 2013 say that "the consumer may cancel a distance or off-premises contract at any time in the cancellation period without giving any reason, and without incurring any liability except under these provisions".

A distance contract is one made under an organised distance sales or service scheme without the trader and the consumer being physically present together, using only means such as the internet or phone. An off-premises contract is one made away from the trader's premises, such as at your door. So a broadband plan taken out online, such as with Sky or TalkTalk, is usually covered, and so are the other telecom contracts you sign up to remotely.

• Covered: contracts made online, by phone, by mail order, or away from the trader's premises.
• Not covered: things you arranged by going into the business's shop or premises. Citizens Advice says that in that case you will not get this cooling-off period.
• Some traders give you more time. Citizens Advice says 14 days is the minimum a seller must give, so check your terms.

The start depends on what you bought. For a service, or a download not supplied on a disc, the cancellation period "ends at the end of 14 days after the day on which the contract is entered into". For goods, it ends at the end of 14 days after the day the goods come into your physical possession. A cinema membership with Cineworld or Odeon Limitless is a service, and so is an energy supply such as Octopus Energy. Streaming sign-ups are covered in the streaming cancellation guides.

Day one is the day after you sign up or the goods arrive, not the day itself. If the trader failed to tell you about your right to cancel, the period can run up to 12 months longer (regulation 31).

You must tell the trader. Regulation 32 says you may either use the model cancellation form or "make any other clear statement setting out the decision to cancel the contract". A letter is a clear statement.

1. 1

   Work out your last day

   Count 14 days from the day after you signed up or the goods arrived. Our deadline calculator helps.

2. 2

   Write a clear statement

   Use the sample letter below. You do not have to use the trader's form.

3. 3

   Send it before the 14 days end

   Sending in time is enough, so post it with a method that records the date. See recorded delivery, Signed For or Special Delivery.

4. 4

   Keep your proof

   The burden is on you to show you cancelled in time, so keep the proof of posting and a copy of the letter.

Postbye mails your cancellation letter to the trader's UK address by Royal Mail, with a Signed For option, so you hold a dated record of sending inside the 14 days. See how it works.

Starting early changes what you owe. Regulation 36 says the trader must not begin a service before the 14 days end unless you made an express request, and for a doorstep or other off-premises contract the request must be on a durable medium such as paper or email. If you then cancel, you pay an amount "in proportion to what has been supplied, in comparison with the full coverage of the contract".

• You lose the right to cancel a service once it has been fully performed, if it began at your request and you acknowledged you would lose the right. This does not apply to the supply of water, gas, electricity or district heating.
• You bear no cost for a service in the cancellation period if the trader failed to give you the information on the right to cancel or on paying for a service started early, or started without your request.
• For digital content not supplied on a disc, such as a download, you lose the right if supply begins before the 14 days end after you gave your express consent and acknowledged that you would lose the right.

1. 1

   Expect your payments back

   Regulation 34 says the trader must reimburse all payments received from you, including the delivery charge. If you chose a dearer delivery, it need only refund the cost of its least expensive common and generally acceptable delivery. For goods, it may deduct any loss in value caused by handling them more than needed to establish their nature, characteristics and functioning.

2. 2

   Watch the deadline

   For a service, the refund is due by the end of 14 days after the day the trader is informed of your decision to cancel.

3. 3

   Pay no fee for the refund

   Regulation 34(8) says the trader must not impose any fee on you for the reimbursement.

Insurance has its own rule. The Financial Conduct Authority's handbook says a consumer can cancel "without penalty and without giving any reason" within 30 days for pure protection and payment protection contracts, or 14 days for other insurance. Exceptions include a travel and baggage policy of less than one month. See ICOBS 7.1.

Whether an online gym or leisure membership counts as a leisure service for a specific period is not settled by any official page we read. Check your terms for a cooling-off period rather than assuming you have one.

Parliament has passed new subscription rules in the Digital Markets, Competition and Consumers Act 2024, including a 14-day cooling-off right at sign-up, after a free or discounted trial, and after a renewal onto a term of 12 months or longer. Section 265 is marked prospective, which means it is not in force. Draft Regulations set 1 January 2027, but the government's draft guidance says "These Draft Regulations must be approved by Parliament before they can come into force." The draft Regulations say they come into force on 1 January 2027.

Until Parliament approves them, the 14 days above are the rules that apply. The subscription rules will apply to contracts entered into on or after 1 January 2027 if they come into force.