CONSUMER RIGHTS · BUYING ONLINE VS IN STORE EXPLAINED
Buying Online vs In-Store Explained
Understanding distance selling rights, in-store purchases and key legal differences.
Quick summary
- Online purchases usually include a 14-day cooling-off period
- In-store purchases do not automatically include cancellation rights
- Faulty goods rights apply regardless of where purchased
- Some items are excluded from cancellation rights
For information only
Your consumer rights differ depending on how you purchase goods or services. Buying online provides additional cancellation protections compared to buying in-store. This guide explains distance selling rules and key exceptions. This is general information about UK consumer law. It is not legal advice.
What Is Distance Selling?
Distance contracts include purchases made:
- Online
- By phone
- By mail order
These are covered by the Consumer Contracts Regulations 2013.
Online Buying Rights
For most online purchases:
- 14-day cooling-off period applies
- You can cancel without giving a reason
- You have 14 days to return goods
- Refund must be issued within 14 days
Goods must be returned in reasonable condition.
Exceptions to Online Cancellation
No automatic cancellation right for:
- Perishable goods
- Personalised items
- Sealed hygiene goods once opened
- Digital downloads once accessed
- Accommodation or event tickets on specific dates
Buying In-Store
If you buy in-store:
- No automatic cooling-off period
- Refund policies are discretionary
- Faulty goods rights still apply
Retailers may offer goodwill returns.
Faulty Goods – Same Rights Everywhere
Under the Consumer Rights Act 2015:
- Goods must be satisfactory quality
- Fit for purpose
- As described
Within 30 days, you can reject faulty goods for full refund.
After 30 days:
- Repair or replacement
- Then price reduction or final refund
Delivery Responsibilities
Online sellers are responsible until goods are delivered to you.
If goods are lost in transit, the seller must resolve it.
Refund Timelines
Online refunds:
- Within 14 days of receiving returned goods
- Must include standard delivery cost
In-store refunds depend on store policy unless goods are faulty.
Key takeaways
- Online purchases usually include 14-day cancellation rights
- In-store purchases do not
- Faulty goods rights apply in all cases
- Some goods are excluded from cancellation
- Delivery risk remains with seller
Can a store refuse a refund if I change my mind?
Yes, if purchased in-store and goods are not faulty.
Do online sellers have to pay return postage?
Only if goods are faulty or they failed to inform you otherwise.
Are digital downloads refundable?
Not if you consented to immediate access and waived cancellation rights.
What if goods arrive damaged?
You can reject within 30 days for full refund.
Does this apply to services?
Services have separate rules but distance contracts still apply.