The short version
General information, not advice
- Goods bought online, by phone or on the doorstep: 14 days, starting the day after they arrive.
- Services: 14 days from the day after you agree. If you asked for the service to start sooner, you pay for what’s been done.
- Credit agreements: 14 days to withdraw. You repay what you borrowed plus interest for the days you had it, within 30 days.
- Energy switches: 14 days to cancel.
- You can cancel by email, letter or phone. It doesn’t have to be in writing, but keep a record.
Consumer Contracts Regulations 2013, as explained by Citizens Advice.
Goods bought away from a shop
The Consumer Contracts Regulations give you 14 days to cancel most things you buy online, by phone, by mail order or from someone at your door, starting the day after the goods arrive. You don’t need to give a reason. Once you’ve told the seller, you have another 14 days to send the item back, and the seller must refund you within 14 days of getting it back or receiving proof you posted it, whichever comes first. The refund includes standard delivery; if you paid extra for faster delivery, you pay the difference. The right doesn’t cover things made to your specification, perishable food, or sealed items such as music, software or hygiene products once you’ve opened them.
Services
For a service you arrange online, by phone or at home, the 14 days start the day after you agree to it. If you asked the business to start within those 14 days and then cancel, it can keep enough to cover what it has already done. That’s worth knowing before you ask a tradesperson to start straight away.
Credit agreements
Under the Consumer Credit Act you can withdraw from most credit agreements, including personal loans and credit cards, within 14 days, counted from the day after the agreement is made or you receive your copy of it, whichever is later. You can tell the lender by phone or in writing, using the contact details in the agreement. You then have 30 days to repay the money you borrowed plus interest for the days you had it, and the lender can’t charge a fee for the withdrawal. Agreements secured on your home and very large loans aren’t covered.
Energy and broadband
If you switch energy supplier and change your mind, you can cancel the switch within 14 days. Broadband and phone contracts taken out online or by phone have the same 14 days under the Consumer Contracts Regulations.
In a shop
There’s no legal right to return something from a shop just because you’ve changed your mind. Many shops allow it anyway, and their own policy decides the terms. Faulty goods are different wherever you bought them: you have separate rights to a refund, repair or replacement.
Sources, checked 27 September 2026: Citizens Advice: changing your mind about something you’ve bought · Citizens Advice: cancelling a service · Consumer Credit Act 1974, section 66A. Switch4Good Limited is a commercial business and not a charity. General information, not advice.
Common questions
Does the seller have to agree?
No. Within the 14 days you only have to tell them. They don't get a say.
What if I've used it?
You can still cancel, but the seller can take money off the refund if you've handled it more than you would in a shop.
Do I have to cancel in writing?
No. A phone call counts, but follow it up by email so you have a record.
Changed your mind about a switch?
Compare again through Switch4Good. The price is the same as going direct, and at least 50% of eligible commission goes to the cause you choose.