Your consumer rights when buying online in the UK

Your 14-day right to cancel

Under UK consumer law, most online purchases give you a 14-day cooling-off period from the day you receive the item. During this period you can cancel for any reason and receive a full refund, though you may need to cover the cost of returning the item yourself. This right does not apply to personalised goods, perishable items, or digital downloads you have already accessed.

Faulty goods

If an item arrives faulty or develops a fault within 30 days, you have the right to a full refund. After 30 days you may be entitled to a repair or replacement first, before a refund becomes an option. The retailer — not the manufacturer — is legally responsible for resolving the issue, so always contact the seller rather than the brand directly.

Where to go if things go wrong

Start by contacting the retailer directly in writing, keeping a copy of all correspondence and noting dates. If you paid by credit card or certain debit cards, you may be able to raise a chargeback claim with your bank if the retailer does not cooperate. Citizens Advice can provide free guidance on your options, including when to escalate to a formal complaint or small claims.