Any consumer buying goods or services online, via mail order, or over the telephone is entitled to a 14-day cooling-off period under UK law, so let’s look at this in more detail.
What does this mean?
Essentially, the 14-day cooling-off period allows customers to change their mind about a purchase, whether because they have found a better option or have simply changed their mind. This is in accordance with the Consumer Contracts Regulations in the UK, according to Citizens Advice.
To qualify for the 14-day cooling-off period, the purchase must have been made at a distance in some way. Typically, this relates to online orders but can also cover purchases made by telephone or mail order. It essentially allows the customer protection, as they have not seen the item in the flesh at the point of sale.
It is worth noting that this does not apply to any transactions made in a physical shop or purchases from a private individual.
How does the cooling-off period work?
The cooling-off period for goods comes into effect at the moment the customer receives the item. If a customer wishes to return the item and receive a refund, they must first contact the seller to explain this, ideally in writing. If there is a dispute around the cooling-off period for any reason, it can be worth contacting a London law firm, such as https://www.forsters.co.uk, for legal assistance.
If the purchase was a service, it is worth noting that the cooling-off period commences the day after the purchase is made.
