This is a different right from a faulty-goods claim. If you buy something online, by phone, or by mail order (not in a shop) and simply change your mind, the Consumer Contracts Regulations 2013 give you a 14-day cooling-off period to cancel — no reason needed, and it applies whether or not anything is wrong with the item.
| Right | Changed your mind (no fault) | Item is faulty |
|---|---|---|
| Time limit | 14 days to cancel + 14 days to return | Up to 6 years |
| Reason needed? | No | Yes — must be faulty, not as described, or unfit for purpose |
| Who pays return postage? | Usually you, unless the retailer says otherwise | Retailer, once the fault is accepted |
| Legal basis | Consumer Contracts Regulations 2013 | Consumer Rights Act 2015 |
14 days from the day you (or someone you nominate) receive the goods, to tell the seller you want to cancel. You then have a further 14 days to actually send the item back once you've told them.
No. Unlike a faulty-goods claim, the 14-day right to cancel under the Consumer Contracts Regulations applies even if there's nothing wrong with the item — you simply changed your mind.
You do, unless the retailer's returns policy says otherwise (many offer free returns as a goodwill or competitive policy, but it's not a legal requirement) or the retailer failed to tell you that you'd have to pay for it, in which case they must cover it.
No — there are exceptions, including made-to-order or personalised items, perishable goods, sealed items you've unsealed for hygiene reasons (like earphones or underwear), and digital downloads you've already started to access.
That's a separate, stronger claim under the Consumer Rights Act 2015's faulty-goods provisions (see our item-by-item guides), which isn't limited to 14 days and covers repair, replacement or refund for the fault itself.
No — the 14-day cooling-off right and the Consumer Rights Act's faulty-goods protections apply to purchases from a business/trader. Buying from a private individual, e.g. on a classifieds site, doesn't carry the same statutory protection.