Your rights when you buy online in the UK, in plain English

UK consumer law gives you stronger rights when you buy online than in a shop. Here are the parts that come up most often. This is a general guide, not legal advice.

You can change your mind

For most goods bought online, the Consumer Contracts Regulations give you 14 days from delivery to cancel, without giving a reason. You then have another 14 days to send the item back, and the store must refund you within 14 days of getting it back, or of you showing it's on its way.

There are exceptions, including personalised items, perishable goods and sealed items like cosmetics once they're opened.

If it's faulty

Under the Consumer Rights Act, goods must be of satisfactory quality, fit for purpose and as described. If they aren't, you have 30 days to reject them for a full refund. After that, the store gets one chance to repair or replace.

Discount codes and refunds

If you return part of an order that used a discount code, most stores refund what you actually paid for that item, with the discount shared across the basket. If returning items takes you below the code's minimum spend, check the terms: some stores adjust the refund.