Right of withdrawal

Consumer Contracts Regulations

The Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 apply to sales made by a seller acting in the course of business to a consumer which have been concluded at a distance. In other words, where there is no face to face contact between the seller and the consumer. This would cover sales over the internet.

The Consumer Contracts Regulations apply only to certain purchased items.

Under the Consumer Contracts Regulations a business seller has to refund the price of an item (and original delivery charges) if the consumer changes their mind within 14 calendar days of when they receive the returned item or proof that the return has been posted.

Consumers have a minimum of 14 calendar days from the day after the item is received to let sellers know they’d like to return the item for a refund. Sellers can set a longer returns timeframe if they choose. Consumers then have an additional 14 calendar days from when they let sellers know they want to return the item, to actually return it, or provide proof of the return. Legally, sellers will have to refund the original delivery charges as well, to the value of the cheapest postage option. Sellers can specify a returns timeframe and who pays for return postage when they create their returns policy.

Sellers must inform their customers of their right to withdraw from the contract within the 14 day cooling-off period. If sellers do not provide this information, consumers have up to 12 months to return an item for a refund.

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