Customers have the right to cancel their order from the moment it’s placed until seven working days after they’ve received their goods.
However, the customer can’t return some goods if they’ve changed their mind. These include:
- CDs, DVDs or software if they have broken the seal or wrapping
- Perishable items like food and flowers
- Tailor-made and personalised goods
- Underwear and earrings
The regulations also cover faulty goods or items that don't match the description given.
If goods are faulty, the customer doesn’t have to cover the cost of returning an item, even if the terms and conditions usually ask customers to cover the cost of returns.
Download the Office of Fair Trading's Short guide for business on Distance Selling.