Online purchase refund on change of mind

Legal position:
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which apply to most online purchases in England and Wales, you generally have a legal right to cancel a contract for goods bought at a distance (such as online) if you simply change your mind. This is known as the cooling-off period. It starts from the day after you receive the goods and lasts for 14 calendar days. During this time, you can notify the seller of your decision to cancel, and they must refund you in full, including the basic delivery costs (though you may need to cover the cost of returning the items unless the seller agrees otherwise).

You then have a further 14 days to return the goods after notifying the seller. The refund should be processed within 14 days of the seller receiving the goods back (or evidence of their return). This right applies to consumers buying from traders, but there are exceptions, such as for bespoke or personalised items, perishable goods like food, sealed audio or video recordings if unsealed, or items that fluctuate in price (like shares). If the goods are faulty or not as described, separate rights under the Consumer Rights Act 2015 would apply instead.

Practical next steps:
If you are within the 14-day period and the exceptions do not apply, follow these steps to exercise your rights effectively:

1. Check the seller's terms and conditions or returns policy on their website, as they may offer a more generous period or process, but remember this does not override your statutory rights.

2. Notify the seller in writing (such as by email or through their online form) that you wish to cancel, stating the order details and that you are exercising your right under the Regulations. Keep a copy of this notification.

3. Arrange to return the goods in their original condition, ideally with proof of postage, to avoid disputes.

4. If the seller refuses or delays the refund, you could first try an informal discussion or a formal written complaint referring to the Regulations. If that fails, consider escalating to an alternative dispute resolution scheme if the seller is signed up (many are, via bodies like the Retail Ombudsman), or as a last resort, small claims court action if the amount justifies it, bearing in mind costs and evidence requirements.

Be aware that your rights could depend on specific details like the date of receipt, the nature of the goods, and whether the seller provided the required pre-contract information. If the purchase was not online or involves a different jurisdiction, the position may vary.