Consumers’ cancellation rights
The stage at which you provide your consumers with the
required written information will affect when the cancellation
period ends.
Where the DSRs give consumers the right to cancel an order,
this right is unconditional and begins from the moment the
contract is concluded. Unlike when buying from a shop the
first time that a consumer will have an opportunity to examine
goods purchased by distance means is when they receive
them. When a consumer cancels a contract to which the
cancellation provisions apply they are entitled to a refund of
any money they have paid in relation to the contract even if
the goods are not defective in any way.
The time limits for cancellation are as follows,
for goods:
• seven working days (not including weekends or bank
holidays) after the day on which they receive the goods
– provided you give the consumer the required written
information no later than the time the goods are delivered
• seven working days from the day after the day on which the
consumer received the written information and within three
months of the goods being delivered, when the written
information is not provided at the time of delivery, or
• three months and seven days from the day after the day
the consumer receives the goods if you do not give the
required written information at all (or give it after the three
month period mentioned above).
