Written notice of cancellation
If you want to cancel an order, you must send the trader a written notice of cancellation within 14 days of receiving the goods or placing the order. Just returning or not collecting the goods is not enough. You can also cancel your order before the goods have been delivered.
Cancellations must always be in writing. You can use the cancellation form on the trader’s website or contact the trader by other means. If you cancel by email, for example, you must include at least the following information: your name and address, the order number and, where applicable, your customer number or membership number. Also keep a copy of your notice of cancellation for yourself.
You must return the goods within 14 days of cancelling your order. It is a good idea to ask for a receipt from the post office when you return the goods.
Extension of the cancellation period
If a trader fails to provide information about the terms of your right to cancel an order, the cancellation period is extended by 12 months from the end of the normal cancellation period. If the trader subsequently provides the relevant information, the cancellation period ends 14 days after the date on which you received the information.
Exceptions to the statutory right to cancel an order in the context of distance selling
Although the majority of purchases made online are subject to the statutory cooling-off period, the following goods and services are exempt:
- Car hire
- Magazine subscriptions and customised goods, such as goods made to measure and engravings with an obviously personal message
- Goods with a short shelf-life
- Goods that are delivered in sealed packaging which for health or hygiene reasons cannot be returned after the packaging has been opened, such as contact lenses, moisturising creams or medications
- Sound or video recordings or software delivered in sealed packaging, such as sealed CDs and DVDs, after the seal has been broken