When you buy online from a UK business, the law gives you strong protections. Knowing them makes it much easier to get a refund, a repair or a replacement when something goes wrong. Here is a plain-English summary of the main rights, and what to do if you need to use them.

Changing your mind: the 14-day cancellation right

Under the Consumer Contracts Regulations, most things you buy online, by phone or by mail order can be cancelled for any reason within 14 days. For goods, the 14 days start the day after you receive them.

• Tell the retailer you want to cancel within the 14 days, then return the goods within a further 14 days.
• The retailer must refund you within 14 days of getting the goods back (or of you providing evidence that you have sent them).
• The refund should include the standard delivery cost you paid, although you may have to pay to send the item back if the retailer told you this before you bought.

Common exceptions include personalised or made-to-measure items, perishable goods such as food and flowers, sealed hygiene items such as cosmetics or underwear once unsealed, and digital downloads once you have started them with your agreement.

Faulty goods: the Consumer Rights Act

Whether you shop online or in store, goods must be of satisfactory quality, fit for purpose and as described.

• First 30 days: you can reject a faulty item and get a full refund.
• Up to six months: if a fault appears, it is assumed to have been there when you bought it unless the retailer can prove otherwise. You are entitled to a repair or replacement, and if that fails, a refund.
• After six months: you can still claim, but you may need to show the fault was there from the start. You generally have up to six years to make a claim in England, Wales and Northern Ireland (five years in Scotland).

Unless you agree otherwise, goods should be delivered within 30 days.

Paying by card gives you extra protection

• Section 75 (credit cards): if you pay at least part of a purchase costing over £100 and up to £30,000 by credit card, the card provider is jointly responsible with the retailer if something goes wrong.
• Chargeback (debit and credit cards): for smaller purchases, or debit card payments, you can ask your bank to reverse a payment if goods are faulty, not delivered or not as described. Time limits apply, so ask your bank as soon as possible.

Sale and discounted items

Your legal rights are the same whether you paid full price or used a discount code. The exception is a fault that was pointed out to you before you bought, such as an item sold as “damaged”.

How to make a complaint

1. Contact the retailer first, in writing if possible, and keep a copy.
2. Say what is wrong, what you want (refund, repair or replacement) and refer to your rights.
3. Keep your order confirmation, receipts and photos of any fault.
4. If the retailer will not help, contact your card provider about Section 75 or chargeback, or get free advice from Citizens Advice.

This guide is general information, not legal advice. For help with a specific problem, contact Citizens Advice.

Find a discount before you buy

Your rights stay the same with a voucher code, so it is always worth checking for one. Browse today’s discount codes or find your store.