Returns Policy and Internet Shopping

Originally written by Lucy Debenham, updated by the editorial team on 4th April 2026

You probably already know that shopping for goods and services on the Internet can be exceptionally convenient, gives you much wider choice, and offers significant cost savings. But are you aware of your rights and protections as an Internet shopper in the UK? A recent survey indicates that most online shoppers were not aware of their rights, but were willing to take a chance anyway. The good news is that you might be safer than you think, especially with regards to returns policies and the opportunity to change your mind.

Why Return?

You may be wondering why the returns policy is so important when it comes to internet shopping, especially if you have never returned an item before. When you purchase something in a real shop, it's easy to see what you're buying. However, it's not as easy to evaluate the colour, feel or quality of an item displayed on a computer monitor. This is why consumers have been given the option to reject the item once they see it for real.

One thing to keep in mind is that your consumer rights are fairly solid when you purchase goods from a UK-based company (even if they are importing goods from elsewhere). If you purchase from overseas Internet companies, then you are on shakier legal ground. So it's important to do your homework before completing your purchase. It's possible to have "uk" in the web address without the company actually being located in the UK. Just confirm the seller's location and be aware of where your item is coming from.

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Cooling Off & Cancellations

One major advantage that UK online shoppers have over real world buyers is a statutory "cooling-off" period of fourteen days. When you purchase an item in a brick-and-mortar store, you can generally only return faulty items. If you simply change your mind or decide you don't like the colour, you have no recourse. However, you can cancel an online transaction and receive a refund anytime in the first seven working days for any reason...or no reason. And that's seven working days after you receive the item, so in reality you may have even more time measured from the moment you placed the order.

You are required to notify the seller in writing. Although you have a responsibility to take reasonable care of the items you purchased, the seller cannot demand that items be returned in their original packaging. There are some exceptions to the cooling-off period. Items like software, DVDs and CDs usually cannot be returned. The same goes for perishable goods and anything that was custom made just for you.

Following Brexit, UK consumer protection laws no longer automatically apply to EU retailers. You should check the specific returns policy of non-UK retailers. Transactions with retailers outside the UK may not be provided with statutory protections. Anytime you consider purchasing from non-EU sellers, you should confirm that their returns policy is acceptable to you.

If you buy an item from a private seller in an online auction, that transaction is exempted from the cooling-off period. The only time you would have a legal option to return your purchase is if the item turns out to be significantly different from the online description.

Online shopping provides you with a high level of choice, convenience and discounts. But the most savvy online consumers are well-informed regarding their rights. Make sure you know where your chosen retailer is based and confirm that their returns policy is in compliance with the law.

The Next Step

Now that you have read through the advice above, you might want to put it into practice. Our Online Purchase Rights Checker lets you find out your rights when an online order goes wrong, from faulty goods to late or missing deliveries. Try it now →

Showing 20 of 152 questions

Ask Online Shopping Rights a Question

Zingeroo 09/05/2021 at 7:50 pm

I bought a pair of trousers online - free postage out, free returns back. I have exchanged it twice and I still want to try a third size. The retailer is now telling me that they won't exchange a third time. Is this reasonable? How many times can I legally get goods exchanged?

Dawnie 15/03/2021 at 5:32 pm

I bought a beauty product from DOCBEAUTY wanted to return as not what my daughter wanted so I emailed * asked for return address which they replied...has it not been used also in original packaging which I replied yes, they sent return address so I returned & emailed them the receipt. I've sent plenty of emails asking for refund but with no reply's...what can I do.

Biddy 19/10/2020 at 10:28 pm

Hi
I ordered a electric spin scrubber from a company called warmyard
I am trying to return
When I email to say there was no returns form in parcels ll I am getting email returned
Has anyone got control of these companies
How do they get away with the way they practice
I ticked the box saying UK
Not aware it was coming from China
Please if you can help I have only got one more week left
Bridget

Jas 24/09/2020 at 11:38 am

I've bought 15 bags of gravel stones for 279.00
. They arrived and then I realised I made a.mistake of ordering them and wanted to return them to Ireland. Not anywhere on their website does it say that I have to pay for returns. They are saying I have to pay £108 for returns. What do I do please advise. I've rang them up but waiting for the.manager to call be back.

P 07/07/2020 at 7:43 pm

I have purchased a glass splashback online that when received differs greatly in colour to that advertised. After contacting the company they responded by saying the lighting conditions and settings of the device viewed on are to blame. The company are refusing to accept a return. Where do I stand legally with this and do I have grounds to return?

Mil 06/06/2020 at 9:22 pm

I purchased a pair of reading glasses that were stated to be adjustable to any strength,I tried them on and there's only one strength showing,not my strength. I purchased them through Amazon,but the seller is from China,I want to return the product,but didn't receive any paperwork or Returns Label to return it back. The seller is happy to take the item back but paying for the postage is one problem sending it to China. Should Amazon be responsible for this?

Ann 05/06/2020 at 11:41 am

Hi. I purchased an outfit from Lily Gown Clothing, online. When it arrived it was not of the quality i was expecting so I requested their return details. They are not giving it to me, telling me that despite the cost of £114 it would cost me £60 to return it and therefore it is not worth me doing it. I have been asking for nearly 10 weeks now but they keep asking for photos or reasons which I have sent numerous times.
They are now not corresponding with me. There is no address only an email contact. What can I do please?

Mary 25/01/2020 at 4:45 pm

Last week we ordered and received a beach umbrella online from a company based in Switzerland, however it does not tilt as stated in the description on their website so I want to return and cancel the order. The only way to contact the company is via their website (no email address provided), they have agreed to send a returns label but say the cost is down to me. Is this right?

Che 15/08/2019 at 6:43 pm

Hi there, I bought bikinis from moda minx. I ordered them on the 22/07/19 then received it 2/3 days later & another order on the 24/07/19 then received them 2/3 days later. I kept some and returned the rest on the 4/08/19 singed for second class.
The sent me a credit for the garments as their email said There is a note on the system to say they arrived back with us too late. They went past the 14 days refund policy.

I thought I was on time.
I don’t know where I stand. As I don’t want credit. I would like a refund.
Hopefully you can help me.

Kind Regards
Che

N/A 15/05/2019 at 5:41 pm

Hi,
I am having difficulty returning a girls training top. The online retailer is saying the top is not fit for resale and is marked on the collar. They returned the goods to myself. I checked and a small fleck of dust or similar I brushed off . Everything tag etc is intact. For all I know this small Mark was already present .
I hope you can help, it’s now not about the money but the negative responses I am receding which are adding no value .
I can send digital image showing the top and it’s condition.

Sas 04/05/2019 at 11:35 am

Bought a dress from boohoo it arrived and is clearly faulty they have given a return label but refuse to refund delivery cost

E 01/04/2019 at 6:45 pm

I have received an email from ASOS stating that their returns policy has changed and now any goods returned will only be given a credit to buy other goods and no cash refund will be given. Is this legal?

Heron32 15/03/2019 at 9:55 am

I purchased a sideboard online from a UK furniture company which arrived on time and in good condition. Before purchase I checked verbally with the company that I would be able to return if not liked and they confirmed this would be the case at my expense. I have since returned the item within the stated 14 day period in resaleable condition but they are telling me they cannot accept the return and won't refund me. What are my rights please and how do I pursue them?

Frodo 05/12/2018 at 4:24 am

During the process of online purchase of a ticket, instead of all terms and conditions being downloadable from the screen, customers were told that the terms and conditions were obtainable from a given email address. This meant that the transaction would have to be aborted at a late stage in the process in order to obtain the terms before completing the purchase. Is this something which online retailers are allowed to do?

Titch 26/10/2018 at 11:28 am

Sent back 4 items as they didn’t fit. Returned all in same parcel they arrived in, got a weighed proof of posting from post office. Got partial refund as they claim only 3 items returned!!!!
What can I do?

Delilah 02/08/2018 at 11:21 pm

I bought a leather handbag from what I thought was a German website. Instead I received 2 pairs of fake sunglasses from China! Have tried asking for refund but have been offered 30% plus keep sunglasses. They advised returning unwanted items would be difficult and costly. Is it worth pursuing?

Moncza 24/06/2018 at 2:14 pm

Hi,
I bought a highchair (German make) from a UK seller (business) on E-bay in September 2017 so 9 months ago. A month ago I noticed a fault: a piece of wood broke off from the arm rest where a table slides in for eating. Contacted seller 2x via e-mail through ebay but no suprise no reply received. Contacted ebay but they cannot do anything as it was purchased beyond the money back guarantee time frime. Paypal same. There must be guarantee/warranty on the chair. What can i do either to get it repaired or replaced? Thank you!

OnlineShoppingRights Editor 22/06/2018 at 12:40 pm

Is this a UK company? Was the dress a ready made or made-to- measure garment? If the company is based in the UK, they are bound by the Consumer legislation which allows for the return of unwanted items bought online as long as the buyer has told the retailer within 14 days of receiving the item, that they want to return it. The buyer then has another 14 days to return the goods. The retailer must make a refund within 14 days of receiving the item back.

onali 21/06/2018 at 1:22 pm

I bought a dress from a website for £143 but the company delivered me the completely wrong dress, the colour was wrong and so was the dress itself. However when i emailed them and asked for a refund they refused even though their website says in their return policy they give refunds for those whos orders have been messed up due to their carelessness. I have emailed them about this and said that their return policy states i should be able to recieve a full refund however they only want to give me a 35% compensation and i get to keep the dress but if i wanted that dress i would have bought that dress. All i want is my money back and all they keep doing is telling me its my fault what can i do as i have told them i was going to report them.
thanks.

Lauren 10/06/2018 at 4:35 pm

My husband bought me some earrings from online but I don’t like them and would like to return them. I haven’t put them in my ears but on their website they say earrings cannot be returned. Is there anything I can do? We only received them 2 days ago. Thanks

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