Cooling Off Cancellation Letter Template & Generator

If you need to cancel an online purchase within the 14 day cooling off period, a written letter is the recommended first step — it creates a clear record and shows you're pursuing the matter formally. Below is what a strong cooling off cancellation should include, plus a free tool to generate yours.

What this letter needs to cover

• Identify the contract or order with date and reference number
• Exercise the right to cancel under the Consumer Contracts (Information
• Cancellation and Additional Charges) Regulations 2013 within the 14 day cooling off period
• Request a full refund within 14 days of cancellation including standard delivery costs
• Confirm return arrangements for any goods received

Your right to cancel within 14 days

Under the Consumer Contracts Regulations 2013, most online, phone, and mail-order purchases come with a 14-day cooling off period during which you can cancel for any reason, without needing to justify why. This is separate from any faulty goods rights — it applies simply because the purchase was made at a distance, without you seeing the item in person first.

What to include before you send it

• The order details — date of purchase, order number, and item
• A clear statement that you're cancelling under the Consumer Contracts Regulations 2013
• Confirmation of how you'll return the goods, if applicable
• A request for a full refund within 14 days of the retailer receiving the returned goods, or your cancellation notice for services

What the 14 days actually counts from

For goods, the cooling off period generally runs from the day you (or someone you've nominated) receives the item, not the day you ordered it. For services, it typically runs from the day the contract was agreed. Getting this date right matters, since cancelling even one day late can affect your rights.

Frequently Asked Questions

Do I have to pay for return postage?
Generally yes, unless the retailer has agreed to cover it or failed to inform you that return postage was your responsibility, in which case they may be liable for it instead.

Does this apply to items bought in a physical shop?
No — the 14-day cooling off right specifically applies to distance sales (online, phone, mail order) and off-premises sales, not standard in-store purchases.

See our full letter template & generator library for related letters, or use our free checkers for guidance specific to your situation.