Cooling Off Cancellation Letter: Free Template and What to Include

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.

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, including standard delivery costs, within 14 days of the retailer receiving the returned goods (or proof you sent them back), or within 14 days of your cancellation if there are no goods to return
• 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, you can cancel as soon as you order, and the 14 days end 14 days after the day you (or someone you named) receive the item. 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.

[Your Name]
[Your Address]
[Your Postcode]
[Your Phone Number / Email]
[Trader / Company Name]
[Trader Address]
[Date]

Dear Customer Service Team,

Subject: Notice of Cancellation Within Cooling-Off Period – [Order/Contract Number]

I am writing to formally give notice that I wish to cancel my contract/order with your company, in accordance with my rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

The details of the order/service are:
* Description: [Name of service, subscription, or item]
* Date Ordered: [Date]
* Date Received / Service Started: [Date]
* Order / Account Reference: [Reference number]

As I am within the 14-day cancellation period [for goods: 14 days from the day I received them / for a service: 14 days from the day the contract was made], I am entitled to cancel this contract without giving a reason.

Please refund £[Amount paid], including standard delivery costs, to my original payment method [for goods: within 14 days of receiving the goods back or proof that I have sent them / for a service: within 14 days of this notice]. Please also confirm the arrangements for returning the goods (if applicable).

[If you asked for a service to start during the cancellation period, the trader can keep a fair amount for the service provided up to the date you cancel.]

Yours sincerely,

[Your Signature]
[Your Printed Name]