Cancelling an online purchase and getting your money back

Buying online or by phone carries a cancellation right that does not depend on anything being wrong with the item. It runs on a clock, and it has exclusions worth knowing before you rely on it.

The window and the exclusions

The cancellation period for a distance purchase starts from the transaction or from receiving the goods, depending on what was bought, and it is measured in days rather than weeks. Certain categories are excluded — bespoke or made-to-order items, some perishables and some digital content among them. A cancellation fee may apply, and the seller may be entitled to deduct it, which is different from refusing the cancellation altogether.

Cancel in writing and keep the proof

A phone call to a call centre is the weakest possible record. Send the cancellation in writing, name the order number and the date of purchase, and keep proof of when it was sent — that timestamp is the whole argument if the window is disputed later. If the seller offers a credit note instead of a refund, you do not have to accept it; say so in the same message.

Getting the money back

Refunds go to the original payment method, and a seller who delays is not thereby extending your rights. If nothing arrives, a written demand with the cancellation proof attached usually moves it. Failing that, the Consumer Protection Authority takes complaints, small claims covers these amounts, and a card payment may allow a chargeback — worth asking your issuer about early rather than late.

FAQ

I opened the box. Can I still cancel?
Usually yes for a distance purchase, though the seller may deduct a cancellation fee or charge for reduced value if the item was used beyond inspection.
The site says all sales are final.
A term in the seller's own policy cannot remove a right the law gives you. Ask them to point to the statutory exclusion they rely on.
They only offer store credit.
You are generally entitled to a refund to the original payment method for a valid cancellation. Say clearly in writing that you are not accepting credit.
Does this apply to services too?
Distance selling rules cover many services as well as goods, though the periods and exclusions differ. Check the specific service before assuming.