Important Information For Stallholders When Customers Ask To Return A Product Or Cancel A Service

Since June of last year Customers can change their minds when having purchased a product or service from the internet within 14 days rather than 7 days. Customers do not have to give a reason for cancelling.

Customers can use the Model Instructions for Cancellation to inform the Stallholder that they wish to cancel. The use of this form is not however compulsory and the Customer just needs to make a clear statement to the Stallholder that they want to cancel. This clear statement need not be in writing. 

The 14 days for cancellation starts the day after the goods have been received or, in the case of service contracts, the date the contract was entered into. Where different goods within an order are delivered at different times the cancellation period will run from the day after delivery of the last item.

There are some goods you can't return if you simply change your mind, including:

Tailor-made, bespoke or personalised goods

Perishable and other items that deteriorate rapidly such as food and flowers

Underwear and earrings

Contracts for catering or services related to leisure activities if the contract provides for a specific date or period of performance

CDs, DVDs or software if the seal is broken on the wrapping

Services which have been fully performed (i.e. completed)

Customers should return items within 14 days of cancellation. Stallholders will be able to withhold refunds until goods are returned (or evidence of return is provided) and they can reduce the amount of money refunded for goods which show evidence of use beyond the handling necessary.

Stallholders should refund all monies received, including the outbound delivery cost, within 14 days of cancellation of the services contract or within 14 days of receiving goods back.

If the Customer provides proof of return before the Stallholder has received the goods back, the Stallholder should refund within 14 days of receiving that proof.  If the Customer chose to have the goods delivered by more expensive means than the cheapest standard delivery option offered, the Stallholder does not have to refund the full outbound delivery cost, but only the cost of the standard delivery option which the Customer could have chosen.

Delivery and Risk

Unless the Stallholder and Customer agree otherwise, delivery of goods should be without undue delay and within 30 days. Risk passes from the Stallholder to the Customer when the goods are delivered unless the courier is not one offered or named by the Stallholder as an option.

No Additional Payments

Stallholders will need the active consent of the Customer for all additional payments.

Please note: Where goods received are faulty or not fit for purpose or as described, Customers have different rights which are covered by separate legislation.

Copies of the legislation mentioned on this page can be purchased from Her Majesty's Stationery Office or can be accessed at http://www.legislation.gov.uk/

Please note: This information has no legal force and is not an authoritative interpretation of the law, which is a matter for the Courts. It is intended to help Stallholders and Customers to understand in general terms, the main features of the legislation. The information is not a substitute for the legislation

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