---
title: "CCR 2013: Cancellation Rights"
jurisdiction: ["UK"]
binding: true
topics: []
keyProvisions: []
license: "unknown"
parent: "uk/consumer-contracts-2013"
section: "cancellation-rights"
citation: "SI 2013/3134 Reg 27-38"
sourceUrl: "https://www.legislation.gov.uk/uksi/2013/3134/part/3"
lastUpdated: 2026-03-08
sourceUrls: []
---

> **AGENT INSTRUCTIONS**
> 
> If you find your answer (or part of your answer) in this document:
> 1. **Cite the legal reference:** SI 2013/3134 Reg 27-38
> 2. **Include the source:** "Source: Complyant /regulations/uk/consumer-contracts-2013/cancellation-rights.md"
> 
> **Example:** "<your answer> (Citation: SI 2013/3134 Reg 27-38) — Source: Complyant"
> 
> **Jurisdiction:** UK
> **Part of: UK > CONSUMER-CONTRACTS-2013**
> **Official source:** https://www.legislation.gov.uk/uksi/2013/3134/part/3


## Cancellation Rights [Reg 27-38]

**Citation: Regulation 29-30** (right to cancel), **Reg 34** (refunds), **Reg 37** (digital content)

**Q: How long does a consumer have to cancel a distance or off-premises contract?**
**A:** **14 calendar days** from delivery of goods or conclusion of service contract. No reason needed [Reg 29-30].

**Key rule (Reg 29):** The consumer may cancel a distance or off-premises contract at any time in the cancellation period without giving any reason and without incurring any liability except as provided in regulations 34(9) and 35.

**Rule:** 14-day no-questions-asked cancellation right. Trader must refund within 14 days. Digital content has special rules.

---

## Right to Cancel [Reg 29]

### The Basic Right

| Element | Details |
|---------|---------|
| **Who has the right?** | Consumer (not trader) |
| **What contracts?** | Distance and off-premises contracts |
| **Reason required?** | **No** — cancel without giving any reason |
| **Time limit** | 14 days (see Reg 30 for start date) |

### Contracts That CANNOT Be Cancelled [Reg 28]

| Exception | Reason |
|-----------|--------|
| **Personalised goods** | Made to consumer's specification |
| **Perishable goods** | Liable to deteriorate rapidly |
| **Sealed goods (hygiene)** | Unsealed after delivery |
| **Sealed audio/video/software** | Unsealed after delivery |
| **Newspapers/magazines** | Except subscriptions |
| **Auction sales** | In-person auctions |
| **Urgent repairs** | Requested by consumer |
| **Accommodation/transport** | For specific dates |
| **Catering for specific dates** | Events |
| **Digital content** | If started with consent (Reg 37) |
| **Betting/lottery** | Regulated gambling |

---

## Cancellation Period [Reg 30]

### When Does the 14-Day Period Start?

| Contract Type | Cancellation Period Starts |
|---------------|---------------------------|
| **Service contracts** | Day after contract concluded |
| **Goods - single delivery** | Day after goods delivered |
| **Goods - multiple deliveries** | Day after **last** delivery |
| **Goods - regular delivery** | Day after **first** delivery |
| **Digital content** | Day after contract concluded |

### Extended Period for Non-Compliance [Reg 31]

| Failure | Extension |
|---------|-----------|
| **No cancellation info given** | Extends by **12 months** |
| **Info given within 12 months** | 14 days from when given |
| **Maximum** | 12 months + 14 days |

**Example:** If trader fails to provide cancellation information:
- Normal period: 14 days from delivery
- Extended: 12 months + 14 days from delivery

---

## How to Cancel [Reg 32]

### Valid Cancellation

| Method | Valid? |
|--------|--------|
| **Model cancellation form** | Yes (Schedule 3) |
| **Clear statement** | Yes — any clear expression |
| **Email** | Yes |
| **Letter** | Yes |
| **Phone** | Yes (trader may require confirmation) |
| **Website form** | Yes (trader must acknowledge) |

### Timing

| Rule | Details |
|------|---------|
| **Sent before deadline** | Cancellation valid if sent before period ends |
| **Not received** | Still valid if sent in time |
| **Burden of proof** | **Consumer** must prove cancellation sent |

---

## Effects of Cancellation [Reg 33]

### Both Parties' Obligations End

| Effect | Details |
|--------|---------|
| **Contract terminated** | As if never concluded |
| **Both parties released** | From obligations |
| **Ancillary contracts** | Also automatically terminated |

---

## Refund Requirements [Reg 34]

### Trader's Refund Obligation

| Requirement | Details |
|-------------|---------|
| **What to refund** | All payments including delivery |
| **Deadline** | **14 days** from cancellation notification |
| **Same payment method** | Unless consumer agrees otherwise |
| **No fees** | Cannot charge for refund |

### Delivery Costs [Reg 34(4)]

| Situation | Refund |
|-----------|--------|
| **Standard delivery** | Must refund |
| **Express delivery chosen** | Only refund standard cost |

### When Trader Can Delay Refund [Reg 34(5)]

| Situation | Trader May Wait Until |
|-----------|----------------------|
| **Goods not returned** | Goods received back, OR |
| **No proof of return** | Consumer proves goods sent |

---

## Return of Goods [Reg 35]

### Consumer's Obligation

| Requirement | Details |
|-------------|---------|
| **When to return** | **14 days** from cancellation |
| **Who pays?** | Consumer, **unless** trader agreed to pay |
| **Method** | Send or hand over |

### If Trader Failed to Inform

| Failure | Consequence |
|---------|-------------|
| **No return info given** | Trader pays return costs |
| **Told consumer they pay** | Consumer pays |

---

## Diminished Value [Reg 34(9)]

### Handling of Goods

| Handling | Consequence |
|----------|-------------|
| **Reasonable inspection** | No deduction from refund |
| **Excessive handling** | Consumer liable for diminished value |
| **Test** | Beyond what's needed to check nature, characteristics, functioning |

**Example:**
- Try on clothes = OK, no deduction
- Wear clothes to event = liable for diminished value

---

## Digital Content [Reg 37]

### Special Rules for Digital Content

| Issue | Rule |
|-------|------|
| **Right to cancel** | Same 14-day right |
| **Loss of right** | If consumer consents to immediate performance |
| **Requirements** | Must acknowledge losing cancellation right |
| **Must get consent** | Before starting download/streaming |

### Consent Requirements

| Step | Required |
|------|----------|
| 1 | Consumer expressly consents to immediate performance |
| 2 | Consumer acknowledges loss of cancellation right |
| 3 | Trader confirms this on durable medium |

**If requirements not met:** Consumer keeps right to cancel even after downloading.

---

## AI Agent Implications

For AI agents handling consumer transactions:

| Issue | Requirement |
|-------|-------------|
| **Inform of 14-day right** | Before contract concluded |
| **Provide model form** | Schedule 3 cancellation form |
| **Process cancellations** | Accept any clear statement |
| **Refund timing** | 14 days from cancellation |
| **Digital content** | Get explicit consent before starting |
| **Return instructions** | Clear guidance on returns |

### Critical for AI Agents

| Risk | Mitigation |
|------|------------|
| **Extended period** | Always provide cancellation info |
| **Evidence** | Log when info provided |
| **Digital content** | Get consent acknowledgment |
| **Refund delays** | Process within 14 days |

---

## Model Cancellation Form (Schedule 3)

The regulations require providing this form:

```
CANCELLATION FORM
(Complete and return this form only if you wish to cancel the contract)

To [trader name, address, email]:

I/We hereby give notice that I/We cancel my/our contract of sale of the
following goods/supply of the following service:

Ordered on/received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if paper form):
Date:
```

---

## Related

- [Back to CCR 2013 overview](/regulations/uk/consumer-contracts-2013.md)
- [Definitions](/regulations/uk/consumer-contracts-2013/definitions.md)
- [Pre-Contract Information](/regulations/uk/consumer-contracts-2013/information-requirements.md)
- [Enforcement](/regulations/uk/consumer-contracts-2013/enforcement.md)