The seller's terms say all sales are final. Can I still cancel?

Usually yes, if you bought from a business online, by phone or by post. The 14-day right to cancel comes from the Consumer Contracts Regulations 2013, and a seller's terms cannot remove it. A seller that fails to tell you about the right also extends the time you have to cancel, by up to 12 months.

I opened the box. Have I lost the right to a refund?

No. You can handle goods as you would in a shop to check what they are and whether they work. The seller can only deduct for a loss in value caused by handling beyond that, and only for the actual loss. Sealed hygiene goods and sealed software or media are different: those lose the right once unsealed.

Who pays to send the item back?

You do, unless the seller agreed to pay or did not tell you before you ordered that you would have to. The seller must still refund the cost of standard delivery to you.

How long does the seller have to refund me?

Fourteen days from receiving the goods back or from receiving your evidence of having sent them, whichever is earlier. If the seller offered to collect the goods, it is 14 days from when you told it you were cancelling.

I bought it from a private seller on a marketplace. Does any of this apply?

No. The right to cancel only applies to purchases from a business. A private seller has to describe the item accurately, but there is no right to return it because you changed your mind. If you suspect the seller is actually trading as a business, the full rights may still apply.

The seller offered a credit note instead. Do I have to take it?

No. The refund must be made by the same means you used to pay, unless you expressly agree to something else. A credit note or voucher is only acceptable if you choose it.

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I Bought Something Online and Changed My Mind. The Seller Won't Refund Me. What Can I Do?

Bought online from a business and changed your mind? Your 14-day right to cancel, return postage, the refund deadline, the exceptions, an…