How to return an online purchase in the UK

Katerina Galkina · EN · 07/10/2026

Check the seller and your reason

An ordinary distance purchase from a business normally carries a time-limited cancellation right without giving a reason. This differs from faulty-goods remedies and a retailer's voluntary policy. When buying from a private individual on a platform, do not automatically apply online-shop rules: establish who the seller is.

GOV.UK describes the standard process ↗: notify cancellation within 14 days of receiving the goods, then return them within another 14 days. A shop can offer longer, but read that policy separately. Personalised goods, perishables and certain unsealed hygiene goods have exceptions; defects are assessed separately.

Notify cancellation before the deadline

Use the official returns portal or write to the seller. Identify the order, item and delivery date, clearly stating that you want to cancel. Keep confirmation and a screenshot. Merely generating a postage label does not always demonstrate that the seller received the necessary cancellation notice.

If only an exchange or store credit is offered, establish whether the seller is considering your statutory cancellation right or its own extended policy. A later return under a shop's voluntary policy can have different conditions. Do not label an item defective merely to obtain free postage: use the actual reason.

Check condition and return delivery

You may inspect or try on goods as you could in a shop. GOV.UK warns ↗ that use or damage can affect the refund. Do not wash clothing you simply want to return because of its size; retain the complete set and packaging where possible.

Establish who pays ordinary return postage and compare the seller's label charge with any permitted independent method. Use the correct address, suitable packaging and proof of posting. Photograph the contents and label before handing over the parcel. For expensive goods, check the carrier's liability and permitted contents.

Monitor the refund

Under GOV.UK's standard process, the refund is due within 14 days of the seller receiving the returned goods. Standard original delivery is also refunded; an upgrade surcharge need not be. Check the amount, any partial-order calculation and actual credit rather than just the portal status.

For delays, send the cancellation, posting and delivery dates and the amount requested. If unresolved, approach the payment provider without missing its deadlines. Use the consumer advice service for your UK jurisdiction ↗; court procedures and time limits vary.