UK consumer rights and returns rules for online stores
UK online shoppers can usually cancel an order within 14 days of receiving the goods for any reason, and must be refunded within 14 days of returning them. Faulty goods are covered separately: customers can reject them for a full refund within 30 days. Some items, like personalised or perishable goods, are exempt from the change-of-mind right.
By Abdullah Ashraf, Shopify expert · Last updated: October 2026
Quick summary
- 14-day cancellation from delivery for most goods.
- Refund within 14 days of getting goods back, including standard delivery.
- 30-day right to reject faulty goods.
The right to cancel
Under the Consumer Contracts Regulations, customers can cancel within 14 days of receiving goods, then have 14 days to return them. You must refund the price and standard delivery cost within 14 days of receiving the goods back or proof of return.
Who pays return postage?
The customer can be asked to pay for returns if you tell them this clearly before they buy. Otherwise you pay.
Exemptions
- Personalised or made-to-order items
- Perishable goods
- Sealed hygiene items once unsealed
- Digital content once downloaded with consent
Faulty goods
Under the Consumer Rights Act, goods must be of satisfactory quality, fit for purpose and as described. Customers can reject faulty goods within 30 days for a full refund, then ask for repair or replacement.
Delivery
Unless another time is agreed, goods must be delivered within 30 days.
Frequently asked questions
Can I charge a restocking fee?
Generally not for change-of-mind returns, though you can deduct for reduced value if goods were handled more than necessary.
Do these rules apply to dropshipping?
Yes.
Official sources
- Consumer Contracts Regulations 2013 (legislation.gov.uk)
- Consumer Rights Act 2015 (legislation.gov.uk)
- Accepting returns and giving refunds (GOV.UK)
- Online and distance selling for businesses (GOV.UK)
Checked September 2026. Rules change, so always check the latest official guidance.
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