Cooling-off period

When you sign up for a contract or purchase a mobile phone remotely (such as online or over the phone), you have at least a 14-day cooling-off period according to Consumer Contracts Regulations. On this page, we explain more about what the cooling-off period means for consumers, when the cooling-off period starts depending on the situation, and when the cooling-off period does not apply.

When does the cooling-off period apply?

  • This period starts when a private person makes a purchase or enters into a contract remotely, for example online, via phone or email.
  • If you change your mind during the cooling-off period, which is at least 14 days.

In other words, the cooling-off period gives you at least 14 days to cancel a purchase. Also keep in mind that by law you have the right to cancel a purchase without giving a reason why you are cancelling it. There is no requirement for there to be a fault with the product or service for you to change your mind. A company or a provider can offer a longer cooling-off period than 14 days, but never less – 14 days is the minimum.

When does the cooling-off period start to apply?

For products

For products purchased remotely, the cooling-off period begins from the date you take ownership of the goods. Ownership of the product takes effect when the seller delivers it to you, and you then have up to 14 days to cancel the purchase.

For example, if you buy a new mobile and receive the package on 2nd March, you have until 16 March to cancel the purchase.

For services

If you for example have signed up for a SIM only deal remotely, the cooling-off period starts the day after you entered into the contract with the provider. For example, if you entered into the agreement on 3rd April, the cooling-off period starts on 4th April, and you then have the right to change your mind until 18th April.

When does the cooling-off period not apply?

  • If you make a purchase or sign a contract at the provider’s business premises.
  • If you purchase a product or enter into a contract as a business owner.
  • If you inform the provider that you have changed your mind after the cooling-off period.

Your provider must inform you about the cooling-off period

The Consumer Contracts Regulations require a business selling products and services (covered by the regulations) to inform consumers about their right to cancel and any applicable terms and conditions. The information should also be presented in a clear and comprehensible manner.

If the provider does not inform you about the cooling-off period at the time of purchase, the cooling-off period is extended. Your 14 days start from the date the provider informs you of the applicable terms.

How to cancel a purchase during the cooling-off period?

There is generally the option to inform the provider that you wish to cancel the purchase via email, letter, and phone. It is better, however, to cancel via a written message and retain a copy as evidence. For instance, if any misunderstandings arise between you and the provider, it is up to you as the customer to prove that you have informed the provider of your decision to cancel, and that you did so within the cooling-off period. When sending important messages like this, it can be wise to send them as registered post, or alternatively via email.

Tip! Save a copy of your message to the provider.

If you choose to notify the provider via their website, you should receive confirmation that they have received the message as soon as possible. The confirmation must be in writing.

As mentioned, you can often also inform the provider by phone, but it is particularly important to request written confirmation that you have changed your mind and the relevant date. In the event of a dispute, it may be difficult to prove what you and the provider have agreed upon.

Should you pay or be paid when the cooling-off period is applied?

For a product, the seller should refund all standard delivery charges you paid at the time of purchase, but you may need to cover the return postage. If the seller did not inform you about this before the purchase, you can, however, request to have the return postage paid.

If you cancel a service for which you have paid a deposit, you should receive the deposit back. But if you cancel a service that has started at your request during the cooling-off period, you should expect to be liable for payment for the part of the service you have used.