How long do I have to cancel under the Consumer Contracts Regulations 2013 cooling-off right?

For distance / off-premises contracts the standard cooling-off right under CCR 2013 reg.29 is 14 days beginning the day after the day on which the consumer (or a person nominated by the consumer) acquires physical possession of the goods, or in the case of a service contract the day after the day on which the contract was concluded (reg.30(2) — corresponding cancellation period for services). For digital content the 14-day window ends when the consumer accesses / downloads the digital content and consents to early performance. Where the trader failed to provide the model cancellation form (reg.30(1)) or the clear cancellation instructions, the cancellation period is extended by 12 months from the end of the original 14-day window under CCR 2013 reg.36. For goods not delivered within the agreed 30-day deadline (or 30 days where no deadline was agreed under reg.27(1)–(2)), the consumer terminates the contract under reg.27(3) and the trader must refund within 30 days of the termination.

What is the Consumer Contracts Regulations 2013 reg.30 model cancellation form?

The reg.30 model cancellation form is a prescribed form set out in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 that the trader must provide to the consumer in a durable medium no later than the day on which the trader confirms the contract is concluded (reg.30(1) and reg.31 for off-premises contracts). Where the trader failed to provide the form, the cancellation period under reg.36 is extended — the period runs until 12 months after the day the standard 14-day reg.29 window would otherwise expire. Sending a letter that references the missing form is the strongest rebuttal to any trader denial of the cancellation right.

What is the difference between a CCR 2013 reg.29 cancellation and a CRA 2015 s.19 short-term right to reject?

CCR 2013 reg.29 is a no-fault cooling-off right — you do not need to give a reason and the trader cannot refuse. The window starts the day after delivery (for goods) or the day after conclusion (for services) and runs for 14 days. CRA 2015 s.19 is a conditional fault-based right — the goods must fail to meet the statutory rights under ss.9 / 10 / 11 (satisfactory quality, fitness for purpose, as described) and the window starts the day after delivery and runs for 30 days. They often overlap online but the consumer's protection differs: CCR 2013 reg.29 gives an unconditional return right within 14 days for any reason; CRA 2015 s.19 gives a no-questions-asked refund within 30 days for any non-conformity. Where the consumer lacks confidence on either branch the formal cancellation letter cites both.

Consumer Contracts Regulations 2013 Cooling-Off / Cancellation Letter UK (reg.27 / reg.29 / reg.36 — Auto-Selected from Channel & Breach)

The Consumer Contracts Regulations 2013 give a different statutory right depending on how the contract was formed (online / phone / off-premises / in-store / late delivery) and what you are cancelling for (change-of-mind / late delivery / trader-misinformation). This guide shows you the regulation that the trader and the County Court expect to see on the face of the letter, then auto-inserts the right citation into a downloadable Consumer Contracts Regulations 2013 Cooling-Off / Cancellation Letter.

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Watch the deadlines: the 14-day CCR 2013 reg.29 cancellation right starts the day after delivery of goods (or the day after conclusion of a services contract) and is unconditional — after that the right falls away unless the trader failed to provide the reg.30(1) model cancellation form or clear cancellation instructions, in which case reg.36 extends the period by 12 months. The 30-day CCR 2013 reg.27 delivery deadline runs from the day after the contract was concluded (or the agreed delivery date where one was set) — if delivery is not made within that window the consumer may terminate and claim a full refund. Send the letter by Royal Mail Signed For AND email with read receipt so the 14-day clock is provable.

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What the Law Says

CCR 2013 reg.27 · Trader must deliver within 30 days (or agreed deadline)

Where a contract is a distance contract for the supply of goods, the trader must deliver the goods to the consumer within the delivery period agreed in the contract, or where no such period was agreed within 30 days beginning the day after the day on which the contract was concluded (CCR 2013 reg.27(1)–(2)). If the trader fails to deliver within that period, the consumer may treat the contract as at an end under reg.27(3) and is entitled to a full refund of all sums paid. The trader must refund within 30 days beginning the day after the day on which the period expired (reg.27(4)). The corresponding late-delivery / 30-day delivery deadline obligation for digital content is set out in reg.27(5).

CCR 2013 reg.29 · 14-day distance / off-premises cancellation right (read with reg.30 model cancellation form)

The consumer may cancel a distance contract to which these Regulations apply at any time within the period of 14 days beginning the day after the day on which the consumer (or a person nominated by the consumer) acquires physical possession of the goods (CCR 2013 reg.29(1) and reg.30(2)(a)). For services the period runs from the day after the day on which the contract was concluded (reg.30(2)(b)). The trader must provide a model cancellation form set out in Schedule 3A (reg.30(1)) and clear cancellation instructions. The right is unconditional — the consumer need not give a reason and the trader cannot refuse (reg.29(2)).

CCR 2013 reg.36 · Extended cancellation window (where trader failed to give form or instructions)

Where the trader has failed to provide the model cancellation form (reg.30(1)) or the trader has failed to provide the information required by regulation 27(3) and Schedule 2 paragraphs (g) to (j) (the pre-contract cancellation instructions), the cancellation period ends 12 months after the day on which the standard 14-day cancellation period would otherwise have expired under reg.30 (CCR 2013 reg.36(1)). The 12-month extension is a hard outer limit on top of whatever time remains under the 14-day window where the trader gave partial information (reg.36(2) sets the calculation for the "zone of ambiguity" — where info is given late, the cancellation period ends 14 days after the day on which the consumer receives the late information).

CCR 2013 reg.34 · Trader's obligation to refund within 14 days / reg.38 + Schedule 3 carve-outs

Where a consumer exercises the reg.29 cancellation right, the trader must reimburse all payments received from the consumer (less any deduction for diminished value of the goods by handling other than what was necessary to establish the nature, characteristics and functioning of the goods) within 14 days beginning the day after the day on which the trader receives the goods back, or the consumer supplies evidence of having sent the goods back (CCR 2013 reg.34(1)–(3)). The same 14-day deadline applies where the trader has agreed to collect the goods (reg.34(4)). Schedule 3 sets out the carve-outs from the reg.29 right (in-store sales, fully bespoke / perishable / sealed-for-hygiene / digital-downloaded goods) — the consumer has no reg.29 right where Schedule 3 applies, but the carve-out cannot itself be a pretext if the goods are non-conforming and the Consumer Rights Act 2015 short-term right to reject (s.19) is available.

The central problem off-shore guides get wrong is they tell the consumer to write a generic "cancellation" citing nothing specific. UK consumer law runs off precise statutory rights and the trader (and the County Court, and Trading Standards) looks for the regulation number on the face of the letter. A cancellation letter that names the right CCR 2013 reg.29 sub-branch (or reg.27 / reg.36) is a short, sharp claim; a cancellation letter that cites the wrong basis is unsupported and the trader will use the wrong-citation error as a reason to deny the claim. A CCR 2013 Cancellation Letter that names the right regulation is the difference between a settled claim and a default denial.

CCR 2013 Section Lookup Table

Use the table below to identify which Consumer Contracts Regulations 2013 regulation your situation falls under. The regulation named in column 2 is what must be cited in the subject line of your letter. Column 3 gives the modelled response window. Column 4 names the statutory hook.

Channel × breach	CCR 2013 regulation	Modelled response window	Statutory hook
Online / phone (distance contract) × cancel within 14 days	CCR 2013 reg.29 + reg.30	14 day distance cooling-off (reg.30(2)(a)) — 14 day refund deadline on trader (reg.34)	Unconditional 14-day right for distance contracts + reg.30 model cancellation form
In-store visit + unsolicited follow-on phone call (off-premises) × cancel within 14 days	CCR 2013 reg.29 + reg.31	14 day off-premises cooling-off (reg.30(2)(c) / reg.31)	Unconditional 14-day right for off-premises contracts + reg.31 written confirmation / model form
Goods not delivered within 30-day agreed deadline × refund / terminate for late delivery	CCR 2013 reg.27	30 day refund deadline on trader (reg.27(4))	Trader must deliver within 30 days or agreed period — termination for late delivery + 30-day refund
Trader did not provide reg.30 model cancellation form / clear cancellation instructions × extended 14-day window	CCR 2013 reg.36	14 day refund on trader (reg.34) — extended window runs 12 months past ordinary 14-day end	Extended cancellation period where trader failed to comply with reg.30(1) or Schedule 2(g)–(j)
In-store visit × cooling-off claim (Schedule 3 carve-out)	CRA 2015 s.19 + s.20 fallback (CCR 2013 reg.29 NOT available)	30 days short-term reject (CRA s.19) — 14 day refund (CRA s.20)	For in-store sales where Sch.3 carve-out applies, fall back to CRA 2015 s.19 / s.20 short-term reject for non-conforming goods

When You Need a CCR 2013 Cooling-Off / Cancellation Letter

A CCR 2013 Cancellation Letter is required in the following situations:

You bought something online, by phone or by post (distance contract) and you want to change your mind — the 14-day CCR 2013 reg.29 cooling-off right runs from the day after delivery and you can cancel without giving a reason.
You were approached by a trader in an unexpected off-premises context (a follow-on unsolicited phone call after an in-store visit, a doorstep sale, a sale agreed on a trade stand) and you want to change your mind — the 14-day reg.29 right applies by virtue of reg.31 (off-premises contracts).
The trader has not delivered within the agreed delivery date, or within 30 days where no date was agreed, and you want either a full refund or to terminate the contract under CCR 2013 reg.27.
The trader did not give you the model cancellation form (reg.30 / Schedule 3A) or the cancellation instructions required by Schedule 2(g)–(j) — the cancellation period is extended by 12 months under reg.36.
You want a documented pre-action record before issuing a county court Money Claims Online (MCOL) claim. A CCR 2013 Cancellation Letter that names the right regulation is the standard pre-litigation step in UK consumer disputes.

The CCR 2013 carve-outs (Schedule 3) take the reg.29 right away for — among others — goods made to the consumer's specifications / personalised, sealed-for-hygiene goods unsealed after delivery (e.g. cosmetics, underwear), perishable goods, and digital content downloaded before the cooling-off window expires with the consumer's prior express consent and acknowledgement that the right is lost. Where a Schedule 3 carve-out applies the reg.29 right is not available, but the Consumer Rights Act 2015 short-term right to reject (s.19) and CRA 2015 s.28 / s.29 conformity falls back in for goods that are non-conforming.

What Your Letter Must Include

CCR 2013 Cooling-Off / Cancellation Letter Checklist

Date the letter is sent (this starts the 14-day consumer expectation clock — send by Royal Mail Signed For AND email with read receipt)
Your full name and current correspondence address (sender block, top right)
The full name and address of the trader and the consumer contract reference, if any
The product or service the letter is about, the date the contract was concluded (or hijacked off-premises) and where applicable the date of delivery
Clear subject line identifying it as a CCR 2013 Cancellation Letter and citing the applicable regulation (e.g. "Consumer Contracts Regulations 2013 — Cancellation Notice under reg.29 (14-Day Cooling-Off Right) — [PRODUCT]")
The price paid (£) and the date of payment
The contract channel: online / phone / postal (distance) / off-premises / in-store (no CCR 2013 cooling-off — Schedule 3 carve-out applies) — plus the breach: change-of-mind / late delivery (reg.27) / trader-misinformation (reg.36)
[IF reg.29] Reference to the 14-day cancellation right starting the day after delivery (goods) or conclusion (services) and the model's right to refund within 14 days of the trader receiving the goods under reg.34(1)
[IF reg.27] Reference to the trader's 30-day delivery obligation, the consumer's reg.27(3) right to terminate for late delivery, and the 30-day refund obligation on the trader under reg.27(4)
[IF reg.36] Reference to the trader's failure to provide the reg.30(1) model cancellation form (Schedule 3A) or the cancellation instructions required by Schedule 2(g)–(j), and the 12-month extension of the cancellation period
[IF CRA 2015 fallback for late delivery] Reference to Section 28 (delivery of goods) and Section 29 (installation) CRA 2015 where the goods are not delivered or where delivery is performed in breach of contract
Statement of fact about the 14-day cancellation window and the immediate right to return the goods (where reg.29 applies); reference to reg.34's 14-day refund obligation on the trader
The modelled response window (14 days for reg.29 / reg.36, 30 days for reg.27) on the face of the letter, with the calculated deadline date
Statement of escalation: debit / credit card chargeback; Section 75 Consumer Credit Act 1974 (where £100 – £30,000 paid by credit card); county court MCOL claim; ADR via the trader's ADR scheme; Trading Standards / Citizens Advice consumer service referral
Signed by you, with printed name, date, and Sending block (Royal Mail Signed For + email with read receipt)

Use the form below to generate a CCR 2013 Cooling-Off / Cancellation Letter with the regulation number auto-selected for your contract channel and breach — reg.29 (distance / off-premises cooling-off), reg.30 (model cancellation form, reference), reg.27 (late-delivery refund / termination), reg.36 (extended 12-month window if trader failed to inform), plus the CRA 2015 s.28 / s.29 fallback where goods are not delivered in 30 days. The letter is downloadable as a personalised HTML file.

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Key tip: the regulation name AND number must appear in the subject line of the letter (e.g. "Consumer Contracts Regulations 2013 — reg.29 (14-day cooling-off right) — [PRODUCT]" or "Consumer Contracts Regulations 2013 — reg.27 (late-delivery refund / termination)" or "Consumer Contracts Regulations 2013 — reg.36 (extended 12-month cancellation window — trader failed to provide model form) — [PRODUCT]"). Traders (and County Court judges) scan the subject line first; an unanchored 'cancellation letter' is the single most common reason for a default denial. Also send by Royal Mail Signed For AND email with read receipt so the 14-day clock is provable — the model reg.30(1) form (used to evidence termination) and the email text are the consumer's primary proof artefacts.

What Happens If The Trader Ignores It

If your CCR 2013 Cancellation Letter goes unanswered within the modelled response window, or elicits only an inadequate response, you have a clear escalation route:

Confirm the response window has expired

The modelled window runs from the date of receipt (not the date of sending). If you sent by Royal Mail Signed For AND email with read receipt, the date of receipt is provable from the Royal Mail tracking and the email read receipt. For reg.29 / reg.36 branches the window is 14 days (CCR 2013 reg.34 sets the trader's 14-day refund deadline). For reg.27 the trader's refund deadline runs for 30 days from the reg.27(3) termination under reg.27(4).

Send a 7-day chase with the operative CCR 2013 regulation restated

A 7-day chase letter that re-states the modelled window, restates the statutory citation by regulation number, and confirms the escalation route gives the trader a 'final opportunity' record. For reg.29 restate the 14-day window and the reg.34 14-day refund deadline. For reg.27 restate the reg.27(3) termination right and the reg.27(4) 30-day refund deadline. For reg.36 restate the 12-month extended window and the trader's failure to give the reg.30(1) model form or Schedule 2(g)–(j) instructions.

Escalate via chargeback / Section 75 CCA 1974 / county court / ADR / Trading Standards

For goods over £100 and under £30,000 paid by credit card, raise a Section 75 Consumer Credit Act 1974 claim against the card issuer (who is jointly liable with the trader). For all cases raise a chargeback with your debit / credit card issuer. File a Money Claims Online (MCOL) county court claim for the refund amount plus damages. Refer the trader to Alternative Dispute Resolution (ADR) where the trader is a member. For misleading conduct lodge a complaint with the Competition and Markets Authority (CMA) under the CPUTR 2008 enforcement regime, and notify Trading Standards via the Citizens Advice consumer service.

Important (reg.36 extended window): the CCR 2013 reg.36 extended cancellation period runs until 12 months after the day on which the standard 14-day reg.30 cancellation period would otherwise have expired. That is a very long outer limit and it is the trader's failure to provide the reg.30(1) model cancellation form or the Schedule 2(g)–(j) cancellation instructions that fixes the extended period. Cite the trader's failure specifically on the face of the letter (e.g. "no model cancellation form was provided to you in a durable medium on the date of the contract") and keep contemporaneous evidence of the website / T&Cs / order confirmation to back the cite.

Generate Your CCR 2013 Cooling-Off / Cancellation Letter

Fill in the form below to generate a Consumer Contracts Regulations 2013 Cancellation Letter with the regulation number auto-selected for your contract channel and breach. The letter is downloadable as a personalised HTML file and an email-gated free template is also available at the bottom of the page.

Pick the contract channel and the breach — this determines the regulation number the letter cites (reg.27 / reg.29 + reg.30 / reg.36) and the modelled response window. The form auto-inserts the regulation number into the subject line of the letter.

Contract channel

Date the contract was concluded (e.g. order date)

Date of delivery (leave blank if not applicable / not yet received)

Amount paid (£)

Trader name (online seller / phone provider / off-premises trader)

Product / service description (e.g. "Samsung Galaxy S24 256GB or similar specification smartphone")

Recipient contact name (optional)

Recipient address

How it works

Pick your channel and breach

Online / phone / off-premises / late delivery — the form auto-cites the right CCR 2013 regulation (reg.27 / reg.29 + reg.30 / reg.36) and where the consumer contracted off-premises the reg.31 written-confirmation note is added.

Fill in the form

Contract date, delivery date, amount paid, product / service description, trader name, recipient contact. The form formats the letter, calculates the deadline date, and inserts the regulation number into the subject line and the body.

Download and send

Download the personalised HTML, print or save as PDF, send it by Royal Mail Signed For AND email with read receipt so the 14-day modelled response window is provable from the date of receipt.

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Frequently Asked Questions

Common questions about UK Consumer Contracts Regulations 2013 cooling-off / cancellation rights — CCR 2013 reg.27 (30-day delivery deadline), reg.29 (14-day distance / off-premises cooling-off), reg.30 (model cancellation form), reg.36 (extended 12-month window), Schedule 3 carve-outs (in-store / bespoke / sealed / perishable / digital-downloaded) — and what to do if the trader ignores the cancellation claim.

Which Consumer Contracts Regulations 2013 regulation applies to my cancellation?

It depends on (a) how the contract was formed and (b) the breach. For online / phone (distance) contracts and a follow-on phone call after an in-store visit (off-premises) where you cancel within 14 days the operative regulation is CCR 2013 reg.29 (read with reg.30 model cancellation form, or reg.31 for off-premises). For goods not delivered within the agreed 30-day deadline (or 30 days where no deadline was agreed under reg.27) the operative regulation is CCR 2013 reg.27. For situations where the trader failed to give the reg.30(1) model cancellation form or the cancellation instructions required by Schedule 2(g)–(j) the operative regulation is CCR 2013 reg.36 (12-month extended window). A formal cancellation letter that cites the wrong regulation is the single most common reason a CCR 2013 cooling-off claim stalls — this page auto-selects the right regulation.

How long do I have to cancel under the CCR 2013 cooling-off right?

For distance / off-premises contracts the standard cooling-off right under CCR 2013 reg.29 is 14 days beginning the day after the day on which you (or a person nominated by you) acquire physical possession of the goods (reg.30(2)(a)). For services the 14-day window starts the day after the day on which the contract was concluded (reg.30(2)(b)). For digital content the 14-day window ends when you access / download the content and consent to early performance. Where the trader failed to give the model cancellation form (reg.30(1)) or the cancellation instructions required by Schedule 2(g)–(j) the period is extended by 12 months from the end of the original 14-day window under reg.36(1). For reg.27 (late delivery) you can terminate the contract once the 30-day deadline (or agreed deadline) has passed.

Can I cancel an in-store purchase?

Generally NO. CCR 2013 reg.29 only applies to distance contracts (online / phone / postal) and off-premises contracts (e.g. a follow-on unsolicited phone call after an in-store visit — see reg.31). A pure in-store visit and purchase does NOT give a 14-day cooling-off right under CCR 2013 (Schedule 3 carve-outs for in-store sales). However, the Consumer Rights Act 2015 ss.9, 10 and 11 still apply to goods bought in-store — if the goods are faulty you have the short-term right to reject within 30 days of handover (CRA s.19) or the right to repair / replacement thereafter (CRA s.23). For services bought in-store that were not performed with reasonable care and skill, CRA 2015 s.49 and s.50 give rights to repeat performance / price reduction / damages.

What happens if the goods are not delivered within 30 days?

Under CCR 2013 reg.27 the trader must deliver the goods within 30 days beginning the day after the day the contract was concluded (unless the parties have agreed a different deadline under reg.27(1)). If the trader fails to deliver within that window, you may treat the contract as at an end under reg.27(3) and claim a full refund of all sums paid, which the trader must make within 30 days beginning the day after the day on which the cancellation period expired (reg.27(4)). The Consumer Rights Act 2015 ss.9-11 imply terms as to satisfactory quality, fitness for purpose and correspondence with description, and ss.28-29 imply a 30-day delivery deadline for goods that often runs in parallel. Where the consumer contract is for digital content, CCR 2013 reg.27(5) sets the same regime.

What is the reg.30 model cancellation form, and what happens if the trader hasn't given me one?

The reg.30 model cancellation form is a prescribed form set out in Schedule 3A to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The trader must provide the form in a durable medium no later than the day on which the trader confirms the contract is concluded (reg.30(1)). It provides an easy, neutral wording for the consumer to cancel. Where the trader failed to provide the form, the cancellation period under reg.36 is extended — it runs until 12 months after the day the standard 14-day window would otherwise have expired. The form is what the consumer uses to put the cancellation on the record and it must be capable of being retained by the consumer for future reference. Sending a letter that references the missing form is the strongest rebuttal to any trader denial of the cancellation right.

What should I do if the trader ignores my CCR 2013 cancellation letter?

Escalate in three parallel tracks: (1) for distance / off-premises purchases over £100 and under £30,000 paid by credit card raise a Section 75 Consumer Credit Act 1974 claim against the card issuer (who is jointly liable with the trader); (2) raise a debit / credit card chargeback through your card issuer; (3) file a Money Claims Online (MCOL) county court claim for the refund plus damages. For misleading conduct lodge a complaint with the Competition and Markets Authority (CMA) under the CPUTR 2008 enforcement regime, and notify Trading Standards via the Citizens Advice consumer service. Refer the trader to Alternative Dispute Resolution (ADR) where the trader is a member of an ADR scheme. For mis-sold financial-services products within scope of FSMA 2000 the Financial Ombudsman Service is the free escalation route.