Online shopping FAQs
The 'cooling-off' period
Q16. What is the “cooling-off” period?
The “cooling off” period is a period you have as an online consumer in which to make up your mind if you want the goods or not.
By law, you have seven working days from the date of receipt of the goods/service in which you can cancel the contract. You do not have to have a reason to cancel – a simple change of mind is enough.
The seven working days can be extended to a maximum of three months if the web-trader fails to provide you with required information.
Examples of required information include the actual existence of the “cooling-off” period, the identity of the seller etc (see question 23).
Q17. Do I need a reason to cancel under the “cooling-off” period?
No. Under “cooling-off” you do not need a reason to cancel.
Q18. Does the “cooling-off” period apply to all online purchases?
Unless there is an agreement between the supplier and the consumer, the right to cancel via the “cooling-off” period does not apply to:
- Auctions
- Goods made to order – for example personalised T-shirts, tailored suits, furniture made to specific dimensions on request etc
- Audio/video recordings when unsealed/opened by the consumer
- Computer software when unsealed/opened by the consumer (this includes turning on a computer that contains software)
- Newspapers and magazines
- Betting, gaming or lottery services
- Contracts for accommodation, transport, catering or leisure services, for a specific time or date (such as train tickets, airline tickets, concert tickets or hotel bookings)
Q19. Are purchases made from online auction sites, such as eBay, excluded?
No. Although they follow an "auction-like’ format", sites like eBay are essentially functioning as a "noticeboard" for consumers and businesses to advertise goods.
If you buy something from a trader on a site like this, you have the same rights as when buying from any other type of online trader.
Q20. I bought an item from somebody on eBay who wasn’t a "trader". Does a “cooling-off” period apply in this case?
No. The Distance Selling Regulations – which give consumers the right to the “cooling-off” period – apply only to transactions between a trader/business and a consumer.
Q21. Do I have to pay for returning the product if I change my mind and cancel via the “cooling-off” period?
Yes. Normally you will have to pay the cost of returning the product. However, no restocking fees or administration costs can be deducted from the amount being refunded to you.
Q22. How do I cancel an order under the “cooling-off” period?
The trader should have provided details to you about how you can cancel within the “cooling-off” period. However, you should cancel your order in writing via either email, fax or letter within seven working days of receipt of the order.
If you have already paid for the product/service, the seller must refund your money to you within 30 days from the cancellation date. It is likely you will have to pay the cost of returning the item.
Q23. Can the “cooling-off” period be longer then seven working days?
By law, seven working days is the minimum “cooling-off” period that a consumer has under a contract. Some traders may offer a “cooling-off” period longer then this.
In addition, if a trader omits to provide the following information to you in a durable format (e.g. via email, in writing etc.) before or at the time the good is due to be delivered or service is performed, the “cooling-off” period may extend for a period up to three months:
- The trader's name and address
- The main characteristics of the goods/service
- The price of the goods including all taxes
- Delivery costs
- Arrangements for the payment, delivery and performance of the contract
- The existence of the right of cancellation (the “cooling-off” period) and how the consumer can avail of that right
Q24. Can I order goods and then use them before cancelling the contract under the “cooling-off” period?
You should take good care of the products until such time as you decide whether you want them or not. Goods returned under the “cooling-off” period should be in a reasonable condition and should not have been abused by the consumer.
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