Letter to cancel or return goods bought online, over the phone or by mail order

Use this letter template to cancel goods that you agreed or paid for online, over the phone or by mail order. You can do this during the 14 day ‘cooling off’ period.

It should help the trader understand your point of view and their legal obligation to sort out the problem.

You can send the letter by post or copy the text into an email. If you’d prefer to talk to the trader on the phone or in person you could read it out to them.

Before you use this template, make sure you read our advice on changing your mind about something you've bought.