Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Last amended by Digital Markets, Competition and Consumers Act 2024 in 2024. 4 recorded amendment effects, including Regulations (legislation.gov.uk changes data).
Independent editorial summary — not the official statute text. Read the official version on legislation.gov.uk.
Summary
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 implemented the EU Consumer Rights Directive and are a central part of UK consumer law for contracts made at a distance (e.g. online or by phone), off-premises (e.g. at the consumer's home), and on-premises. They require a trader to give the consumer specified pre-contract information (Part 2), and give the consumer a right to cancel most distance and off-premises contracts within a 14-day cooling-off period without giving a reason (Part 3, regs 29-30), with the period extended where the trader failed to provide the required cancellation information (reg 31). On cancellation the trader must reimburse the consumer, generally within 14 days (reg 34). The Regulations also tackle inertia selling and ban traders from using pre-ticked boxes to add charges, requiring the consumer's express consent for any payment beyond the agreed price (Part 4). Certain contracts are excepted, including bespoke or clearly personalised goods, perishable goods, and sealed audio, video, or health items once unsealed.
Key Points
- 14-day cooling-off period to cancel most distance and off-premises contracts without giving a reason (regs 29-30)
- Pre-contract information the trader must give before the contract is made (Part 2, regs 10 and 13)
- Cancellation period extended (up to 12 months) where cancellation information was not provided (reg 31)
- Trader must reimburse the consumer, generally within 14 days of cancellation (reg 34)
- Ban on pre-ticked boxes and protection from inertia selling; express consent needed for extra charges (Part 4)
- Exceptions — bespoke/personalised goods, perishable goods, sealed health/hygiene items, and downloaded digital content
Parts & Sections
Amendments History
2015 — The Consumer Contracts (Amendment) Regulations 2015
10 recorded amendment effects (legislation.gov.uk changes data).
2014 — The Consumer Protection (Amendment) Regulations 2014
9 recorded amendment effects (legislation.gov.uk changes data).
2024 — Digital Markets, Competition and Consumers Act 2024
4 recorded amendment effects, including Regulations (legislation.gov.uk changes data).
2018 — The Consumer Protection (Amendment etc.) (EU Exit) Regulations 2018
4 recorded amendment effects (legislation.gov.uk changes data).
2015 — The Consumer Rights Act 2015 (Consequential Amendments) Order 2015
3 recorded amendment effects (legislation.gov.uk changes data).
Frequently asked questions
- How long do I have to cancel a distance or off-premises contract?
- The standard cancellation period is 14 days. This period is calculated from the day the contract is entered into or, for goods, the day the consumer takes possession. If the trader failed to provide the required cancellation information, this period can be extended, potentially up to 12 months.
- What information must a trader give me before I buy something online or by phone?
- Yes, the Regulations require traders to provide specified pre-contract information in a clear and comprehensible way before the contract is made. For distance contracts, this information must be provided in a way appropriate to the means of distance communication used. This includes details about the consumer's right to cancel.
- How quickly must a trader refund me if I cancel a contract?
- If you cancel a contract, the trader is required to reimburse all payments received. This reimbursement generally must occur within 14 days of the cancellation. There are specific rules regarding deductions and the return of goods that apply to this process.
- Can a trader add extra charges if I tick a box on a website?
- No, pre-ticked boxes do not count as consent. The Regulations ban the use of pre-ticked boxes to add charges and require the consumer's express consent for any payment beyond the agreed price for the trader's main obligation. This protects consumers from inertia selling.
- Are there any products I cannot cancel once I have bought them?
- Yes, certain contracts are excepted from the right to cancel. These include bespoke or clearly personalised goods, perishable goods, and sealed audio, video, or health items once they have been unsealed. Downloaded digital content is also listed as an exception.
- Do I have to pay for goods or services I did not order?
- No, a consumer is not bound to pay for unsolicited goods or services. The Regulations provide that you may treat unsolicited items as an unconditional gift. This protection is part of the measures against inertia selling found in Part 4 of the Regulations.