Terms and Conditions

Cancellation rights (distance and off-premises contracts only):

o Cancellation rights will continue to apply to off-premises and distance contracts only. The cancellation period will extend from the current 7 calendar days (for off-premises) and 7 working days (for distance sales) to 14 calendar days for both to give consumers more time to change their minds.

o Consumers should return items within 14 days of cancellation

o Online and other distance or off-premises traders will be able to withhold refunds until goods are returned (or evidence of return is provided) and they can reduce the amount of money refunded for goods returned which show evidence of use beyond the handling necessary to see whether the goods are as expected.

o Traders must refund within 14 days of cancellation of service contract or receipt of goods (or of evidence of the consumer returning them).

o Where the consumer cancels a contract, any ancillary contract (such as a warranty or credit agreement) is automatically cancelled.


Delivery and risk

o Unless the trader and consumer agree otherwise, delivery of goods should be without undue delay and within 30 days.

o Risk passes from the trader to the consumer when the goods are delivered unless the courier is one not offered or named by the trader as an option, but chosen and arranged by the consumer. In this case risk passes to the consumer when the item is delivered to the courier.


No additional payments as default option

o Traders will need the active consent of the consumer for all payments – pre-ticked boxes for additional payments, for instance, will no longer be permitted.

o Consumers will not be liable for costs which they have not been told, pre-contract, that they must bear.


No phone charges in excess of basic rate for post-contract phone queries

o Where traders offer telephone helplines for consumers to contact them about something they have bought, there should be a number available on which the consumer can call for this purpose at no more than the basic rate.