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

This advice applies to England. See advice for See advice for Northern Ireland, See advice for Scotland, See advice for Wales

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.

Sam Hoolin

8 Park Avenue

01632 960001


Giltham Traders

24 Station Road
GT16 3LP

23 May 2024

To whom it may concern,

Re: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

On 14 January 2022 I ordered the following:

Thread+Go sewing machine model 5400

I received the goods on 20 January 2022.

Under the above Regulations, I would like to cancel the order and ask you to provide a full refund within 14 days.

Please contact me within 14 days to arrange a collection or return of the goods.

Yours faithfully,

Sam Hoolin

Further help

Contact the Citizens Advice consumer helpline on 0808 223 1133 if you need more help - a trained adviser can give you advice over the phone. You can also use an online form.

If you’re in Northern Ireland, contact Consumerline.

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