Online Return Rights in the EU, UK and US

In the EU and the UK, you generally have 14 days to cancel most online purchases without giving a reason, and the seller must refund you within 14 days. In the US there is no general federal right to return online purchases, so returns depend on the store's own policy. Faulty goods are a separate matter, with extra rights in all three regions. This guide explains the basics so you know what to ask for.

This is general information, not legal advice. Rules change and have details and exceptions, so check the current official government or consumer authority source for your country before you rely on them.

How many days do you have to return an online purchase?

The short answer depends on where you shop and what went wrong:

  • EU: 14 days to withdraw from most online purchases, for any reason
  • UK: 14 days to cancel most online purchases, for any reason
  • US: whatever the store's return policy says, if it offers returns at all
  • Faulty goods: separate rights in the EU and UK, and usually warranty or card protections in the US

Many shops offer longer return periods than the law requires. That extra time is a store policy, so read its terms.

The 14-day return policy in the EU

Under the EU Consumer Rights Directive, you have a 14-day right of withdrawal for most purchases made online, by phone or by mail order from a business. The main points:

  • For goods, the 14 days usually start from the day you receive them. For an order delivered in several parts, it normally starts when the last item arrives.
  • You do not need to give a reason.
  • You must tell the seller you are withdrawing within the 14 days. A clear email or the seller's withdrawal form works, and keeping a copy is wise.
  • The seller must refund you within 14 days of being told, including the standard delivery cost. The seller may wait until it gets the goods back or you show proof that you sent them.
  • You may have to pay the return shipping if the seller told you so before you bought.
  • You can handle the item as you would in a shop, but if you used it more than that, the seller may reduce the refund.

Common exceptions

The right of withdrawal usually does not apply to:

  • Custom-made or personalized items
  • Perishable goods, such as fresh food or flowers
  • Hygiene or health items you unsealed, such as some cosmetics or personal care products
  • Sealed audio, video or software that you unsealed
  • Digital content once the download or streaming has started, if you agreed to this and acknowledged losing the right

Faulty goods in the EU

Separately, EU law gives you a legal guarantee of at least 2 years for goods that are faulty or not as described. The seller must repair or replace the item, or offer a price reduction or refund if that is not possible. Some EU countries give longer periods. This legal guarantee is different from a manufacturer's warranty, which is voluntary.

UK consumer rights for online returns

The UK has similar rules, set out in two main laws.

The Consumer Contracts Regulations 2013

These give you a 14-day cancellation period for most distance purchases, including online orders. For goods, it normally starts the day after you receive them. Once you cancel, you then have a further 14 days to send the goods back, and the seller must refund you within 14 days of getting them back or of receiving proof that you sent them. Exceptions are similar to the EU list, including personalized, perishable and unsealed hygiene items.

The Consumer Rights Act 2015

If what you bought is faulty, not as described or not fit for purpose, this law applies whether you bought online or in a shop. You have a 30-day short-term right to reject and get a full refund. After that, the seller generally gets one chance to repair or replace the item before you can ask for a refund or price reduction.

Does the US have a right to return?

Not in general. There is no federal law that gives you a right to return an online purchase just because you changed your mind. Your options depend on:

  • The store's return policy. Many retailers accept returns within a set period, but they decide the rules, including restocking fees, store credit instead of refunds, and items that cannot be returned. Some states require shops to display their policy clearly, so check your state's rules.
  • The FTC Cooling-Off Rule. This gives a 3-day right to cancel certain sales, but only those made at your home or at temporary locations such as some fairs or hotel rooms, above a minimum amount. It does not cover normal online shopping.
  • Your credit card. Under the Fair Credit Billing Act, you can dispute billing errors with your card issuer, including charges for goods that were never delivered or not delivered as agreed. Disputes have time limits, so act quickly.
  • Warranties. Faulty products are often covered by the manufacturer's warranty, and implied warranties under state law may also apply.

Before you buy from a US shop, read its return policy, especially for electronics, where return windows can be shorter.

Tips for a smooth online return

  1. Read the return policy before you buy and save a copy.
  2. Keep the order confirmation and photos of the item as received.
  3. Cancel in writing and note the date.
  4. Use trackable shipping and keep the receipt.
  5. If the refund does not arrive in time, contact the seller, then your card provider or the consumer authority in your country.

If the shop ignores you or stops responding, our guide on how to check if a website is legit explains what to do next.

Frequently asked questions

How many days do I have to return an online purchase?

In the EU and UK, usually 14 days for most items, for any reason. In the US, it depends on the store's return policy.

Is the 14-day return policy in the EU the same in every country?

The 14-day right of withdrawal applies across the EU, but some details, such as legal guarantee periods for faulty goods, can be longer in some countries.

Do I have to pay return shipping?

In the EU and UK, you can be asked to pay for returning the goods if the seller told you before you bought. For faulty goods, the seller usually pays.

Does the US have a right to return online purchases?

No general federal right exists. Returns depend on the store's policy, warranties and, in some cases, card dispute rights.

Share your return experience

How a shop handles returns says a lot about it. Read reviews of retailers in online shopping on RankTheBrands, and after your next return, write a review to help other shoppers know what to expect.