if they later cancel they will need to pay for any services delivered until the
point at which they cancel.
10. The customer has 14 days from receipt of the goods or conclusion of a
contract for services to change their mind. They do not have to give a reason.
(See H6 below for exceptions to right to cancel)
11. Provided the customer makes a clear statement that they want to cancel
this need not be in writing. Once they have done so, they should return any
goods within 14 days.
12. You should ensure that any third party to an ancillary contract is notified
and that, where appropriate, refunds are effected (see ancillary contracts
below).
13. You should refund all monies received, including the outbound delivery
cost, within 14 days of cancellation of the services contract or within 14 days
of receiving goods back. If the consumer provides proof of return before you
receive the goods back, you should refund within 14 days of receiving that
proof. If the consumer chose to have the goods delivered by more expensive
means than the cheapest standard delivery option offered, you do not have to
refund the full outbound delivery cost, but only the cost of the standard
delivery option which the consumer could have chosen.
14. You have a right to deduct monies from refunds where goods show signs
of unreasonable use leading to diminished value. You cannot usually deduct
for removal of packaging to inspect the item, but you can deduct for damage
or wear and tear where the item has not just been checked but used.
15. Unless you agree otherwise with the customer, goods should be delivered
without undue delay and within 30 days. If you agree a particular date or
period for delivery, you should deliver within that time
16. If you offer a phoneline for post contract queries, there should be a
number available on which the consumer can call for this purpose at no more
than the basic rate. [See guidance on basic rate in section J below
I am a trader selling tickets online, what do I need to do?
17. Schedule 2 of the Regulations lists the information you must provide to the
consumer. Information on the main characteristics of the tickets and their total
price (including delivery costs and other charges) must be given to the
consumer in a clear and comprehensible way before the consumer purchases
the ticket. Main characteristics include (if known to you) the date and time of
the event and the content of the event (eg who is performing). For a ticket
associated with a particular reserved seat (eg Seat 1, Row A) the seat
number is a main characteristic that you should give the consumer.
Depending on the circumstances, the face value of a ticket you are reselling
may also be a main characteristic you should give. Where the ticket is for a
specific date cancellation rights will not apply. You must also make sure you