Your rights when you buy at home

This page explains the general rules in plain English. It is not legal advice. For help with your own situation, contact Citizens Advice.

The 14-day cooling-off period

Citizens Advice says you have a cooling-off period of 14 days to cancel and get a refund if you arranged building work or a service "outside their business" — for example, during a salesperson's visit to your home, by phone or online.

• The 14 days begin the day after you give the go-ahead for the work.
• You do not have to give a reason for cancelling.
• For services arranged away from the business's premises, Citizens Advice says this applies if the service costs £42 or more.

If work starts during the 14 days

• If you asked for the work to start during the cooling-off period, and the business gave you the cancellation information, Citizens Advice says you will have to pay part of the agreed price if you cancel.
• If the trader starts work during the cooling-off period without your approval, Citizens Advice says you can cancel and get a full refund.

Made-to-measure items

Citizens Advice says you do not automatically get a cooling-off period if you have something specially made, "for example, made to measure curtains, windows or a conservatory". Some bathroom products may be made or ordered specially for you. Ask before you sign whether anything is made to measure, and what that means for cancelling.

If you were not told about your right to cancel

The trader should give you information about your right to cancel. Under the Consumer Contracts Regulations 2013, if they do not, the cancellation period can be extended by up to 12 months. And if work started during the cancellation period but you were never given the cancellation information, the regulations say you do not have to pay for it.

How to cancel

• Tell the business clearly that you want to cancel. Citizens Advice has a template letter to cancel goods or services bought at home (opens another website).
• If you phone, make a note of who you spoke to and what was agreed, and confirm it in writing.
• Keep a copy, so you have proof you sent it.

If you were pressured

Citizens Advice lists high-pressure tactics, such as:

• refusing to leave your home until you buy something
• using scare tactics to convince you that you need something
• telling you that you ordered something you did not
• pestering you, or using guilt to make you buy

It says you may be able to get a refund, and you can report the trader to Trading Standards. Age UK advises: "Never sign anything on the spot – take time to think about an offer, even if it seems genuine."

Where to get help

These numbers are from GOV.UK and Citizens Advice. Citizens Advice says its consumer helpline is open Monday to Friday, 9am to 5pm.

Questions people ask

A salesperson visited and I signed. Can I cancel?

Usually, yes. If you agreed to the work during a visit to your home, Citizens Advice says you normally have a 14-day cooling-off period to cancel. There are exceptions, for example for some made-to-measure items, and you may have to pay for work you asked to start in the 14 days. Contact the Citizens Advice consumer helpline on 0808 223 1133.

This guide is general information, not medical, financial or legal advice. Everyone’s needs are different. Speak to an occupational therapist, your GP or the organisations we link to before making decisions.