I have an online shop. What happens if I don’t tell my customers that they have 14 days to decide if they want to keep the goods I’ve posted to them?

The law says that in ‘distance sales’ to consumers you have to tell your customers that they have a 14 day cancellation right, what they need to do if they want to cancel and who pays for the return postage.

If you fail to tell them then the period is extended to a maximum of one year and 14 days from the date of delivery. If they do cancel within the year and 14 days then you will have no option but to refund the total cost, including the outbound and return postage costs in full.

If you sell goods or services away from your usual trade premises and you do not tell your customers of their cancellation rights you are also committing a criminal offence for which you could be prosecuted.

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