Your rights when you shop online

Online shopping gives you rights that you do not get in a physical shop, but only in some countries and only from businesses, not private sellers. Knowing which rules apply before you click 'buy' makes returns much easier.

Shop versus online: an important difference (UK)

• Citizens Advice says that in a physical shop you have no automatic legal right to a refund just because you changed your mind and the item is fine. Returns are up to the shop's own policy.
• Many shops still offer returns within 14 or 30 days, but this is their choice, and sale items may have shorter windows (Citizens Advice).
• When you buy online, by phone or by mail order from a UK business, you get a 14-day cooling-off period, and nothing needs to be wrong with the item (Citizens Advice).
• You do not have to give a reason, and you may handle the item as you would in a shop, for example trying clothes on (GOV.UK).

The 14-day timeline, step by step (UK)

• Day 0: your parcel arrives. The cooling-off period starts the day after you receive your order (Citizens Advice).
• Within 14 days: tell the seller you are cancelling. Citizens Advice suggests doing this by letter or email and keeping a copy.
• Then: you have another 14 days to send the item back.
• Refund: the seller must refund you within 14 days of receiving the item back, or proof you posted it, whichever comes first (Citizens Advice).
• If the seller did not give you the required information in writing, the cooling-off period can extend to 'a year and 14 days' (Citizens Advice).
• 14 days is a minimum: some sellers give longer, so check their returns page.

Who pays for postage

• The seller must refund the original standard delivery cost. If you chose faster, more expensive delivery, you pay the difference (Citizens Advice).
• If the seller gave you a pre-paid return label, returning costs you nothing.
• If there is no label, you may have to pay return postage, but the seller should have told you so. If they did not, they must refund your postage (Citizens Advice).
• You do not need the original packaging, but you can be charged if the item is damaged because it was badly packed (Citizens Advice).
• Use a tracked service and keep the proof of postage until the refund arrives.

Exceptions: when the 14 days do not apply

• Perishable goods such as food or flowers.
• Personalised, custom-made or made-to-measure items.
• CDs, DVDs or software with the wrapping opened, and items with a broken hygiene seal such as earrings (Citizens Advice).
• Items bought from private individuals, for example on social media marketplaces or online auctions. Businesses must tell you before you buy if an item has no cooling-off period; private sellers do not have to (Citizens Advice).
• These exceptions are about changing your mind. If an item is faulty, your faulty-goods rights still apply (GOV.UK).

Shopping online in the UAE

• u.ae says the UAE consumer protection law covers goods sold through UAE-registered e-commerce platforms.
• It does not apply to online purchases from businesses registered outside the UAE, so buying from an overseas site gives you fewer local protections (u.ae).
• UAE e-commerce businesses must give details of their licensing authority, plus Arabic product information, specifications, contract terms, payment details and warranty information (u.ae).
• The u.ae page does not set a general change-of-mind return period, so returns depend on each seller's policy. Read the returns page before you pay, and screenshot it.
• If you have a problem with a UAE seller, contact the Ministry of Economy on 800 1222 or your emirate's economic department (u.ae).