Letter to cancel or return goods bought online, over the phone or by mail order by Citizens Advice
Updated 17 October 2025
This template is a formal letter for a consumer to cancel an order for goods purchased online, over the phone, or by mail order. It cites The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to request a full refund and arrange for the return or collection of the goods.
Letter to cancel or return goods bought online over the phone or by mail order
Sam Hoolin
8 Park Avenue
Arlton AL1 4CA
01632 960001
Giltham Traders
24 Station Road
Giltham GT16 3LP
12 September 2025
To whom it may concern,
Re: The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
On 14 January 2022 I ordered the following:
Thread+Go sewing machine model 5400
I received the goods on 20 January 2022.
Under the above Regulations, I would like to cancel the order and ask you to provide a full refund within 14 days.
Please contact me within 14 days to arrange a collection or return of the goods.
Yours faithfully,
Sam Hoolin
About this template
What is this template?
Letter to cancel or return goods bought online, over the phone or by mail order by Citizens Advice is a free, ready-to-use Consumer law template you can open, customize, and download on GitLaw. It gives you a professionally structured starting point, so you never have to draft from a blank page. The wording is plain and modern, organized into clear sections that are easy to read, edit, and adapt to your own situation before you share or sign it.
When should you use it?
Reach for this Consumer law template whenever you need a reliable agreement quickly and want to be sure the essentials are covered. It suits individuals, freelancers, startups, and established businesses alike. Instead of paying for a document drafted from scratch, you can start here, tailor the details to your arrangement, and have a polished draft ready in minutes. This version is drafted with England & Wales in mind, though you should always review the final wording against the laws that apply to you.
What's typically included?
A well-drafted Consumer law usually sets out the parties involved, the scope of the agreement, and each side's rights and responsibilities. Expect sections covering key terms and definitions, how long the agreement lasts, how it can be ended, and what happens if something goes wrong. This template brings those building blocks together in a sensible order, so you can focus on the specifics rather than worrying about what to include. Open it to read the full document, then sign up to edit, negotiate, and e-sign it directly in GitLaw.