Welcome to Sainsbury’s Help Centre

Consumer Protection (Information, Cancellation and Additional Charges) Regulations 2013

Customers who purchase goods and services by distance means (eg online), are protected by the Consumer Protection (Information, Cancellation and Additional Charges) Regulations 2013 which came into force on 13 June 2013.  The Regulations replace the Consumer Protection (Distance Selling) Regulations 2000. 

The Regulations, which do not apply to goods and services bought in a shop or store, place responsibilities on traders who sell goods and services by distance and give additional rights to consumers who buy in this way.  The trader is required to provide goods in conformity with the contract and allow customers to cancel most goods and services within 14 days starting on the day after the goods have been delivered.  A limited number of goods and services are excluded from the right to return.  For example, goods made to a customer’s own specification may not be returned unless faulty. 

The trader is required to deliver and make any refunds within a time limit and is required to refund the original delivery charge if the order is returned within the 14 day period.  The Regulations do however, allow traders to reduce any refund if goods are handled unreasonably before return. 

Traders are required to provide customers with information about the right to cancel in a ‘durable format’ ie by email and/or letter so that the customer’s can keep the information and the trader cannot change it.

To find out which goods can’t be returned see our refund policy

Was this answer helpful?