Consumers Frequently Asked Questions
Below you can find a few of the questions we most frequently get asked by Direct Selling consumers.
Can I cancel my order?
Generally in the case of “off-premises” sales (though there are exceptions, including in the case of perishable, bespoke or personalised goods) the law gives the consumer the right to cancel up to 14 days after the date of delivery of the goods. In the case of a contract to sell services the cancellation period lasts for 14 days after the date the contract is made.
If you placed your order in a face-to-face situation with a direct seller (perhaps termed a distributor or consultant), that will be an “off-premises” sale and you will have been given (at the time of placing the order) a copy of your customer order form. That form will give you details of your legal right of cancellation and will include a detachable model cancellation form which you can use, if you wish, to notify your cancellation. You do not have to use that form; if you use any means of communication to inform your seller of your decision to cancel, that will be effective if it is done within the cancellation period. If it is sent by post or email, it will be effective provided it is sent within that period. Although the legal period for cancellation expires at the end of the 14 days, many DSA companies expressly allow a longer period (often up to 30 days) for you to back out of the contract. If so, that will spelt out on the copy of the customer order form given to you.
If you placed your order online, the situation is the same as set out above but you will not have been given a copy of a customer order form. However, you should have been given the same information either in an email confirming your order
or in some other way which is in durable form (e.g. on an invoice delivered with
the goods) – and you should have received that no later than when the goods
The law which establishes the legal right to cancel comes from the EU Consumer Rights Directive and in UK law is to be found in the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013.