Distance selling in dealerships

The Consumer Contracts Regulations give customers who buy goods from a dealer outright the right to change their mind and cancel an order within 14 days of receiving the vehicle. 

The customer's decision to cancel can be done in writing or orally, the latter if agreed between the parties. So dealers should be aware that some customers may seek to cancel their order by telephone.

Cancellation in writing

Cancellation should be put in writing, either by letter (a proof of postage certificate of recorded delivery would be wise), fax or email.

A telephone call is not sufficient, unless both the customer and the dealer agree otherwise.

Cancellations and refunds

The time limits for sales contracts and order cancellations are as follows:

  • The contract must be cancelled within 14 days after delivery of the vehicle.  The vehicle must then (depending on the dealer's terms) be made available for collection.
  • A customer who decides to return the vehicle within these time limits is entitled to expect the full amount to be refunded within 14 days.