Cancellation form
- A legal requirement when distance selling
- Customisable to your business
- Can be used in conjunction with your terms and conditions
This cancellation form contains all of the legally required information that you must give to consumers when distance selling (eg making online sales or sales by telephone or mail order).
Consumers do not have to use this cancellation form when cancelling their distance sale contract, but you must provide it as an option.
By using this cancellation form you comply with your legal requirements when distance selling. It can be used in conjunction with your terms and conditions of sale.
You can also purchase this form as part of the Starting an online business toolkit.
Q&A
When should I use this document?
Use this cancellation form when making distance sales to consumers (distance sales are sales by telephone, online or mail order). You must provide this cancellation form to consumers before the sale is finalised.
Examples of when you would use this cancellation form include:
- after you finish a sales call, emailing the consumer the cancellation form or sending them a link to your website containing the form (it must be able to be downloaded and printed off);
- when sending a catalogue, including a detachable cancellation form, as well as sending a copy of the cancellation form with your confirmation of their order.
- when selling online, checking that your website contains the cancellation form (ensure your website includes a link to a form to be filled in and submitted online, as well as a printable version).
What does this document cover?
This cancellation form sets out your business’s details, and provides space for consumers to complete details of their cancellation of a contract with you.
Required details for the consumer to complete include:
- giving notice of cancellation;
- information about the contract being cancelled;
- date of cancellation; and
- name, address and signature of the consumer.
Why do I need this document?
You need this cancellation form in order to comply with your legal obligations when distance selling, as you are legally required to give consumers the option to cancel a distance sale by using this cancellation form.
Ensuring your compliance with the law helps you avoid penalties and maintain your business’s reputation and customer relationships.
Where can I find out more?
You can find out more about distance selling, when to use this cancellation form, and terms and conditions of sale generally, at Terms and conditions of sale.
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