Based on our experience to date, when you buy or sign up for something in your home or on your doorstep, you are entitled by law to a seven-day cooling-off period.
This means you can cancel the sale within the cooling-off period without owing any money and you should get back any money you’ve already paid, providing that it was worth more than £35. This right comes from The Cancellation of Contracts Made in a Consumer’s Home or Place of Work etc. Regulations 2008.
The trader is required by law to give you a cancellation notice, detailing your right to cancel. If you wish to cancel the sale, you should write to trader informing them that you wish to cancel.
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If you cannot resolve your issue you cannot raise your case to the Ombudsman until 8 weeks after you have first raised your complaint with the company, or you have received a ‘letter of deadlock’ from the company stating that they cannot resolve the issue as you have asked. Your complaint must also not be older than 9 months. For an accurate decision by the Ombudsman you should provide a detailed file of your communications and supporting documentation. In addition make sure you explain what you want as an outcome as this will help assess your case.
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