When you place an order the supplier is required to give you certain information in writing (by letter, fax, e-mail) – which must arrive at the latest when the goods are delivered or when the service is being carried out.

If you have been given all the necessary information in writing before you placed the order – via a catalogue or magazine advertisement for example, you will not receive anything further.

The information in writing should include:
Most of the details outlined under the section – Information the seller must give you before you order – prior information

Plus:
• when and how you can cancel your order

• a geographical address where you can write to complain if there is a problem

• details of any guarantees and after-sales services

• how to cancel a continuing contract which has no fixed finishing date – or which lasts for longer than a year

• if the seller wants you to return the goods on cancellation

• you must also be told whether it is you or the trader who pays for the return of the goods

When your order arrives:
• if you don't like the goods or have changed your mind – you can cancel the order. This is usually within a seven-day 'cooling-off' period.

• you have the right to return or cancel your order for any reason. But please note that there are some exceptions, see 'When you can't cancel.'