Frequently Asked Questions
Can I cancel my order?
• If your order was placed with a DSA member company, you normally have 14 days in
which to notify the company that you wish to cancel your order and receive
a full refund of any money you may have paid. This applies to both
solicited and unsolicited transactions for goods and services of any
description and of any value.
• If your order was not placed with a DSA member, you have a legal right
of a 7 day order cancellation provided that the sales visit was
unsolicited and over £35 in value.
• In general you have no legal right to cancel a solicited transaction.
What does solicited mean?
• If you responded to an advertisement and subsequently agreed to a
salesperson visiting you and you placed an order, this would be considered
to be a solicited transaction.
• If, however, you received an unsolicited approach either in person or by
telephone, and this was followed by your receiving an invitation to
request a visit from a salesperson which resulted in you placing an order,
this would usually be considered to an unsolicited transaction.
Will a company ever permit the cancellation of a
solicited transaction?
• Provided the goods you ordered were standard products or if the company
had not started work on making an item to your specific requirements, most
reputable businesses will accept a cancellation. It is always worth
asking. Remember, DSA members will always accept cancellations within 14
days.
Where can I go for further advice on cancelling an
order?
• In addition to the DSA helpline on 020 7497 1234 you should contact
your local Citizens Advice Bureau or your local Council Trading Standards
office.
Visit Consumer Direct DTI web site 
How to file a complaint
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