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Terms and Conditions Templates

Distance Selling Terms and Conditions Templates

These professionally drafted Terms and Conditions templates are designed for businesses selling goods or services to consumers at a distance – for example, by telephone or by email. They help to ensure compliance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCRs”), the Consumer Rights Act 2015, and other relevant UK consumer protection legislation.

Whether your business sells physical goods or provides digital or remote services, these templates ensure that your customer contracts meet the strict information and cancellation requirements of UK consumer law.

What Do These Distance Selling Templates Cover?

The Distance Selling Terms and Conditions currently include two templates:

Sale of Goods (Distance Selling) Terms and Conditions

Designed for businesses selling goods to consumers remotely (such as through a catalogue or telephone orders). It covers product descriptions, pricing, delivery, cancellation rights, returns, and refunds in line with the CCRs.

Sale of Services (Distance Selling) Terms and Conditions

Suitable for service providers offering remote or online services to consumers. This version includes provisions for pre-contract information, cancellation periods, and commencement of services before the expiry of the 14-day cooling-off period, ensuring full legal compliance.

Both templates set out the information that must be given to consumers before, during, and after the contract is made, including contact details, pricing, payment terms, delivery, and refund processes.

Why Use These Templates?

The CCRs impose strict requirements on all businesses selling to consumers at a distance. Failure to comply can result in extended cancellation periods, enforcement action, and reputational damage.

Using these templates helps to ensure that your business:

  • Meets all pre-contract information obligations under the CCRs;
  • Properly manages consumer cancellation rights and refunds;
  • Provides clear and fair terms consistent with the Consumer Rights Act 2015;
  • Incorporates appropriate clauses for delivery, performance, liability, and data protection; and
  • Demonstrates a professional, transparent approach to distance selling.

Related Templates

A range of other terms and conditions templates are available, designed to suit a range of sales types, both online and in person, including:

For more information about each document, please click on the links below:

Distance Selling Terms and Conditions Templates is part of Business . Just £38.50 + VAT provides unlimited downloads from Business for 1 year.

Frequently Asked Questions

How long does a consumer have to cancel a distance order? +
Fourteen days. For goods the cancellation period runs from the day after the consumer receives them, and for a service it runs from the day after the contract is made. If you fail to tell the consumer about their cancellation right, that period can extend by up to a further 12 months. Some items are exempt, including bespoke or personalised goods and perishable goods. The distance selling templates set out the cancellation right and the information you must give to start the clock properly.
I sell to customers by phone or email, not in a shop. What rules apply? +
These are distance contracts with consumers, governed by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 alongside the Consumer Rights Act 2015. You must give the consumer specified information before they buy, and they usually get a 14 day cooling off period to cancel. Distance selling terms are built to meet these duties, so use the distance selling goods or services template rather than ordinary shop terms. This covers catalogue, telephone and email orders where you and the customer are not physically together.
Can I start a service during the cancellation period? +
Yes, but only if the consumer expressly asks you to, and you should record that request. If the consumer then cancels within the 14 days, you can charge for the work done up to cancellation, in proportion to the full contract price. If you begin without their express request, you risk having to refund in full even though work has been done. The distance selling services template includes wording to capture the consumer's request to start early and the basis on which you can charge.
What information must I give a consumer before a distance sale? +
A defined set of pre-contract information, including who you are and how to contact you, a description of the goods or services, the total price including delivery, the payment and delivery arrangements, and the existence and conditions of the cancellation right together with the cancellation form. This must be given clearly before the consumer is bound. Getting it wrong can extend the cancellation period and expose you to enforcement. The distance selling templates are structured around this information so you do not miss a required item.
Do the same terms work for selling digital content or downloads at a distance? +
Not without care, because digital content has its own cancellation treatment. A consumer can lose the right to cancel a download once supply has begun, but only if they gave express consent to start before the 14 days end and acknowledged that they would lose the cancellation right. Without both, the cancellation right survives and you may have to refund. If you sell downloads or streamed content, check the digital content wording and consider the website terms range, since digital sales are usually made online rather than by phone or email.
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