The shift towards purchasing vehicles remotely has accelerated dramatically in recent years, transforming how consumers acquire cars across the United Kingdom. Whether you’re browsing listings on Auto Trader late at night or negotiating with a dealer hundreds of miles away via email, understanding your statutory protections has never been more critical. The convenience of completing a vehicle purchase without stepping foot in a showroom comes with specific legal safeguards designed to protect you from the inherent risks of buying something you haven’t physically inspected. These protections exist precisely because distance transactions fundamentally differ from traditional forecourt purchases—you’re committing thousands of pounds based on photographs, descriptions, and trust rather than direct examination. With consumers increasingly comfortable with online transactions and dealers expanding their digital offerings, the regulatory framework governing these sales has become essential knowledge for anyone considering a remote vehicle purchase.
Understanding the consumer contracts (information, cancellation and additional charges) regulations 2013
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 represent the cornerstone of consumer protection for distance vehicle purchases in the United Kingdom. These regulations, which came into force on 13 June 2014, replaced earlier distance selling regulations by consolidating and expanding protections for consumers who purchase goods and services without face-to-face contact with the seller. For a transaction to qualify as a distance sale under these regulations, the entire contract formation process must occur exclusively through remote communication methods—telephone, email, text message, or online platforms—without any physical meeting between buyer and seller at the trader’s premises before the contract is concluded.
The definition of a distance sale is remarkably specific and has generated considerable debate within the motor trade. If you browse vehicles online, make enquiries via email, negotiate a price over the telephone, and arrange payment remotely, but then visit the dealership to sign final paperwork or collect the vehicle, this transaction typically falls outside the scope of distance selling regulations. The moment you step onto the trader’s premises before the contract is finalised, the additional protections afforded by these regulations generally cease to apply. This distinction has significant implications for your rights, particularly regarding the automatic right to cancel that distance sales provide.
Trading Standards experts emphasise that retailers cannot circumvent these protections through disclaimers or contractual terms that attempt to remove your statutory rights. The regulations impose mandatory obligations on traders, and any attempt to contractually exclude them is void and unenforceable. When you purchase a vehicle at a distance, the trader must provide comprehensive pre-contract information, confirm your cancellation rights explicitly, and honour your decision to return the vehicle within the cooling-off period without requiring justification. Failure to comply with these requirements can expose traders to penalties including criminal prosecution, civil enforcement action, and extended cancellation periods that can stretch up to twelve months beyond the standard fourteen days.
Statutory Cooling-Off period: your 14-day cancellation rights
The statutory cooling-off period represents perhaps the most valuable protection for distance vehicle purchasers. Under Regulation 29 of the Consumer Contracts Regulations, you possess an unconditional right to cancel your purchase within fourteen days from the day after you take possession of the vehicle. This right exists regardless of whether there’s anything wrong with the car—you can simply change your mind without providing any reason whatsoever. During this period, you’re entitled to examine and test the vehicle to the extent necessary to establish its nature, characteristics, and functionality, much as you would during a traditional forecourt test drive.
The cooling-off period begins the day after the vehicle is delivered to you or collected by you, provided the trader has fulfilled their obligation to inform you of your cancellation rights. If the trader fails to provide the required cancellation information at the point of contract formation, the consequences are severe: the fourteen-day period extends to twelve months and fourteen days from the date of delivery. Should the trader belatedly provide the cancellation information during this extended period, you then have fourteen days from when you receive that information to exercise your cancellation rights. This extended period serves as a powerful incentive for traders to comply meticulously with their information obligations.
To exercise your cancellation rights effectively, you must communicate your decision to cancel to the trader before the end of the cancellation period. While verbal notification over the telephone is technically sufficient, Trading Standards advisors strongly recommend putting your cancellation in writing—whether by email, letter, or completing the model cancellation form the trader should have provided. Written notification creates an irrefutable record of
your decision and the date you invoked it, which can be crucial if there is later a dispute about timing. Keep copies of all correspondence, and if you post a letter, obtain a certificate of posting so you can prove it was sent within the 14‑day window.
It is important to understand that, while you can use the car during the cooling‑off period, your use must be limited to what is reasonably necessary to inspect and test it. Driving a few dozen miles to check comfort, performance, and basic functionality is one thing; clocking up several hundred miles on a weekend trip is quite another. If the vehicle shows signs of unreasonable use or damage beyond normal inspection, the dealer may be entitled to make a deduction from your refund to reflect that loss in value. We explore how these deductions work in more detail in the section on vehicle return procedures below.
Pre-contract information requirements under regulation 9 and 10
Before you become legally bound to a distance contract for a car, the trader must supply specific pre‑contract information under Regulations 9 and 10 of the Consumer Contracts Regulations. Think of this as your “fact sheet” for the deal: you should know exactly who you are dealing with, what you are buying, how much you will pay, and what your cancellation rights are before you commit. If the dealer does not give you this information in a clear and durable format (for example, email or PDF), it can affect both the validity of the contract and the length of your cooling‑off period.
At a minimum, the dealer must provide their identity and contact details, a description of the vehicle including its total price with all taxes and fees, delivery arrangements and charges, payment terms, and any additional costs or optional add‑ons. For distance car sales, this should also cover key points such as whether the vehicle is new or used, the mileage, any known defects, and whether it is being sold as a retailer or on consignment on behalf of a private owner. Crucially, they must also set out your right to cancel within 14 days, how to exercise that right, who pays for returning the vehicle, and any reasonable usage deductions that may apply.
Regulations 9 and 10 require that this information is given in a way that is “clear and comprehensible”. Burying cancellation rights in tiny print on an obscure web page is not sufficient. You should be able to save or print a copy for your records, and the wording should be in plain language. If vital details like your right to cancel, the total price, or significant limitations are missing or misleading, you may later argue that the trader has not complied with the regulations, which can extend your cancellation window and strengthen your position in any dispute.
Exclusions and exemptions: when distance selling rules don’t apply to vehicle purchases
Not every car transaction that starts online will qualify as a distance contract. The regulations only apply where the deal is concluded exclusively through distance communication as part of an organised distance selling scheme. If at any point during the sales process you visit the dealer’s premises before the contract is concluded—perhaps to view the vehicle, negotiate, or sign paperwork—the sale is generally treated as an on‑premises contract. In that case, you still have protections under the Consumer Rights Act 2015, but you do not get the automatic 14‑day “change of mind” right.
There are also broader exemptions built into the Consumer Contracts Regulations that can affect vehicle‑related purchases. For example, certain financial services linked to the sale (such as some insurance products) may be governed by separate sector rules rather than the general distance selling regime. Low‑value contracts of £42 or less, which might occasionally arise for small deposits or reservation fees, fall outside the main cancellation rules, though your general consumer rights still apply. Similarly, if you are buying as a business rather than as an individual consumer—for instance, purchasing a van for your company—the distance selling protections can be excluded by contract.
Another key carve‑out relates to so‑called “click and collect” arrangements. If you reserve a car online or pay a deposit over the phone but go into the showroom to finalise the contract, sign finance documents, or pay the remaining balance, most regulators and ombudsman schemes treat that as an on‑premises sale. The simple way to think about it is this: if you and the trader have been together in person at any point before the contract is final, you are usually outside the distance selling rules. That is why some dealers actively encourage in‑person collection or signing, as it removes the need to offer a 14‑day cooling‑off right.
Model cancellation form requirements and proper notification procedures
The regulations require traders to give you a model cancellation form, or at least clear information that covers the same points, when you buy a car at a distance. You do not have to use this form, but it must be available so that cancelling the contract is as straightforward as possible. The form typically sets out the trader’s details, a space to identify the vehicle and the contract date, and a clear statement that you are exercising your right to cancel under the Consumer Contracts Regulations.
From your perspective as a buyer, proper notification is more important than the specific format. You can cancel by email, letter, or any other method accepted by the trader, as long as your communication clearly shows that you are cancelling and reaches them before the 14‑day deadline expires. For high‑value purchases like cars, emailing the dealer and copying in any generic customer service address is usually wise, as it creates an automatic timestamp and digital trail. If you post a letter, consider using recorded or at least first‑class post and keep the receipt.
What happens if the dealer refuses to acknowledge your cancellation or claims they never received it? This is where keeping evidence matters. Save copies of emails, screenshots of online chat logs, and postal receipts. If needed, you can show these to your card provider, finance company, or an Alternative Dispute Resolution (ADR) body such as The Motor Ombudsman. Remember that your right to cancel cannot be removed by a dealer’s disclaimer or by asking you to sign away your rights; any clause attempting to do that is unenforceable. As long as you notified them correctly and on time, the cancellation is valid.
Financial conduct authority (FCA) protections for motor finance agreements
When you buy a car at a distance using finance—whether Personal Contract Purchase (PCP), Hire Purchase (HP), or a personal loan—you enter two separate but connected relationships: one with the dealer for the vehicle, and one with the finance provider for the credit. The Financial Conduct Authority (FCA) regulates most consumer credit activity in the UK, and its rules add another layer of protection on top of your distance selling rights. Understanding how these frameworks overlap can give you more options if something goes wrong with a remote car purchase.
FCA rules require lenders and brokers to treat customers fairly, provide clear pre‑contract information, and ensure that finance products are suitable and affordable. If you arrange finance at a distance—for example, completing an online application and signing the agreement electronically—the finance agreement itself will also usually be a distance contract with its own 14‑day cooling‑off right. That means you can withdraw from the credit even if you decide to keep the car, or vice versa, although the practical consequences differ depending on the structure of the deal.
Consumer credit act 1974: section 75 and section 140A protections
The Consumer Credit Act 1974 gives important additional protections that often come into play with distance car purchases. Under Section 75, if you pay any part of the purchase price—between £100 and £30,000—with a regulated credit card or certain point‑of‑sale finance arrangements, the lender can be jointly liable with the dealer for any breach of contract or misrepresentation. In simple terms, if the car turns out not to be as described and the dealer will not help, you may be able to pursue the card issuer or finance provider instead.
Section 140A of the same Act introduces the concept of an “unfair relationship” between lender and consumer. If the way a finance agreement was sold or structured is grossly unfair—for example, because key risks were not explained, or charges are excessive—you can ask a court to intervene. The court has wide powers to rewrite or cancel parts of the agreement, refund interest, or adjust sums owed. While this type of claim is more complex, it provides a backstop if you have been treated particularly badly in connection with a distance motor finance deal.
These credit protections sit alongside your distance selling rights. You might, for example, cancel the car purchase within 14 days under the Consumer Contracts Regulations and simultaneously rely on Section 75 to put pressure on the finance provider to ensure you receive your refund. Or, if you are outside the cooling‑off period but the car is faulty or seriously misdescribed, the Consumer Rights Act 2015 and Section 75 together can give you multiple avenues to secure a remedy without having to sue the dealer directly.
Personal contract purchase (PCP) and hire purchase (HP) distance sale compliance
PCP and HP agreements are the most common ways to finance cars in the UK, and they come with specific compliance requirements when arranged at a distance. The FCA expects dealers and finance companies to provide clear pre‑contract explanations of key terms such as mileage limits, excess mileage charges, balloon payments, and what happens if you end the agreement early. This information should be given in a durable medium, and you should have the chance to review it before you sign anything electronically.
For distance PCP and HP deals, you will usually sign your finance documents via an e‑sign platform rather than in the dealership. From the regulator’s perspective, the question is the same as with the vehicle sale: has the entire finance contract been concluded without any face‑to‑face interaction? If there was no in‑person meeting before the finance agreement was executed, it will normally be classed as a distance contract, triggering a separate 14‑day right to withdraw from the credit. Dealers and lenders must also carry out enhanced identity and anti‑fraud checks in distance scenarios, which can involve open banking tools or additional documentation.
It is worth noting that dealers sometimes resist structuring transactions as distance sales precisely because of the extra obligations and risks. You may be asked to attend the dealership “just to sign” or to complete a quick handover in person. If maintaining distance selling protections is important to you—for example, because you are buying an expensive used car unseen—make sure you clarify in advance whether any in‑person visit will take place before the finance and sale contracts are finalised, and how that affects your rights.
Right to withdraw from finance agreements: the 14-day rule
Separate from your right to cancel the car purchase itself, most regulated credit agreements give you a right to withdraw from the finance within 14 days of signing, under the Consumer Credit Act. This applies whether or not the agreement was made at a distance, but it is particularly relevant for remote purchases where you might only fully appreciate the costs after reading the documents at home. Withdrawing from the finance does not automatically unwind the vehicle sale; instead, it converts the deal into a cash purchase, and you must repay the amount borrowed (plus daily interest) directly to the lender.
How does this interact with distance selling cancellation of the car? You effectively have two overlapping cooling‑off periods. If you simply change your mind about owning the vehicle, it is normally better to cancel the entire distance sale under the Consumer Contracts Regulations, which also triggers cancellation of related finance in most cases. If you are content with the car but unhappy with the finance—perhaps you have secured cheaper credit elsewhere—you can exercise your right to withdraw from the credit only. In that scenario, you keep the car and pay off the lender, avoiding any early repayment penalties that might apply to other forms of early settlement.
To exercise the right to withdraw from a finance agreement, you must contact the lender (not the dealer) within the 14‑day period specified in your credit agreement. As with cancelling a distance car sale, it is best to do this in writing—an email is usually sufficient—and to request written confirmation and a settlement figure. Keep an eye on the dates, as the finance 14‑day window can start when the lender signs or activates the agreement, which may be a different date from vehicle delivery.
Vehicle return procedures and collection logistics under distance selling laws
Once you have decided to cancel a distance car purchase, the legal question quickly becomes a practical one: how do you get the vehicle back to the seller, and who pays for what? The Consumer Contracts Regulations set out a framework, but individual contracts can add detail about return arrangements and reasonable usage deductions. For high‑value items like cars, clarity around logistics and costs can make the difference between a smooth return and a stressful dispute.
Under the regulations, once you notify the dealer that you are cancelling, you must send back the goods—or make them available for collection—without undue delay and no later than 14 days from the date you informed them. In many online car purchases, the contract’s terms and conditions will specify whether you must return the vehicle yourself or whether the dealer will collect it. If the contract is silent, the default rule is that you bear the direct costs of returning the goods unless the trader has agreed to collect them or failed to tell you in advance that you would have to pay for returns.
Maximum deduction for use: calculating depreciation on returned vehicles
One of the most controversial aspects of returning a car under distance selling rules is the dealer’s right to deduct an amount for “diminished value” caused by your handling of the vehicle. The regulations allow a trader to reduce your refund if the car has been used more than necessary to establish its nature, characteristics, and functioning. In other words, a brief test‑drive level of use is acceptable; using the car as your main transport for two weeks is not. But how is that distinction applied in practice?
Many dealers now include specific fair‑use policies in their terms, such as allowing up to 50 or 100 miles with no deduction and then charging a pence‑per‑mile rate beyond that. These policies are not set in stone by law, but they give a benchmark and, if clearly explained before the sale, can be considered reasonable. In addition to mileage, dealers may look for signs of wear such as kerbed alloys, new scratches, or interior damage. If they can show that these issues were not present on delivery, they are entitled to reduce your refund to cover the cost of putting the car back into its pre‑sale condition.
From your side, it pays to be cautious. Treat the car during the cooling‑off period as you would a borrowed demonstration vehicle rather than one you already own. Take photographs upon delivery to capture its condition, and avoid unnecessary journeys. If a dealer proposes a deduction you believe is excessive, you can challenge it, asking for a breakdown of costs and, if necessary, involving your finance provider, card issuer, or an ADR body. The law does not allow traders to impose arbitrary “restocking fees” unrelated to actual loss; deductions must be linked to real depreciation or damage.
Retailer obligations for collection and associated costs under regulation 35
Regulation 35 of the Consumer Contracts Regulations deals with the trader’s obligations on refunds and the handling of returns. Once you validly cancel a distance sale, the dealer must reimburse all payments received from you, including standard delivery charges, without undue delay and within 14 days of being informed of your decision to cancel. However, they can lawfully withhold the refund until they have received the vehicle back or you have supplied evidence that it has been sent.
Who pays for collection or transport back to the dealer? Unless otherwise agreed, you are responsible for the direct cost of returning the car if the dealer clearly told you this before the contract was made. Some online‑only retailers absorb this cost as part of their business model, offering free collection within a certain radius. Others may charge a fixed collection fee or require you to arrange and pay for a transporter yourself. Because these costs can be substantial—especially for long‑distance returns—it is vital to read the returns section of the terms and conditions before clicking “buy”.
There is one important exception: if the car was delivered faulty or not as described, the position can change. In those circumstances, you may argue that you are not merely exercising a “change of mind” right but rejecting non‑conforming goods under the Consumer Rights Act 2015. In such cases, many dealers and finance providers accept responsibility for collection costs, and an ombudsman or court is more likely to view trader‑funded collection as reasonable, particularly if the vehicle is not roadworthy.
Documentary evidence requirements: proof of purchase and cancellation notices
Because distance car sales often involve multiple parties—dealer, finance provider, delivery company—keeping your paperwork organised is essential. At the point of purchase, you should receive a copy of the sales contract, any finance agreement, the pre‑contract information, and confirmation of delivery or collection. These documents will be the foundation for any later claim about your rights, including whether the transaction was in fact a distance sale and what cancellation terms were agreed.
When you cancel, maintain a clear paper trail. Save copies of your cancellation email or letter, any replies from the dealer, and proof of when the vehicle was collected or dropped off. Take dated photographs of the car at handover and at return to document its condition and mileage. If you return the V5C (logbook), keys, and accessories such as charging cables or spare keys, list them in a simple inventory and, where possible, ask the collection driver to countersign.
If a dispute arises—perhaps the dealer disputes when you cancelled, claims the car was damaged, or delays the refund—this documentation will be invaluable. Card issuers, finance companies, and ADR bodies will all want to see evidence of what was agreed and what actually happened. Having clear, chronological records not only strengthens your legal position but can also speed up resolution, saving you time and stress.
Consumer rights act 2015: satisfactory quality and fitness standards for remote vehicle purchases
The Consumer Rights Act 2015 sits alongside the Consumer Contracts Regulations and applies to most car purchases, whether made at a distance or on the forecourt. While the distance selling rules focus on your right to change your mind, the Consumer Rights Act deals with what happens when there is something wrong with the car itself—because it is faulty, not as described, or unfit for the purpose you made known to the dealer. These rights are particularly important once the 14‑day cooling‑off period has expired.
Under the Act, any car you buy from a trader must be of “satisfactory quality”, taking into account its age, mileage, price, and description. For a nearly new vehicle, that standard is high; for an older, high‑mileage car, the law recognises that some wear and tear is to be expected. The vehicle must also be “fit for purpose” and “as described” in the advert and sales documentation. If the dealer told you the car had a full service history, working air conditioning, or specific safety features, the absence of those could amount to a breach of contract.
The Act gives you a tiered set of remedies. For the first 30 days after delivery, you have a short‑term right to reject the car and receive a full refund if it does not meet the required standards, provided the fault is not minor and you act promptly. Between 30 days and six months, the dealer generally has one opportunity to repair or replace the vehicle. If that fails, you can seek a partial refund or final rejection, with a deduction for use in some cases. Importantly, for faults that appear within the first six months, the law presumes they were present at the time of delivery unless the dealer can prove otherwise, which shifts the evidential balance in your favour.
These Consumer Rights Act protections apply regardless of whether you bought the car remotely or in person. However, they take on particular significance with online car buying because you are more reliant on the accuracy of descriptions, photographs, and videos. If a distance‑sold car arrives with undisclosed damage, different specifications, or serious mechanical problems, you may have a choice: cancel under your 14‑day distance selling rights (if still within that window) or assert your Consumer Rights Act remedies. In practice, consumers often use whichever route is simpler and offers the clearest path to a full refund.
Online marketplace protections: ebay motors, auto trader, and cazoo transaction safeguards
Many distance car purchases now take place through online platforms such as eBay Motors, Auto Trader, or fully online retailers like Cazoo and Cinch. Each operates a different business model, and understanding those differences can help you work out what protections apply in addition to general UK consumer law. What matters is who you are actually contracting with: the platform itself or the underlying dealer or private seller.
Auto Trader, for example, primarily acts as an advertising marketplace rather than a retailer. When you find a car on Auto Trader and buy it from a dealer at a distance, your contract is with that dealer, not Auto Trader. Your distance selling, Consumer Rights Act, and finance protections all hinge on the status and conduct of the dealer. That said, many platforms offer additional reassurance—such as dealer review scores, verified retailer schemes, or prompts for dealers to disclose whether they offer home delivery and distance sales terms—to help you make an informed choice.
By contrast, some online‑only retailers like Cazoo sell cars directly to consumers under their own brand. In those cases, the platform and the dealer are the same entity. These businesses often build distance selling compliance into their customer journey by default, offering clear 7‑ or 14‑day money‑back guarantees that sit alongside your statutory cooling‑off rights. They typically arrange both delivery and collection, and their terms set out precise mileage and condition rules for returns. While these guarantees can be more generous than the legal minimum, they cannot reduce or override your underlying statutory rights.
eBay Motors sits somewhere in between, hosting both private and trade sellers, auctions, and “Buy It Now” classified ads. If you purchase from a business seller through eBay at a distance, your distance selling and Consumer Rights Act protections still apply, even though the platform is only an intermediary. eBay’s own buyer protection policies may give extra recourse in cases of outright fraud or non‑delivery, but they are not a substitute for UK consumer law. Always check whether the seller is clearly identified as a trader or a private individual, as your rights are more limited when buying from a private seller, even on a professional‑looking listing.
Dispute resolution mechanisms: alternative dispute resolution (ADR) and the motor ombudsman
Despite the extensive protections for distance car buyers, disputes do still arise. A dealer may refuse to accept a valid cancellation, dispute the condition of a returned vehicle, or delay issuing a refund. You might disagree about whether a sale was truly a distance contract, or about the extent of a reasonable usage deduction. In these situations, knowing how to escalate your complaint effectively is just as important as understanding your underlying rights.
The first step is always to raise a formal complaint with the dealer in writing, setting out the facts, the relevant rights you believe apply (for example, distance selling or Consumer Rights Act provisions), and the remedy you are seeking. Give them a reasonable deadline—usually up to eight weeks—to respond. If the car was bought on finance, it is sensible to notify the finance provider at the same time, as they may be jointly responsible and can sometimes apply pressure behind the scenes to resolve matters quickly.
If you cannot reach agreement with the dealer, Alternative Dispute Resolution (ADR) schemes provide a way to have your case reviewed by an independent body without going straight to court. The Motor Ombudsman is the best‑known ADR provider in this sector, operating codes of practice for vehicle sales, service and repair, and warranties. Many franchised and independent dealers are accredited to The Motor Ombudsman and must cooperate with its investigations as a condition of that accreditation. Its Vehicle Sales Code specifically requires accredited businesses to make clear your right to cancel within 14 days when a vehicle sale is concluded at a distance.
Bringing a case to The Motor Ombudsman or another ADR provider is usually free or low cost for consumers, and decisions are generally binding on the trader if you accept the outcome. ADR can order remedies such as refunds, repairs, or compensation where appropriate. If ADR is not available, or if you remain dissatisfied after the process, your final recourse is the courts, typically the small claims track for lower‑value disputes. However, most distance selling disagreements can be resolved earlier if you understand your rights, communicate clearly, and keep thorough records of every step in the transaction.