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Your right to cancel

Date updated: 6/15/2021

Right to Cancel

Under the Consumer Contracts (Information Cancellation and Additional Charges) Regulations 2013, unless an exception applies, if you are a consumer you have a cooling off period during which you are entitled to cancel your purchase if, for any reason, you decide you no longer want the goods or services. This is an additional right and does not affect your statutory right to reject faulty goods or unsatisfactory services and any other rights you may have as a consumer under the Consumer Rights Act 2015.

The Consumer Contracts Regulations give you the right to cancel your purchase of an item from the date the contract is concluded (ie the date we send our Order Confirmation email) until the expiry of a period of 14 "working days”, beginning the day after the day on which you received the item.

However, the right to cancel does not apply to contracts which to the extent are

a) For gambling within the meaning of the Gambling Act 2005 (which includes gaming, betting and participating in a lottery).

b) For services of banking, credit insurance, personal pension, investment or payment nature (subject to Regulation 38 (4) ancillary contracts, and 40 (3) additional payments.

c) For the creation of immovable property or rights in immovable property.

d) For rental of accommodation for residential purposes.

e) For the construction of new buildings, or the construction of substantially new buildings, by the conversion of existing buildings.

f) For the supply of food stuffs, beverages or other goods intended for current consumption in the household, and which are supplied by a trader on frequent and regular rounds to the consumer’s home, residence, or workplace.

g) Within the scope of Council Directive 9013/4/EC dated 13 June 1990 on package travel, package holidays, and package tours.

h) Within the scope of Directive 2008/122/EC of the European Parliament and of the Council on the protection of consumers in respect of certain aspects of timeshare, long term holiday product, resale and exchange contracts. 

The right to cancel will also not apply to contracts:-

a) Concluded by means of automatic vending machines, or automated commercial premises.

b) Concluded with a telecommunications operator through a public telephone for the use of the telephone.

c) Concluded for the use of one single connection by telephone internet, or fax established by a consumer.

d) Under which goods are sold by way of execution or otherwise by authority of law. 

The right to cancel will cease to be available in the following circumstances

i) In the case of a contract for the supply of sealed goods which are not suitable for return due to health protection, or hygiene reasons if they become unsealed after delivery.

ii) In the case of a contract for the supply sealed audio. Or sealed video recordings, or sealed computer software, if the goods become unsealed after delivery.

iii) In the case of a sales contract, if the goods become mixed inseparably (according to their nature) with other items after delivery

iv) audio or video recordings or computer software which have been unsealed;

v) goods that have been made to your specification or clearly personalised or which by reason of their nature cannot be returned

vi) digital items (eg digital signatures from the LMA) that have been downloaded

vii) tickets (eg tickets for Tower Bridge Experience) 

Services

If you are a "consumer" the Distance Selling Regulations give you the right to cancel a contract for the supply of services from the date the contract was concluded (ie the day we send our Order Confirmation email) until the expiry of a period of fourteen "working days", beginning the day after the contract was concluded.

Please note: services will not commence until the end of the 14 day cancellation period unless you contact us by email, letter or fax and request that we commence the services prior to the end of the cancellation period in which case you will be taken to have agreed to waive your right to cancel.

You must notify the City of your decision to cancel the contract. How to give notice of cancellation.

The notice of cancellation must be in writing, and be either in accordance with the model cancellation form set out in Schedule 3 (Information about the exercise of the rights to cancel) of the Regulations or be in the form of another document setting out the decision to cancel.

 The service of the notice of cancellation may be given in any of the following ways:

a) by hand to the address given below

b) by post to the address given below

c) via an online form

Where a notice of cancellation is issued, then the end of the cooling off period will be:

  • For service contracts, or contact for the supply of digital content (not supplied on a tangible medium) - 14 days after the day on which the contract is entered into
  • For a sales contract - at the end of 14 days after the day on which the goods come into your physical possession, or a person identified by you other than the carrier
  • For a sales contract with multiple goods are ordered by you in one order, but some of the goods are delivered on different days - at the end of 14 days after the day on which the last of the goods come into your physical possession, or a person identified by you other than the carrier
  • For a sales contract under which goods consisting of multiple lots, or pieces of something are delivered on different dates - at the end of 14 days after the day on which the last of the lots, or pieces come into your physical possession, or a person identified by you other than the carrier
  • For a sales contract for regular delivery of goods during a defined period of more than one day - at the end of 14 days after the day on which the first of the goods come into your physical possession, or a person identified by you other than the carrier

Where you exercise the right to cancel the contract under the Consumer Contract Regulations, and the contract is cancelled, then the cancellation of this contract will also result in the automatic cancellation of any ancillary contract which may have been entered into in respect of the services/goods etc under the contract.

How to return an item:

If you cancel the contract once the goods have been despatched, please enclose a note giving the reason for the return, wrap package securely in its original packing and send it to:

Transactions Team
IT Division Chamberlain's Department
PO Box 270
Guildhall
London EC2P 2EJ

For your protection we recommend you use a recorded-delivery service.

Please note that you will be responsible for the cost of returning the item/s to us except where they were delivered in error, they were supplied as substitutes, they did not match the description given to them, they were not of satisfactory quality or they were not fit for the purpose.

If we do not receive the item/s from you following your notice of cancellation, we may arrange for collection of the item/s at your cost except where they were delivered in error, they were supplied as substitutes, they did not match the description given to them, they were not of satisfactory quality or they were not fit for the purpose.

Save for where We have offered to collect any Goods/Items from You, all Goods/Items must be returned by You without undue delay, and no later than 14 days after the day on which You inform Us you are cancelling the contract.

We will refund the purchase price for the returned item together with the original delivery charge less reimbursement of any collection costs within the following appropriate timescales:

  • For a sales contract – The end of 14 days after We receive the goods back from You, or if earlier the day on which You will supply evidence to Us of having sent the goods back .
  • 14 working days after the day on which We are informed of Your decision to cancel the contract.

You are expected to take reasonable care of the item you wish to return and we reserve the right in accordance with Regulation 34 to make an appropriate deduction from the purchase price where goods are not returned in the condition in which you received them, or deduct from the refund an amount reflecting the divisional value of the goods caused by the unnecessary handling by You.

In the unfortunate event that your goods do not match the description given on the Website, or are not of satisfactory quality or are not fit for the purpose at the time of sale, we will provide a full refund, provided you notify us within a reasonable time, or at your request we will repair or replace the goods as an alternative to a refund, provided the costs involved are not disproportionate. We confirm that we will comply at all times with your Statutory rights under the Sale of Goods Act 1979 as amended.

If goods are lost in transit we will replace them at no extra cost, provided you notify us in any of the ways set out above within 30 days of receipt of your order confirmation email. 

Complaints and other feedback:

In the unfortunate event that you wish to make a complaint in relation to the goods and services or any other matter in connection with this website, please write to:

The Town Clerk
Complaints
The City of London
Guildhall
PO Box 270
London EC2P 2EJ

or email: complaints@cityoflondon.gov.uk

How to place an order for online services and/or goods:

Online Shop

  1. Read information provided about products available

    Search for the product you require using the Search function or by browsing through available products.

    Click on the required product to see a description of the product, its price and availability.

  2. Add to cart or complete online application form

    To purchase a product click on “Add to Cart”.

    To purchase more than one of the same product increase the quantity number by clicking the ‘up arrow’ or by typing the value into the box.

    In the View Shopping Cart screen, you will be able to update required quantities or delete an item.

  3. Proceed to checkout/Apply online

    Click on ‘Check Out’.

  4. Shipping address

    The shipping address is the address at which you will receive your products and click on ‘Continue to Shipping’. Any mandatory fields not completed will be highlighted in Red.

    Once complete, click on ‘Continue to Payment’.

  5. Proceed to payment page

    Complete all fields on the payment form.

    If you need to provide a billing address, that is not the same as the shipping address, click on the redial button and enter the billing address.

    Click on ‘Review Order’ to review the purchase.

    To confirm the order, click on ‘Place Order’

    If you decide not to proceed with your order, click on ‘Cancel Purchase’.

  6. Order confirmation email

    You will receive an email confirming the Corporation's acceptance of your offer which will give a summary of the goods ordered, a transaction reference number, payment and shipping details. At that stage a binding contract between us will come into existence. The email will also give you details of how to cancel an order and return goods.

    Please note the right to cancel does not apply in all cases.

  7. How to cancel

    If you would like to return your goods after dispatch, please see "your right to cancel” and follow the steps to return your goods. If you have any technical queries, please Tel 020 7332 3799 or via an online form.