Doorstep and other off-premises sales

Doorstep selling is a specific type of off-premises sales that occurs when a seller visits a consumer’s home or workplace to sell goods, services, or digital content face-to-face. 

Off-premises sales more broadly include any sales made during or immediately following a meeting between a trader and consumer at a location that is not the seller’s usual business premises, such as trade fairs or excursions.

If you sell goods, services or digital content to consumers during a visit to their home (known as doorstep selling), or at any place that is not your usual business premises, there are specific rules you need to follow.

Doorstep and other off-premises sales are ruled by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These regulations apply whether the consumer invites you or you make an unsolicited visit.

If you agree a sale, in most circumstances you must provide customers with a 14-day cooling off period. During this period, customers can cancel if they simply change their mind. See right to cancel consumer contracts.

However, there are certain contracts which are exempt from the right to cancel. See exemptions from the right to cancel consumer contracts.

Additional consumer protections

The regulations have specific rules to protect consumers from unfair practices during off-premises sales. These include:

• Prohibition of premium rate helplines - sellers cannot require consumers to use premium rate phone lines for customer helplines related to the contract.
• No default opt-outs for additional charges - contracts cannot include default options that automatically add charges (e.g., insurance cover). The consumer must explicitly opt in.