Website of the UK government

Door-to-door selling – what you should expect

Door-to-door selling is when someone comes to your home or work to sell something (eg double glazing) or services (eg gardening). You may have asked for the appointment with the seller or they may come uninvited (known as cold calling).

Door-to-door sellers should:

• show identification that gives their name and their company name
• make it clear from the start of your conversation that they are selling something
• not pressure you into buying something

Some door-to-door sellers are members of the Direct Selling Association (DSA), which means they offer higher standards of customer care than is required by law. For example members must offer a formal complaints process.

Door-to-door sellers that are members of DSA should display logos of the DSA and the Office of Fair Trading ‘Approved Codes’ (see link below).

If you have a problem with a door-to-door seller, eg pushing you to buy something, contact Consumer Direct, the government funded consumer advice service.

Follow the link below to watch an example of dishonest selling.

• Watch an example of dishonest door-to-door selling Opens new window

• Check if a seller is a member of DSA (OFT approved codes) Opens new window

• Contact Consumer Direct

Your rights if you buy a service or item from a door-to-door seller

You have the same rights when you buy something from a door-to-door seller as you do when you buy on the high street. This means items should be free of faults and services should meet the standard you expect for the price you paid (see links below).

If you’ve placed an order with a door-to-door seller for over £35, you usually have seven working days to cancel your order for any reason. This is known as a cooling-off period.

The seven working days start from when the seller gives you written information about your right to cancel.

Until you are given written information about your right to cancel, the seller can’t hold you to anything in the contract.

You don’t have the cooling-off period for:

• insurance
• shares or investments
• food or drink supplied by regular delivery companies, eg a milk round
• mortgages or home purchase plans when you agreed to a visit from the salesperson
• the sale or rental of a property
• construction work, unless it’s for extensions, patios, conservatories, driveways or home improvements

If you want to cancel your order, you need to do this in writing, eg by letter or email. If you post a letter, send it recorded delivery so you can prove the date you posted the letter.

• Consumer rights - an introduction

• Buying a service - your consumer rights

If the service starts or you receive items within the cooling-off period

If you agree in writing for the service to start or items to arrive within the cooling-off period, you still have the right to cancel your order.

You should also have the right to get all your money back unless you’ve signed a contract for:

• items supplied in an emergency, eg plumbing materials for a leak
• personalised items or made-to-order goods, eg made-to-measure curtains
• funeral services
• perishable goods such as flowers or food
• financial goods or services where prices change because of financial markets, eg loans

In these cases, you will have to pay for the items you received or the work done within the cooling-off period.

If you’re unsure if you can cancel the contract, contact Consumer Direct.

• Contact Consumer Direct

What happens when you cancel a contract

Cancellation is from the day you post your letter or send your email - not the day the seller receives it.

Once the contract has been cancelled, the seller should refund any money you’ve paid, including your deposit.

Once you’ve received your money back, you should return any items to the seller - you may have to pay for the delivery. 

Any credit agreement arranged by the seller to pay for the item or service will automatically be cancelled and you won’t have pay anything.

Making a complaint

If you need to complain about something you’ve bought, always go back to the seller.

If you don’t hear back from the seller or don’t agree with their response, you should make a complaint in writing.

If the company is a member of the Direct Selling Association (DSA), you should go through the company’s formal complaints process.

If your complaint isn’t sorted out, you can complain to DSA at the address below.

DSA
c/o Enterprise House
30 Billing Road
Northampton
NN1 5DQ
info@dsa.org.uk

If the seller isn’t a member of DSA and your complaint isn’t sorted out, you can complain to Consumer Direct.

• Complain to OFT about a DSA member (OFT approved codes) Opens new window

• Making a complaint - what to do first

• Contact Consumer Direct

More useful links

• Buying a service - your consumer rights

• How to find a reliable business

• Consumer rights - an introduction

• Returning faulty items