Quick answer: If a salesperson sells you double glazing in your home, you have a 14-day cooling-off period under the Consumer Contracts Regulations 2013, and the company must refund every penny if you cancel within that window. This applies even if you’ve signed, paid a deposit, or had a survey. The “this offer is only valid today” pressure tactic doesn’t override your statutory rights — and under the DMCC Act 2024 (in force April 2025), aggressive pressure sales are now explicitly illegal with penalties up to 10% of company turnover.
This guide covers exactly when the 14 days apply, how to cancel, what counts as a “deposit”, and what to do if the company refuses your cancellation. Written for UK homeowners in 2026 with up-to-date law references.
The 14-day cooling-off period — when it applies
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory 14-day cancellation right for two types of contract:
- Off-premises contracts — signed anywhere that isn’t the company’s normal trading premises. A salesperson visiting your home, signing on the doorstep, or signing in a coffee shop all count. This is the most common UK scenario.
- Distance contracts — signed entirely without face-to-face contact (phone, online, email, post).
The 14 days run from the day after the contract is signed (or the day after goods are delivered, whichever is later for some types of order). Includes weekends and bank holidays.
When you DON’T get the automatic 14 days
- You signed in the company’s showroom — that’s an “on-premises” sale; no statutory cooling-off period applies (though many companies offer one voluntarily).
- You’re buying as a business rather than a consumer (e.g. for a rental property where you’re not the homeowner).
- The contract value is under £42 — exempted in the regs.
For everything else — and especially for the salesperson-in-your-home scenario — the 14 days apply automatically. The company doesn’t have to grant them; they’re legally required.
How to cancel — the formal way
- Notify the company in writing within 14 days of signing. Email is fine; recorded delivery letter is the safest paper trail.
- Use the model cancellation form the company should have given you (legally required to provide it). If they didn’t, write your own — the law accepts any “clear statement” of cancellation.
- Keep proof of sending — email timestamp, recorded delivery receipt, screenshot of any portal submission.
- Refund window: 14 days from when the company receives your cancellation. They must refund the full amount including any deposit.
Sample cancellation wording (paraphrase as needed):
“To [installer name], I am writing to give notice that I cancel my contract for the supply of [windows/doors/etc.], reference [order number], dated [contract date]. I am exercising my statutory right under the Consumer Contracts Regulations 2013. Please refund all amounts paid (including the deposit of £[amount]) within 14 days to [bank account / original payment method]. Signed [name], [date], [installation address].”
Deposits and the “we’ll lose your slot” trap
You usually pay a deposit on signing — typically 10–25% of the total. The deposit is fully refundable during your 14-day cooling-off period. No exceptions for “manufacturing has started”, “we’ve measured up”, or “we lost a fitting slot”. Statutory rights override company terms.
The one exception: if you explicitly waived the cooling-off period in writing for the company to start work early. This waiver:
- Must be specifically requested by you (not a tick-box on the contract)
- Must be explained in plain English at the time
- Cannot be a condition of the sale
- Means you forfeit only the cost of work actually completed up to the cancellation, not the whole deposit
If you didn’t tick a clear, separate waiver box knowing what it meant, the waiver isn’t valid and your full deposit must come back.
What about after the 14 days — Consumer Rights Act 2015
Even past the cooling-off period, you have ongoing protection under the Consumer Rights Act 2015. Goods (windows, doors, frames) must be:
- Of satisfactory quality — no defects, durable for a reasonable time
- Fit for purpose — they actually do what they were sold to do
- As described — match the spec sheet, brochure or salesperson’s description
Services (the install) must be performed with reasonable care and skill. If the install is botched — frames out of square, gaskets fitted upside down, no trickle vents on a 2026 install, sealed units leaking after a year — you have a right to:
- Reject the goods within 30 days for a full refund
- Repair or replacement within a reasonable time at their cost
- Reduction in price or refund if repair/replacement isn’t done well or quickly
The company can’t escape this with “warranty” clauses — your statutory rights are independent of any warranty.
DMCC Act 2024 protections (April 2025 onwards)
The Digital Markets, Competition and Consumers Act 2024 came into force on 6 April 2025 and added stronger consumer protections specifically targeting aggressive sales tactics:
- Aggressive sales practices are now a specific offence — high-pressure tactics, refusing to leave when asked, exploiting elderly or vulnerable customers
- Misleading omissions are explicitly banned — e.g. saying “lifetime warranty” without explaining it’s the company’s lifetime not yours
- “Drip pricing” — adding mandatory fees after the headline price — is banned; the headline price must include all unavoidable costs
- Penalties: Competition and Markets Authority can fine companies up to 10% of global turnover or £300,000, whichever is higher, with no court order needed
If you experience pressure tactics — “this price is only valid today”, “I’ll lose my commission if you don’t sign now”, refusing to leave your home until you sign — you can report to Trading Standards (via Citizens Advice consumer helpline 0808 223 1133) or the CMA directly.
Common installer tactics that breach the regs
- “You can’t cancel — manufacturing has started.” Almost always false within the first 14 days, and the deposit is still refundable.
- “The deposit is non-refundable.” Not true during the cooling-off period.
- Hiding the cancellation form in fine print or simply not providing it. The company is legally required to give you the model form on signing.
- “Cancellation must be by recorded delivery to head office only.” Email or any clear written notice is sufficient under the regs.
- Charging “admin fees” to process a cancellation. Not permitted under CCR 2013.
- Claiming the cooling-off period started from the survey date rather than the contract signing. The clock starts on the day after contract signing.
If the company refuses to cancel
- Write again, citing the regulations explicitly — name the Consumer Contracts Regulations 2013 and your refund deadline.
- Contact your bank or credit-card provider — if you paid by credit card, Section 75 of the Consumer Credit Act 1974 makes the card provider jointly liable. Chargeback for debit-card payments is also worth trying.
- Citizens Advice consumer helpline — 0808 223 1133. They escalate to Trading Standards if needed.
- FENSA’s complaints process if the installer is FENSA-registered. FENSA can mediate and (in serious cases) suspend or remove a member.
- Small claims court — for amounts up to £10,000 in England/Wales. Cheap (£35–£455 court fee depending on amount), no need for a solicitor.
- If they’re FCA-regulated for finance (e.g. selling on a credit agreement), the Financial Ombudsman Service can investigate.
Frequently asked questions
Can I cancel if I’ve already paid in full?
Yes, within the 14-day cooling-off period — the entire amount must be refunded. After 14 days, you can only get refunded if there’s a fault under the Consumer Rights Act 2015, not for changing your mind.
What if the salesperson said the price is only valid today?
Pressure tactic — almost always false. The salesperson typically has 5–15% headroom on price. Sign if you genuinely want to, knowing you have 14 days to cancel; or refuse and ask for the same price in writing for a week to think it over (most installers will agree if pushed). Aggressive “today only” pressure is now an offence under DMCC Act 2024 — see our guide to the 7 lies double glazing salespeople tell.
Does the cooling-off period apply to a salesperson visit if I asked them to come?
Yes. The off-premises sale rule doesn’t depend on who initiated the visit — it depends on where the contract is signed. If you sign in your home, you get 14 days regardless.
What if my windows have already been measured and ordered?
You can still cancel within the 14 days. The company can’t charge you for the measure-up. They can charge for any actual manufacturing already completed, but only if you explicitly waived the cooling-off period in writing. Without that waiver, full refund.
What’s the difference between cancellation rights and a warranty?
Cancellation rights = your right to walk away from the contract within 14 days, no fault required. A warranty = the company’s promise to fix defects after install. Both matter, but they’re separate. You can have an excellent warranty AND still need to know your cancellation rights. See our guide to insurance-backed guarantees for warranty protection if the installer goes bust.
Can I cancel if it’s been more than 14 days but the company breached the regs?
Yes — if the company didn’t give you the legally required cancellation information at the time of contract signing, your 14-day clock doesn’t start until they do. In practice, this can extend cancellation rights up to 12 months. Worth checking with Citizens Advice if you’re outside the standard 14 days.
Get quotes from installers who respect your statutory rights
Our quote service only matches you with FENSA-registered installers who give clear written quotes (no pressure, valid for 30 days minimum) and explicitly respect the 14-day cooling-off period. We drop installers who don’t. Free, no obligation.
Related reading: Before You Sign a Double Glazing Contract · The 7 Lies Salespeople Tell You
Sources: Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Consumer Rights Act 2015, Digital Markets, Competition and Consumers Act 2024, CMA208 fake-reviews and unfair commercial practices guidance (April 2025), Citizens Advice consumer rights guidance (2026), Which? double glazing rights guide. This guide is general information not legal advice — consult Citizens Advice or a solicitor for your specific situation. Last reviewed: April 2026.
From homeowners like you
Quick, clear, no pressure. I asked the 6 questions from the buyer's guide and it genuinely filtered out the weaker installers. Picked the local one with the longest track record.
Victorian terrace in Headingley — needed sash-style to match the street. Found a heritage specialist locally via Findfitter, otherwise I'd never have known they existed. Beautiful work.
Really helpful comparing finance options — two of the four installers offered 0% APR. Picked the one with a 15-year frame warranty and the transparent breakdown.