The introduction of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 includes major changes in the law relating to consumer protection. They now apply to consumer contracts made on-premises (through retail stores), made at a distance (including online sales) and off-premises (e.g. in-home sales).

Firms will need to review their processes and change their paperwork and terms and conditions to ensure they are compliant with the new law.  Failure to comply may result in prosecution or a fine. Depending on the type of breach, the contract with the homeowner may also be invalid.

Key changes to the Consumer Contracts Regulations include:

Exemptions to Consumer Contracts Regulations

There are some exemptions as regards cancellation rights, one of which is for products “made to the consumer’s specification”, examples include: made-to-measure windows made to a consumer’s specific requirements.


You can find a copy of the legislation  on the website.

You can read this article in full on TrustMark’s website.

If you need more information please speak to your BDM or call the CCS Head Office on 0845 120 6666.