What the Heat Pump Cooling Off Period Is in UK Consumer Law
A cooling-off period for a heat pump installation is a legal right that lets you cancel a contract within a set time without giving a reason. This right is set out in the Consumer Contracts Regulations 2013 (GOV.UK, 2026).
The cooling-off period applies to contracts signed at home, online, or over the phone. It does not apply to contracts signed in a shop or installer’s office. You have 14 calendar days from the day after you sign the contract to cancel. Cancellation must be in writing, for example by email, letter, or using a cancellation form the installer provides.
A typical heat pump installation contract is worth between £8,000 and £15,000. If you cancel within the first two weeks, you could save up to £2,000 if you had paid a 25% deposit. The right to cancel is automatic. The installer does not have to remind you, though many do.
Quick Numbers Heat Pump Cooling Off Period Costs and Timelines
| Metric | Typical figure | Source |
|---|---|---|
| Contract value | £8,000–£15,000 | Energy Saving Trust, 2026 |
| Typical deposit | 25–50% of contract value | MCS installer deposit guidance, 2026 |
| Maximum deposit you pay before work starts | £0 if you cancel in cooling-off period | Consumer Contracts Regulations 2013 |
| Cooling-off period length | 14 calendar days | GOV.UK, 2026 |
| Start date | Day after contract signing | Consumer Contracts Regulations 2013 |
| Cancellation window ends | 14th day at midnight | Consumer Contracts Regulations 2013 |
These figures are based on typical UK heat pump installations. Your specific contract may differ. Always check the terms before signing. how to choose an MCS certified heat pump installer
How the Cooling Off Period Works If the Installer Has Already Ordered Equipment
If the installer orders your heat pump or parts before the 14-day cooling-off period ends, they can charge you for the cost of those goods only. They cannot charge for labour, profit, or administration fees (GOV.UK, 2026).
The installer must provide proof of the cost, such as a receipt or invoice from the supplier. Heat pump components are standard stock items, not bespoke or made to order. This means the exception for custom-made goods does not apply. You do not have to pay for any work that has not started, even if the installer claims they have “booked” a slot in their schedule.
If the installer has already paid a supplier for the equipment, you are only liable for the amount the installer actually paid, not the retail price. Ask for the supplier invoice to confirm the figure.
What Happens to Your Deposit During the Heat Pump Cooling Off Period
You are entitled to a full refund of your deposit within 14 days of the installer receiving your cancellation notice (GOV.UK, 2026). The refund must include any money paid for the survey, design, or site visit if those were part of the contract.
The installer cannot deduct a cancellation fee or administration charge unless you agreed to it in writing before signing. If no such agreement exists, the deduction is unlawful. If the installer delays the refund beyond 14 days, you can report them to Trading Standards via Citizens Advice Consumer Service.
If you paid by credit card for a deposit over £100, you may also have protection under Section 75 of the Consumer Credit Act. This means the credit card company is jointly liable if the installer fails to refund you.
When the Heat Pump Cooling Off Period Does Not Apply
The cooling-off period does not apply if you sign the contract on the installer’s business premises, such as their office, showroom, or workshop (GOV.UK, 2026). It also does not apply if you ask the installer to start work immediately and the work is completed within the 14-day period.
If the work is partly completed within the 14 days, you must pay for the work done up to the point of cancellation, but only what is reasonable. For example, if the installer has dug the trench for the ground loop but not installed the heat pump, you may need to pay for the trenching work. The installer must provide an itemised invoice showing the labour and materials used.
These exemptions are narrow. Most heat pump installations are not urgent repairs, so the cooling-off period will apply in the majority of cases.
How to Verify Your Installer’s Cooling Off Period Obligations
Your installer must be MCS-certified to install heat pumps for eligibility under the Boiler Upgrade Scheme or any grant (MCS, 2026). The MCS certificate does not guarantee cooling-off compliance, but MCS installers must follow consumer protection law as part of their standards.
Check the installer’s terms and conditions before signing. They must state the cooling-off period clearly. If the terms are unclear or missing, ask for written confirmation. If the installer refuses to honour the cooling-off period, report them to Trading Standards via Citizens Advice Consumer Service (Citizens Advice, 2026).
You can also check if the installer is registered with TrustMark, which adds another layer of consumer protection. what to do if your heat pump installer goes bust
The Direct Answer Your Legal Right to Cancel a Heat Pump Contract Within 14 Days
The heat pump cooling off period in the UK is 14 calendar days starting the day after you sign the contract, under the Consumer Contracts Regulations 2013 (GOV.UK, 2026). You can cancel for any reason, no questions asked, and you must receive a full refund of your deposit within 14 days of cancellation.
The only exception is if the installer ordered equipment that cannot be returned, in which case you pay the cost of those goods only. This right applies to contracts signed at home, online, or over the phone, but not to contracts signed on the installer’s premises.
If you are unsure whether your contract qualifies, write to the installer within the 14-day period anyway. It is safer to cancel early and sort out the details later than to miss the deadline.
How the Cooling Off Period Interacts with the Boiler Upgrade Scheme Grant
The Boiler Upgrade Scheme (BUS) grant of £7,500 for England and Wales in 2026 is applied by the installer, not paid to you directly (GOV.UK, 2026). If you cancel during the cooling-off period, the installer must cancel the BUS application with Ofgem within 14 days.
You do not lose your eligibility for the BUS grant by cancelling. You can reapply with a different installer. The installer cannot keep the grant money if you cancel, as the grant is tied to the specific installation. If the installer has already received the grant payment, they must return it to Ofgem.
The cooling-off period and the BUS grant are separate legal rights. Cancelling the contract does not affect your ability to apply for the grant with another installer, provided you meet the other eligibility criteria such as having a valid EPC and owning your home.
Frequently Asked Questions
The cooling-off period is 14 calendar days starting the day after you sign the contract. This is set by the Consumer Contracts Regulations 2013, according to GOV.UK.
Yes, you can cancel within 14 calendar days without giving a reason. The right is automatic under the Consumer Contracts Regulations 2013, as confirmed by GOV.UK.
No, the cooling-off period does not apply to contracts signed in a shop or installer's office. It only covers contracts signed at home, online, or over the phone.
The installer can charge you for the cost of the ordered equipment only, not for labour, profit, or admin fees. This is per the Consumer Contracts Regulations 2013, GOV.UK.
You can get back 100% of your deposit if you cancel within the 14-day cooling-off period. Deposits typically range from 25% to 50% of the contract value, per MCS guidance.
