Create a returns and refunds policy for your online shop that follows UK consumer law, ready to paste into your website.
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What UK law requires (online sales to consumers)
| Rule | What it means |
|---|---|
| 14-day right to cancel | Customers can cancel up to 14 days after delivery, for any reason |
| 14 days to send back | After cancelling, they have 14 days to return the goods |
| Refund within 14 days | Of getting the goods back, or proof they were sent, including standard delivery |
| Return postage | Customers pay only if you told them before they ordered |
| Faulty goods | 30-day right to reject for a full refund under the Consumer Rights Act |
Exceptions to the right to cancel
- Personalised or made-to-order items.
- Perishable goods.
- Hygiene-sealed items once unsealed.
- Sealed audio, video or software once unsealed.
If you don’t tell customers about their right to cancel, the cancellation period can extend by up to 12 months, so make your policy easy to find. You can always offer more than the legal minimum.
Frequently asked questions
Do I have to accept returns?
For online and phone sales to consumers, yes: they can cancel within 14 days of delivery, with some exceptions.
Can I charge for return postage?
Yes, for change-of-mind returns, if you said so before the order. Not for faulty goods.
Can I offer a credit note instead of a refund?
Not for cancellations or faulty goods: customers are entitled to a refund.
Is this legal advice?
No. It’s a starting point; get advice for complex situations.
Sources
- GOV.UK: Online and distance selling: returns and refunds
- Business Companion: Writing a returns policy
- Consumer Contracts Regulations 2013, Part 3
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