What is this document?

Online shop terms and conditions set out the contractual terms that govern sales of goods from your e-commerce website to consumers. They establish when a binding contract is formed, how orders are processed, your delivery and pricing terms, the consumer's statutory cancellation and return rights, and your liability. For UK online retailers, these terms must comply with the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the Electronic Commerce (EC Directive) Regulations 2002.

Who needs it?

Any business that sells goods to consumers through an online shop operating in the United Kingdom. This template is designed for business-to-consumer (B2C) transactions where the buyer is an individual acting for purposes outside their trade, business, craft, or profession. It is not suitable for business-to-business (B2B) sales, digital content, or the supply of services.

Why is it important?

UK law imposes mandatory information and cancellation requirements on businesses that sell to consumers at a distance. Your online shop terms must not attempt to exclude or restrict statutory consumer rights. Clear, compliant terms reduce disputes, protect your business from chargebacks and complaints, build customer trust, and demonstrate that you are operating lawfully. Failure to provide the required pre-contract information can extend the consumer's cancellation period by up to 12 months and may result in enforcement action by Trading Standards.

Key UK legislation

Consumer Rights Act 2015Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013Electronic Commerce (EC Directive) Regulations 2002Consumer Protection from Unfair Trading Regulations 2008

Template document

Online Shop Terms and Conditions

[Business Name] ("we", "us", "our")

Registered address: [Registered Address]

Company registration number: [Company Number]

VAT registration number: [VAT Number, if applicable]

Email: [Email Address] | Telephone: [Phone Number]

Last updated: [Date]

1. Introduction and Definitions

1.1 These terms and conditions ("these Terms") govern the sale of goods by us to you through our website at [Website URL] ("our website"). Please read these Terms carefully before placing an order. By placing an order through our website, you agree to be bound by these Terms.

1.2 These Terms apply to all orders placed by consumers. For the purposes of these Terms, a "consumer" means an individual acting for purposes that are wholly or mainly outside that individual's trade, business, craft, or profession, as defined by the Consumer Rights Act 2015.

1.3 In these Terms:

(a) "goods" or "products" means the items available for purchase on our website;

(b) "order" means your request to purchase goods from us submitted through our website;

(c) "contract" means the legally binding agreement between you and us for the sale and purchase of goods, formed in accordance with clause 3;

(d) "you" and "your" refer to the consumer placing the order; and

(e) "working day" means any day other than a Saturday, Sunday, or public holiday in England and Wales.

1.4 Nothing in these Terms affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation. Where these Terms conflict with your statutory rights, your statutory rights shall prevail.

1.5 We may revise these Terms from time to time. The version of these Terms that applies to your order is the version displayed on our website at the time you place the order.

2. Our Products

2.1 The images of products on our website are for illustrative purposes only. We cannot guarantee that your device's screen accurately reflects the colour or appearance of the products.

2.2 We take reasonable care to ensure that product descriptions and prices are accurate at the time of publication. However, to the extent permitted by law, we do not warrant that all content on our website is error-free.

2.3 All products are subject to availability. We will inform you as soon as reasonably practicable if a product you have ordered is not available and, if payment has already been taken, we will issue a full refund without undue delay.

2.4 We may withdraw any product from our website at any time without notice.

3. Ordering Process and Contract Formation

3.1 Our website will guide you through the steps to place an order. Please check your order carefully before submitting it. You are responsible for ensuring that the details you provide are correct and complete.

3.2 The display of products on our website constitutes an invitation to treat and not an offer. Your order constitutes an offer by you to purchase the goods specified in the order.

3.3 After you submit your order, you will receive an email acknowledging that we have received it ("Order Acknowledgement"). This Order Acknowledgement does not constitute acceptance of your order.

3.4 A binding contract is formed only when we send you an email confirming that the goods have been dispatched ("Dispatch Confirmation"). The contract relates only to those goods confirmed in the Dispatch Confirmation.

3.5 If we are unable to accept your order, we will inform you and will not charge you. This may be because the product is out of stock, because we have identified an error in the price or description, or because we are unable to meet a delivery deadline you have specified.

3.6 We will assign an order number to your order. Please quote this in all correspondence with us.

3.7 In accordance with the Electronic Commerce (EC Directive) Regulations 2002, we will provide you with an opportunity to identify and correct input errors before you submit your order.

4. Price and Payment

4.1 The price of the goods will be the price indicated on the relevant product page at the time you submit your order.

4.2 All prices are in pounds sterling (GBP) and include VAT (where applicable) at the current rate. If the rate of VAT changes between the date of your order and the date of delivery, we will adjust the VAT you pay, unless you have already paid in full before the change takes effect.

4.3 Prices do not include delivery charges. Delivery charges will be displayed clearly before you confirm your order.

4.4 If we discover a pricing error, we will contact you and give you the option of continuing at the correct price or cancelling your order. We will not process the order until we have your instructions.

4.5 Payment must be made at the time of ordering. We accept the following payment methods: [list payment methods, e.g., Visa, Mastercard, PayPal, Apple Pay].

4.6 We will not charge your payment method until we dispatch the goods to you. [Alternatively: Payment will be taken at the time of order.]

5. Delivery

5.1 We will deliver the goods to the delivery address you specify when placing your order. It is your responsibility to ensure that the delivery address is correct and complete.

5.2 We offer the following delivery options: [describe delivery options, e.g., Standard Delivery (3-5 working days), Express Delivery (1-2 working days)]. Delivery timeframes are estimates and are not guaranteed.

5.3 Unless otherwise agreed, we will deliver the goods as soon as reasonably possible and, in any event, within 30 days after the day on which the contract is formed, as required by the Consumer Rights Act 2015.

5.4 If delivery is delayed by an event outside our reasonable control, we will contact you as soon as reasonably practicable. If there is a substantial delay, you may contact us to end the contract and receive a refund for any goods you have paid for but not received.

5.5 If no one is available at your address to take delivery, the carrier will leave a card telling you how to rearrange delivery or collect the goods.

5.6 A delivery is complete when the goods are delivered to the address you gave us, or when you or a person you have nominated collects them, and the goods will be your responsibility from that time.

5.7 We currently deliver to addresses in [the United Kingdom / England and Wales / specify delivery area].

6. Risk and Title

6.1 The goods will be at our risk until they have been delivered to you. Ownership of the goods will pass to you on completion of delivery.

6.2 If we miss the delivery deadline for any goods, you may treat the contract as at an end straight away if: (a) we have refused to deliver the goods; (b) delivery within the deadline was essential taking into account all relevant circumstances; or (c) you told us before we accepted your order that delivery within the deadline was essential.

6.3 If none of the circumstances in clause 6.2 apply, you may specify a new reasonable deadline for delivery. If we do not meet the new deadline, you may then treat the contract as at an end.

6.4 If you choose to treat the contract as at an end for late delivery, you may cancel the order or reject goods already delivered. We will refund any sums you have paid for the cancelled goods and their delivery without undue delay.

7. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

7.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCR 2013"), you have the right to cancel your order within 14 calendar days without giving any reason.

7.2 The cancellation period begins on the day after you (or a person you nominate, other than the carrier) receive the goods. If your order consists of multiple items delivered on different days, the cancellation period begins on the day after you receive the last item.

7.3 To exercise your right to cancel, you must inform us of your decision to cancel by making a clear statement. You may use any of the following methods:

Email us at [Email Address] with your order number and a statement that you wish to cancel;
Write to us at [Postal Address];
Telephone us on [Phone Number]; or
Complete and submit the model cancellation form set out below.

7.4 To meet the cancellation deadline, it is sufficient for you to send your communication concerning the exercise of your right to cancel before the 14-day cancellation period has expired.

7.5 If you cancel your order under this clause 7, we will reimburse all payments received from you, including the cost of standard delivery (but not any supplementary costs arising from your choice of a delivery method other than the least expensive standard delivery we offer).

7.6 We may withhold your refund until we have received the returned goods, or until you have supplied evidence of having sent them back, whichever is the earliest.

7.7 We will process your refund without undue delay, and in any event no later than 14 calendar days after the day on which we receive the returned goods or evidence that you have sent them back. We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise.

7.8 You must return the goods to us without undue delay, and in any event no later than 14 calendar days from the day on which you notify us of your cancellation. Please return goods to: [Returns Address]. You are responsible for the direct cost of returning the goods, estimated at [Estimated Return Cost].

7.9 You may handle the goods only as necessary to establish the nature, characteristics, and functioning of the goods, in the way you might in a shop. If the value of the goods is reduced by any amount as a result of handling beyond what is permitted in this clause, we may recover that amount from you, up to the contract price.

7.10 The 14-day cancellation right does not apply to the following goods, in accordance with the CCR 2013:

(a) goods that have been personalised or made to your specifications;
(b) sealed goods that are not suitable for return due to health protection or hygiene reasons, where such goods have been unsealed after delivery;
(c) goods that, after delivery, become inseparably mixed with other items;
(d) sealed audio or video recordings, or sealed computer software, that have been unsealed after delivery; and
(e) goods that are liable to deteriorate or expire rapidly.

[Add or remove exceptions as applicable to your product range.]

Model Cancellation Form

To: [Business Name], [Postal Address], [Email Address]

I hereby give notice that I cancel my contract of sale of the following goods: [description of goods]

Ordered on: [date] / Received on: [date]

Name of consumer: _______________

Address of consumer: _______________

Signature (only if sent on paper): _______________

Date: _______________

8. Returns and Refunds

8.1 If you cancel your order under clause 7 and return the goods in accordance with these Terms, we will process your refund as described in clauses 7.5 to 7.7.

8.2 In addition to your statutory cancellation right, we offer a voluntary returns period of [Number, e.g., 30] days from the date of delivery. To be eligible, the goods must be unused, in their original packaging, and in the same condition as when received. This voluntary policy is in addition to, and does not affect, your statutory rights.

8.3 To initiate a return, please contact us using the details in clause 14 with your order number and the reason for return.

8.4 We will process the refund due to you as soon as possible and, in any event, within [14] calendar days of receiving the returned goods. Refunds will be made to the original payment method.

8.5 If the returned goods are damaged or used beyond what is necessary to establish their nature and functioning, we may make a deduction from your refund.

9. Faulty Goods and Your Rights Under the Consumer Rights Act 2015

9.1 We are under a legal duty to supply goods that are in conformity with the contract. Under the Consumer Rights Act 2015 ("CRA 2015"), goods we supply must:

(a) be of satisfactory quality, taking into account any description, the price, and all other relevant circumstances;

(b) be fit for any particular purpose that you made known to us before or at the time of the contract; and

9.2 If the goods do not conform to the contract, your statutory rights include the following:

30-Day Short-Term Right to Reject

9.3 If the goods are faulty, not as described, or not fit for purpose, you have the right to reject them within 30 days of receiving them and receive a full refund. The 30-day period begins on the day ownership passes to you (which is normally the day of delivery).

Right to Repair or Replacement

9.4 If more than 30 days have passed since you received the goods, you may request a repair or a replacement. We must carry out any repair or provide a replacement within a reasonable time and without significant inconvenience to you. We will bear any necessary costs incurred in doing so, including postage, labour, and materials.

9.5 We may choose to offer a repair instead of a replacement (or vice versa) if your preferred remedy is impossible or disproportionate compared to the alternative.

Right to a Price Reduction or Final Right to Reject

9.6 If, after one attempt at repair or replacement, the goods still do not conform to the contract, you are entitled to:

(a) a price reduction of an appropriate amount; or

(b) exercise your final right to reject the goods and receive a refund.

9.7 A refund following the exercise of your final right to reject may be reduced to take account of the use you have had of the goods, except in the first six months after delivery, during which no deduction may be made (other than for motor vehicles).

9.8 Where goods are faulty or misdescribed, we will bear the cost of return shipping. Please contact us before returning faulty goods, as we may arrange collection or provide a prepaid return label.

9.9 Nothing in these Terms is intended to exclude or limit your statutory rights under the CRA 2015 in relation to faulty goods.

10. Our Liability

10.1 Nothing in these Terms excludes or limits our liability for:

(a) death or personal injury caused by our negligence;

(b) fraud or fraudulent misrepresentation;

(d) breach of the terms implied by sections 9, 10, 11, 13, 14, 15, and 16 of the Consumer Rights Act 2015 (quality, fitness for purpose, description, and other statutory guarantees); or

(e) defective products under the Consumer Protection Act 1987.

10.2 Subject to clause 10.1, we shall not be liable to you for any indirect or consequential loss, or for any loss of profit, loss of business, or loss of business opportunity.

10.3 Subject to clause 10.1, our total liability to you in respect of all losses arising under or in connection with the contract shall not exceed the total price paid by you for the goods.

11. Personal Data

11.1 We will collect and process your personal data in connection with your order in accordance with our privacy policy at [Privacy Policy URL].

11.2 The personal data you provide when placing an order (including your name, address, email, telephone number, and payment details) will be used to fulfil your order, process payment, deliver the goods, and comply with our legal obligations.

11.3 For full details of how we handle your personal data and your rights under the UK GDPR and the Data Protection Act 2018, please refer to our privacy policy.

12. Complaints

12.1 If you have a complaint about any goods purchased from us, please contact us using the details in clause 14. We will acknowledge your complaint within [2] working days and aim to resolve it within [14] working days.

12.2 If you are not satisfied with our response, you may consider using an alternative dispute resolution (ADR) provider. In accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015: [we are willing / we are not obliged] to participate in ADR procedures. [If willing, name the ADR provider.]

12.3 Nothing in this clause affects your right to take legal action to enforce your statutory rights at any time.

13. Law and Jurisdiction

13.1 These Terms, and any contract formed under them, are governed by the law of England and Wales.

13.2 Any dispute or claim arising out of or in connection with these Terms (including non-contractual disputes or claims) shall be subject to the non-exclusive jurisdiction of the courts of England and Wales. As a consumer, you may also bring proceedings in the courts of the country in which you are domiciled.

14. Contact Details

14.1 If you have any questions about these Terms, your order, or any of our products, please contact us:

Business name: [Business Name]
Postal address: [Postal Address]
Email address: [Email Address]
Telephone: [Phone Number]

14.2 If you wish to contact us in writing, you can send your communication by email to [Email Address] or by post to [Postal Address].

This document was created using a template from website-contracts.co.uk.

Clause-by-clause guide

Plain English explanations of the key sections.

This clause establishes when a legally binding contract is formed between you and the customer. Under English law, displaying goods on a website is an invitation to treat, not an offer. The customer's order is an offer, and the contract is formed only when you send the Dispatch Confirmation. This gives you the flexibility to decline orders (for example, if an item is out of stock or a pricing error has occurred) without being in breach of contract. Under the Electronic Commerce (EC Directive) Regulations 2002, you must also provide the customer with an opportunity to identify and correct input errors before submitting their order and acknowledge receipt of the order without undue delay.

All prices displayed to consumers must include VAT where applicable, and delivery charges must be clearly stated before the customer commits to the purchase. Under the Consumer Contracts Regulations 2013, you must provide the total price of the goods inclusive of taxes before the order is placed. If you discover a pricing error, you should not process the order at the incorrect price. Instead, notify the customer and offer them the choice to proceed at the correct price or cancel. This approach is consistent with the invitation to treat model of contract formation — the error price is not a binding offer.

The 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 is mandatory for all distance contracts with consumers and cannot be excluded or reduced. You must provide a model cancellation form and clearly inform the consumer of this right before the contract is concluded. If you fail to inform the consumer of their cancellation right, the cancellation period is automatically extended by up to 12 months. The consumer must send their cancellation notice before the 14-day deadline but has a further 14 days after that to physically return the goods. You must refund the consumer within 14 days of receiving the returned goods or evidence of return.

The Consumer Rights Act 2015 provides a mandatory tiered system of remedies for goods that are not of satisfactory quality, not fit for purpose, or not as described. Within 30 days of delivery, the consumer has a short-term right to reject the goods for a full refund. After 30 days but within six months, the consumer can request a repair or replacement; if that fails after one attempt, they can reject the goods for a full refund with no deduction for use. After six months, the burden of proof shifts to the consumer to show the goods were faulty at the time of delivery, and a deduction for use may be applied. These rights cannot be excluded or restricted in a B2C contract.

Under the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977, you cannot exclude or restrict liability for death or personal injury caused by negligence, for fraud, or for breach of the statutory implied terms about quality, fitness for purpose, and description. Any term that purports to exclude or restrict these rights will be void. You may limit liability for indirect or consequential loss and cap your overall liability at the price paid, but these limitations are subject to the reasonableness test and must not undermine mandatory consumer protections. The Consumer Protection from Unfair Trading Regulations 2008 also prohibit misleading statements about consumer rights.

These Terms are governed by the law of England and Wales. However, for consumer contracts, the jurisdiction clause must be non-exclusive, meaning the consumer is not restricted to bringing proceedings only in England and Wales — they may also bring proceedings in the courts of the country in which they are domiciled. Under EU-retained law and UK consumer protection legislation, a term that requires a consumer to litigate exclusively in a jurisdiction that is not their place of domicile may be regarded as unfair and unenforceable. Consumers resident in Scotland or Northern Ireland are expressly informed that they may bring proceedings in their local courts.

Frequently asked questions

Under English law, displaying goods on a website is an invitation to treat, not a binding offer. When a customer places an order, they are making an offer to buy. A binding contract is formed only when you accept that offer. This template follows the standard approach of treating the Dispatch Confirmation email as the point of acceptance, meaning the contract is formed when you confirm the goods have been dispatched. This gives you the ability to decline orders — for example, if a product is out of stock, a pricing error is discovered, or you suspect fraud — without being in breach of contract. The Order Acknowledgement email you send immediately after the order is placed is merely a confirmation of receipt and does not constitute acceptance.

Yes. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, all consumers who purchase goods through an online shop (a distance contract) have an automatic statutory right to cancel their order within 14 calendar days of receiving the goods, without giving any reason. This right cannot be excluded or reduced. You must inform the consumer of this right before the contract is concluded and provide a model cancellation form. If you fail to inform the consumer of their cancellation right, the cooling-off period is extended by up to 12 months. Certain categories of goods are exempt from this right, including personalised goods, sealed hygiene products that have been opened, and perishable items.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If goods are faulty, not as described, or not fit for purpose, the consumer has a tiered system of statutory remedies. Within 30 days of delivery, the consumer can reject the goods for a full refund. After 30 days, they can request a repair or replacement. If the repair or replacement fails after one attempt, the consumer can choose between a price reduction or exercising their final right to reject for a refund. In the first six months after delivery, it is presumed that the fault was present at the time of delivery unless you can prove otherwise. You must bear the cost of return postage for faulty goods. These rights cannot be excluded or limited in a B2C contract.

You can limit certain types of liability, but there are strict legal boundaries. Under the Consumer Rights Act 2015 and the Unfair Contract Terms Act 1977, you cannot exclude or limit liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for breach of the implied statutory terms about satisfactory quality, fitness for purpose, and description. You may limit liability for indirect or consequential losses (such as loss of profit or loss of opportunity) and cap your overall liability at the price paid for the goods. However, any limitation must be fair and reasonable. A term that is deemed unfair under the Consumer Rights Act 2015 (Part 2) will not be binding on the consumer.

Yes. When selling to consumers in the UK, the Consumer Protection from Unfair Trading Regulations 2008 and the Consumer Contracts Regulations 2013 require that the total price of the goods, inclusive of VAT and all other applicable taxes, is clearly displayed before the consumer commits to the purchase. It is a misleading omission to display a price that does not include VAT when selling to consumers, as the consumer would not be able to make an informed purchasing decision. Delivery charges must also be disclosed before the order is finalised. If you are VAT-registered, you should state your VAT registration number in your terms or on your website.

Yes. Under the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015, all traders who sell goods or services to consumers must inform consumers about a certified alternative dispute resolution (ADR) provider when a complaint cannot be resolved directly. You must state whether you are willing to use ADR and, if so, which certified provider you will use. Even if you are not obliged to participate in ADR, you must still provide this information. Additionally, under the Electronic Commerce (EC Directive) Regulations 2002, online traders must provide the details of any relevant trade or professional body and any applicable code of conduct.