What is this document?

A returns policy sets out the terms under which customers can return products they have purchased from your online store. For UK e-commerce businesses, your returns policy must comply with statutory consumer rights, including the 14-day cancellation period for distance selling and the 30-day short-term right to reject faulty goods.

Who needs it?

Any business that sells goods to consumers online, by telephone, or by mail order in the United Kingdom. If you operate an e-commerce website that sells physical products to UK consumers, you are legally required to offer certain return and refund rights.

Why is it important?

UK consumer protection law gives consumers statutory rights to return goods purchased at a distance. Your returns policy must not attempt to restrict these rights. A clear, compliant returns policy helps avoid disputes, builds customer confidence, and demonstrates that your business operates lawfully.

Key UK legislation

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

Template document

Returns Policy

[Business Name] (“we”, “us”, “our”)

Registered address: [Registered Address]

Company registration number: [Company Number]

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

Last updated: [Date]

1. Introduction

1.1 This returns policy sets out the terms under which you may return products purchased from us through our website at [Website URL] (“our website”). It applies to all orders placed by consumers (individuals acting for purposes outside their trade, business, craft, or profession).

1.2 This policy does not affect your statutory rights under the Consumer Rights Act 2015 (“CRA 2015”) or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”). Nothing in this policy is intended to limit or exclude any rights you have under these or any other applicable laws.

1.3 When we refer to “you” or “your” in this policy, we mean the individual consumer who placed the order with us.

1.4 Please read this policy carefully before making a purchase. If you have any questions about our returns process, please contact us using the details set out in section 12 below.

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

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

2.2 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.

2.3 If your order consists of multiple lots or pieces of a single item, the cancellation period begins on the day after you receive the last lot or piece.

2.4 To exercise your right to cancel within the 14-day cooling-off period, 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 for Returns];
Telephone us on [Phone Number]; or
Complete and submit the model cancellation form set out below or available on our website at [Cancellation Form URL].

2.5 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. You do not need to have returned the goods before this deadline, but you must return them promptly after notifying us (see section 4).

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: _______________

3. How to Return Cancelled Goods

3.1 If you cancel your order under section 2, 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.

3.2 Please return goods to the following address: [Returns Address].

3.3 You should package the goods securely and include your order number and name inside the parcel. We recommend that you use a tracked delivery service and retain proof of postage, as you are responsible for the goods until they reach us.

3.4 You must take reasonable care of the goods while they are in your possession. You may inspect the goods as you would in a shop, but you should not use them beyond what is necessary to establish their nature, characteristics, and functioning. If the value of the goods is diminished as a result of handling beyond what is necessary, we may deduct an appropriate amount from your refund.

4. Effects of Cancellation

4.1 If you cancel your order in accordance with section 2, we will treat the contract between us as at an end from the date we receive your cancellation notice.

4.2 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).

4.3 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.

5. Refunds for Cancelled Orders

5.1 We will process your refund without undue delay, and in any event:

(a) no later than 14 calendar days after the day on which we receive the returned goods; or
(b) if no goods were supplied (or you have already provided evidence that you have sent the goods back), no later than 14 calendar days after the day on which we are informed of your decision to cancel.

5.2 We will make the refund using the same means of payment you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the refund.

5.3 If you received a discount, promotional offer, or voucher code on the original order, the refund amount will reflect the price you actually paid.

6. Returns of Defective or Misdescribed Goods

6.1 Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for a particular purpose (where you made that purpose known to us), and as described. If the goods we deliver to you are faulty, defective, or not as described, you have statutory rights which this section summarises.

30-Day Short-Term Right to Reject

6.2 You have the right to reject goods that are faulty, not as described, or not fit for purpose within 30 days of receiving them. If you exercise this right, you are entitled to a full refund. The 30-day period begins on the day you take ownership of the goods (which is normally the day of delivery).

6.3 To exercise your short-term right to reject, please contact us using the details in section 12 and provide your order number, a description of the fault, and, where possible, photographic evidence.

Right to Repair or Replacement

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

6.5 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

6.6 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 (which 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).

6.7 You also have the right to a price reduction or to reject the goods if a repair or replacement is not possible, or if we have failed to carry out a repair or replacement within a reasonable time or without significant inconvenience.

6.8 Where goods are defective or misdescribed, we will bear the cost of return shipping. Please do not return goods to us before contacting us first, as we may arrange collection or provide a prepaid return label.

7. Non-Returnable Items

7.1 The statutory 14-day cancellation right does not apply to certain types of goods. In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the following items cannot be returned under the cooling-off period (though your rights in respect of faulty goods under the Consumer Rights Act 2015 are unaffected):

(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;
(e) newspapers, periodicals, or magazines (except subscription contracts);
(f) goods that are liable to deteriorate or expire rapidly; and
(g) [any other non-returnable items specific to your business, e.g., perishable food items, intimate or sanitary goods].

7.2 Where applicable, we will clearly identify non-returnable items on the relevant product page before you place your order.

8. Return Shipping Costs

8.1 Cancellation under the 14-day cooling-off period: Unless we have offered to collect the goods, you are responsible for paying the direct cost of returning the goods to us. The estimated maximum cost of returning goods by standard post is [Estimated Return Cost].

8.2 Defective or misdescribed goods: We will bear the full cost of returning goods that are faulty, defective, or not as described. We will either provide a prepaid return label, arrange collection, or reimburse your reasonable return postage costs upon receipt of the goods.

8.3 Voluntary returns (see section 11): [You are responsible for paying the return shipping costs / We offer free returns on all orders / We offer free returns on orders over [Amount]]. [Delete or amend as applicable.]

8.4 We recommend that you obtain proof of postage when returning any item, as we cannot accept responsibility for items that are lost or damaged in transit back to us.

9. Refund Method and Timescales

9.1 All refunds will be made to the original payment method used to place the order, unless we agree otherwise in writing. For example:

(a) orders paid by credit or debit card will be refunded to the same card;
(b) orders paid via PayPal will be refunded to the same PayPal account; and
(c) orders paid by [other payment method] will be refunded to [specify].

9.2 Refund processing times are as follows:

(a) Cancelled orders (14-day cooling-off): We will issue your refund within 14 calendar days of receiving the returned goods (or evidence that you have sent them back), as required by the CCR 2013.
(b) Defective or misdescribed goods: We will issue your refund within [Number, e.g., 14] calendar days of receiving the returned goods and confirming the fault or misdescription.
(c) Voluntary returns: We will issue your refund within [Number, e.g., 14] calendar days of receiving the returned goods and confirming they meet the conditions in section 11.

9.3 Once we have issued your refund, it may take a further [3–5 / 5–10] working days for the funds to appear in your account, depending on your payment provider.

10. Exchanges

10.1 We [do / do not] offer direct exchanges. If you wish to exchange an item for a different size, colour, or product, please [follow the returns process below and place a new order / contact us using the details in section 12 to arrange an exchange].

10.2 If you are exercising your 14-day statutory cancellation right, you should cancel your existing order and place a new order for the replacement item.

10.3 If you wish to exchange a defective item, we may offer a replacement under section 6 above rather than requiring you to cancel and re-order.

11. Voluntary Returns Policy (Beyond Your Statutory Rights)

11.1 In addition to your statutory rights set out in this policy, we offer a voluntary returns period of [Number, e.g., 30 / 60 / 90] days from the date of delivery (“our goodwill returns policy”). This voluntary policy is offered in addition to, and does not affect, your statutory rights.

11.2 To be eligible for a return under our goodwill returns policy, the following conditions must be met:

(a) the item must be unused and in the same condition as when you received it;
(b) the item must be in its original packaging, with all tags and labels still attached;
(c) you must provide proof of purchase (such as your order confirmation email or receipt); and
(d) the item must not fall within the categories of non-returnable items listed in section 7.

11.3 If the returned item does not meet the conditions in clause 11.2, we reserve the right to decline the return or to offer a partial refund or store credit at our discretion.

11.4 Refunds under our goodwill returns policy will be processed as a [refund to the original payment method / store credit / exchange], at [your choice / our discretion]. [Amend as applicable.]

11.5 Our goodwill returns policy may be withdrawn or amended at any time, but any changes will not affect returns for orders placed before the date of the change.

12. Contact Details

12.1 If you have any questions about this returns policy, or if you wish to initiate a return, please contact us using the following details:

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

12.2 We aim to respond to all returns enquiries within [Number, e.g., 2] working days.

12.3 If you are not satisfied with the way we have handled a return or refund, you may wish to consider using an alternative dispute resolution (ADR) provider. You may also be able to use an alternative dispute resolution (ADR) service. You can find a list of approved ADR providers on the Chartered Trading Standards Institute website.

12.4 Nothing in this policy affects your right to take legal action to enforce your statutory rights.

Clause-by-clause guide

Plain English explanations of the key sections.

This clause reflects the mandatory 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013). This right applies automatically to all distance contracts (online, telephone, and mail-order sales) and cannot be excluded or reduced. You must provide a model cancellation form. The 14-day period runs from the day after the consumer receives the goods. Failure to inform the consumer of this right extends the cancellation period by up to 12 months.

Under the CCR 2013, you must issue a refund within 14 days of receiving the returned goods or evidence that the consumer has sent them back. The refund must include the basic delivery cost (standard shipping), but you do not need to refund any supplementary delivery charges (e.g., next-day or express delivery). You must use the same payment method as the original transaction unless the consumer expressly agrees otherwise.

The Consumer Rights Act 2015 provides a tiered system of remedies for faulty goods. Within 30 days, 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, they can reject the goods for a full refund with no deduction for use. After six months, the consumer must prove the goods were faulty at the time of delivery, and a deduction for use may be applied to any refund. You should never attempt to exclude or limit these rights.

The CCR 2013 provides specific exceptions to the 14-day cancellation right. You must list these clearly and only rely on exceptions that genuinely apply to your products. Common exceptions include personalised goods, sealed hygiene products that have been opened, and sealed audio/video/software that has been unsealed. Importantly, these exceptions only apply to the statutory cancellation right and do not affect the consumer’s right to return faulty goods under the CRA 2015.

For cancellations under the 14-day cooling-off period, you may require the consumer to bear the cost of return postage, but only if you informed them of this before they placed the order. If you did not inform them, you must bear the return shipping costs. For defective or misdescribed goods, you must always bear the cost of return shipping. You should include an estimate of the maximum return cost where the consumer is responsible for postage, as this is a requirement of the CCR 2013.

Any returns policy you offer beyond the statutory minimum is a commercial decision and can be subject to conditions (e.g., goods must be unused, in original packaging). However, you must make it clear that the voluntary policy is in addition to the consumer’s statutory rights and does not replace them. Avoid any language that could mislead consumers into thinking the voluntary policy is the extent of their rights. Under the Consumer Protection from Unfair Trading Regulations 2008, presenting statutory rights as a distinctive feature of your offer is a banned practice.

Frequently asked questions

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers have 14 calendar days from the day after receiving the goods to cancel a distance contract (online, phone, or mail-order purchase) without giving any reason. This is a statutory right that applies to all consumer distance contracts and cannot be reduced. If you fail to inform the consumer of this right, the cancellation period is automatically extended by up to 12 months. Separately, under the Consumer Rights Act 2015, consumers have 30 days from delivery to reject goods that are faulty, not as described, or not fit for purpose and receive a full refund.

If a customer cancels within the 14-day statutory cooling-off period, the business may require the customer to pay the direct cost of returning the goods, provided the business informed the customer of this requirement before the order was placed. If the business did not provide this information before the sale, the business must bear the return shipping costs. For returns of defective or misdescribed goods under the Consumer Rights Act 2015, the business must always pay the return shipping costs. Businesses should clearly state their position on return shipping costs in their returns policy.

Yes, but only for the specific categories of goods listed in the Consumer Contracts Regulations 2013 as exceptions to the cancellation right. These include personalised or custom-made goods, sealed goods that cannot be returned for hygiene reasons once unsealed, perishable goods, sealed audio/video recordings or software once unsealed, and goods that become inseparably mixed with other items after delivery. You cannot create your own categories of non-returnable items beyond those specified in the regulations. Importantly, even for these excepted categories, consumers still retain their right to return faulty goods under the Consumer Rights Act 2015.

The 14-day cancellation right under the CCR 2013 allows a consumer to cancel a distance contract for any reason within 14 days of receiving the goods. The consumer does not need to show that anything is wrong with the product. The 30-day short-term right to reject under the CRA 2015 applies when goods are faulty, not as described, or not fit for purpose, and entitles the consumer to a full refund within 30 days of taking ownership. The key difference is that the 14-day right requires no reason but has a shorter window and the consumer usually pays return postage, while the 30-day right requires a fault but the seller must pay return postage and the window is longer.

For statutory cancellations under the 14-day cooling-off period, you must offer a full monetary refund to the original payment method. You cannot insist on offering store credit or an exchange instead. For faulty goods rejected within 30 days under the CRA 2015, a full monetary refund is also required. After 30 days, if a repair or replacement fails, the consumer is entitled to a price reduction or a refund. For any voluntary or goodwill returns policy that you offer beyond the statutory minimum, you may set your own terms, which could include offering store credit or exchanges rather than refunds, provided this is clearly communicated and does not mislead the consumer about their statutory rights.

Even without a published returns policy, you are still legally required to honour consumers’ statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. However, not having a clear policy creates several risks: you may fail to provide the required pre-contract information about cancellation rights (which extends the cancellation period by up to 12 months); you are more likely to face disputes and chargebacks; and you may attract enforcement action from Trading Standards. A clear, published returns policy helps you manage expectations, reduces customer service queries, and demonstrates compliance with UK consumer protection law.