Returns Policy - Template Form to Create Word & PDF Pro · UK-law
✓ Valid in United Kingdom · drafted to comply with local law
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________
Trading address: ________
RETURNS POLICY
This Returns Policy forms part of the terms on which we sell goods to you. It is to be read together with our Terms and Conditions of Sale and our Privacy Policy. Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
§ 1. About this policy and how to contact us
1.1 In this policy, "we", "us" and "our" refer to ________, a sole trader trading as ________, and "you" and "your" refer to the customer.
1.2 We understand that there may be circumstances in which you need to return an item to us. We will always process returns in accordance with this policy and your statutory rights.
1.3 If you have any questions about making a return, or about the contents of this policy, you can contact us by:
- telephone on: ________;
- email at: ________; or
- post to: ________.
1.4 If you are not satisfied with the way in which we deal with your return, you can raise a complaint. Please refer to our complaints policy for further details.
1.5 This policy applies to contracts entered into with consumers who are resident in England and Wales and is governed by the law of England and Wales.
§ 2. If you change your mind
2.1 This section sets out our policy in relation to "change-of-mind" returns. If you believe your item is faulty, please refer to § 3 below.
Before dispatch
2.3 If you change your mind after you place an online order, you will have ________ after placing your order to cancel it. You can do this by:
________
2.4 If payment has not yet been taken, we will not charge you after you have cancelled your order. If payment has already been processed, a refund will be sent to your original payment method without undue delay and in any event within 14 calendar days of cancellation.
After dispatch
2.5 If you change your mind after you receive your item, you may exercise your statutory right of cancellation by notifying us of your decision to cancel within 14 calendar days of your receipt of the item. You may do so by a clear statement (for example by letter, email or telephone using the contact details in § 1.3) or by using the model cancellation form available on request.
2.6 If you would like to return your item you should:
1. Notify us within 14 calendar days of receipt that you wish to cancel and return the item.
2. Take reasonable care of the item while it is in your possession. You are liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
3. Once you have notified us, you will receive an acknowledgement and instructions confirming how to return your item to us.
4. Return the item to us without undue delay and in any event within 14 calendar days of notifying us of your cancellation. You will be responsible for the direct cost of returning the goods.
2.7 We will reimburse all payments received from you, including the standard cost of delivery (but excluding any supplementary delivery costs arising from your choice of a non-standard delivery option). Reimbursement will be made using the same means of payment as you used for the original transaction, within 14 calendar days of the day on which we receive the goods back or you supply evidence of having returned them, whichever is the earlier.
Exclusions
2.8 Please note that certain goods are excluded from the statutory right of cancellation and from our change-of-mind returns policy, including goods that are made to your specifications or are clearly personalised, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, and perishable goods. Where an exclusion applies, this will be made clear to you at the time of your purchase.
2.9 This section does not affect your statutory rights. If your item is faulty or unsatisfactory, please refer to § 3 below.
§ 3. Returning a faulty item
3.1 Under the Consumer Rights Act 2015, the goods that you receive from us must be:
- of satisfactory quality;
- fit for any particular purpose made known to us; and
- as described, and match any sample or model by reference to which they were sold.
3.2 If you return a faulty item within 30 calendar days of receiving your goods, you have the short-term right to reject the goods and to request a full refund.
3.4 Within the first six months from delivery, any fault is presumed to have been present at the time of delivery unless we can prove otherwise.
How to return a faulty item
3.5 If your item is faulty, you should:
1. Notify us of the fault using the contact details in § 1.3.
2. Once you have notified us of the fault, you will receive an acknowledgement and instructions confirming how to return your item to us.
3. We will cover the reasonable postage and shipping costs of returning a faulty item. We will send a prepaid shipping label to you.
4. The courier will usually specify that the label should be used within a fixed period. You will be provided with instructions about this together with the shipping label.
3.6 Once we receive your returned item, we will conduct a quality check and notify you of the outcome. If your item is found to be faulty, your refund, repair or replacement will be processed in accordance with this policy and your statutory rights.
§ 4. Your statutory rights
4.1 As a consumer, you have legal rights in relation to goods that are faulty or not as described under the Consumer Rights Act 2015 and other applicable consumer protection legislation. Nothing in this policy affects, limits or excludes these statutory rights.
4.2 For more detailed information about your rights, please contact your local Citizens Advice service or Trading Standards office.
4.3 The rights in § 3 exist separately from, and in addition to, any guarantee or warranty you may also have. Please contact us if you would like to discuss any applicable guarantee or warranty.
§ 5. Refunds and personal data
5.1 All refunds will be made to your original payment method unless otherwise agreed.
5.2 We will process any personal data collected in connection with your return in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018, and as set out in our Privacy Policy.
§ 6. Governing law
6.1 This policy and any dispute or claim arising out of or in connection with it shall be governed by and construed in accordance with the law of England and Wales, and the courts of England and Wales shall have jurisdiction, save that you may also bring proceedings in the part of the United Kingdom in which you are domiciled.
This policy is issued by: ________
Version / effective date: ________
Dated: ________
Fields you complete are inserted into the document live. This template is general guidance only — not legal advice.