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Refund and returns policy generator

Answer a few questions and get a plain-English returns policy for your shop, with the UK 14-day cancellation right and faulty goods rules built in. It runs in your browser, nothing is saved or sent anywhere.

UK and EU customers always get at least 14 days to cancel.

You always pay for faulty or wrong items.

What customers can choose
Items you can’t take back

Your policy

Returns and refunds policy This policy explains how to return an item you bought from our store and what you will get back. Your right to cancel You can cancel your order for any reason within 14 days of the day you receive it. Tell us you want to cancel by emailing [your email address], then send the item back within 14 days of telling us. We will refund you within 14 days of receiving the item back, or of you giving us proof that you have sent it, whichever is sooner. The refund includes the standard delivery charge you paid, but not any extra you paid for a faster delivery option. You pay the cost of sending the item back, unless it is faulty or not what you ordered. We may reduce your refund if the item has been handled more than you would need to check it, as you might in a shop. Returns You can return most items within 30 days of delivery. This is longer than the 14 days the law requires. Items must be unused, in their original packaging and with any tags still attached. What you get back For a return you can choose a refund to your original payment method or an exchange for a different size, colour or item. Faulty or wrong items If an item is faulty, damaged or not as described, tell us as soon as you can. Within 30 days of delivery you can reject it for a full refund. After that, we will repair or replace it, and if that does not fix the problem you can have a refund. This does not affect your statutory rights. We pay the cost of returning faulty or wrong items. Items we cannot take back Unless they are faulty, we cannot accept returns of: - Personalised or made-to-order items - Sealed health, hygiene or cosmetic items once the seal has been broken How to return an item Email [your email address] with your order number and the item you want to return. We will reply with the return address and what to do next.

This is a general guide, not legal advice. Check the result against GOV.UK’s guidance on online selling and take advice if your products or terms are unusual.

What UK law requires

Under the Consumer Contracts Regulations 2013, a customer who buys goods online can cancel within 14 days of receiving them without giving a reason. They then have 14 days to send the goods back, and you must refund within 14 days of receiving them, or of proof they were sent. The refund includes the standard outbound delivery charge. If your policy does not tell customers about this right, the cancellation period can extend by up to 12 months.

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. A customer can reject a faulty item for a full refund within 30 days. After that you get one chance to repair or replace it before they can claim a refund. Goods are your responsibility until they reach the customer, so a parcel lost in transit is between you and the courier.

Once your policy is live, these templates help you answer the questions it creates: refund within 14 days, refund outside the window and return instructions.

Questions