Refund & Returns Policy Generator
Write a returns policy for your online shop that gets UK consumer law right: the 14-day right to cancel, refunds within 14 days, faulty goods under the Consumer Rights Act, the items you can exclude and a model cancellation form.
About this tool
When you sell online or by phone, the Consumer Contracts Regulations 2013 give customers 14 days after delivery to cancel for any reason, then another 14 days to send the goods back. You must refund them within 14 days of getting the goods back (or proof they’ve been sent), including the standard delivery charge they paid, and if you don’t tell them before they buy that they pay for returns, you have to. Certain items, such as personalised goods, perishables and opened hygiene products, can be excluded. You can offer longer than 14 days, but not less.
Faulty goods are separate and can’t be excluded, whatever your policy says. Under the Consumer Rights Act 2015, customers can reject faulty goods for a full refund within 30 days, then ask for a repair or replacement, and if that fails, a refund, for up to six years (five in Scotland). Shops have no legal duty to take back unwanted items bought in person, so a store policy is your choice. The generated policy covers all of this; anything in [square brackets] still needs your details. Your answers are remembered on this device.