Free Returns Policy Template

Returns Policy

[Insert your company/business name]

Website: [insert website URL]

1. Returns

1.1 We offer a discretionary returns policy. You may return most items purchased from our website within [14 / 30] days of delivery for a [refund / exchange], provided that the items are returned in their original condition, unused, and in their original packaging.

1.2 To be eligible for a return, items must be:

(a) in their original, undamaged packaging;

(b) unused and in the same condition as when you received them;

(c) accompanied by the original receipt or proof of purchase.

1.3 This discretionary returns policy does not affect your statutory rights, including those set out in the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Refunds

2.1 Once we receive your returned item, we will inspect it and notify you of the status of your refund.

2.2 If your return is approved, we will process a refund to your original method of payment within [5-10] working days.

2.3 The refund will include the price paid for the goods [and / but not] any original delivery charges.

2.4 We reserve the right to reduce the amount of any refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop.

3. Cancellation rights

3.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer, you have a statutory right to cancel a distance contract within 14 days without giving any reason.

3.2 The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

3.3 To exercise the right to cancel, you must inform us of your decision to cancel the contract by a clear statement (for example, a letter sent by post or email). You may use the model cancellation form set out in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, but it is not obligatory.

3.4 If you cancel the contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

3.5 We will make the reimbursement without undue delay, and not later than:

(a) 14 days after the day we receive back from you any goods supplied; or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods.

3.6 We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

4. Exclusions

4.1 The following items cannot be returned under our discretionary returns policy:

(a) [perishable goods, such as food, flowers, or plants];

(b) [personalised or custom-made items];

(c) [sealed goods which are not suitable for return due to health protection or hygiene reasons, if they have been unsealed after delivery];

(d) [sealed audio or video recordings or sealed computer software, if they have been unsealed after delivery];

(e) [goods which have been inseparably mixed with other items after delivery].

4.2 These exclusions do not affect your statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where those rights apply.

5. How to return

5.1 To initiate a return, please contact us using the details set out in Section 10 below, quoting your order number.

5.2 We will provide you with a [returns authorisation number and / return shipping label and] instructions for returning the item.

5.3 Items should be returned to: [insert return address].

5.4 We recommend that you use a tracked delivery service when returning items, as we cannot be held responsible for items that are lost in transit.

6. Return shipping costs

6.1 If you are returning an item under our discretionary returns policy (and not exercising your statutory cancellation rights), you will be responsible for the cost of return shipping.

6.2 If you are exercising your statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you will bear the direct cost of returning the goods unless we have agreed otherwise.

6.3 If you are returning an item because it is faulty or not as described, we will bear the cost of return shipping.

7. Damaged or defective goods

7.1 Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for a particular purpose, and as described. If goods you have purchased from us do not conform to these requirements, you may have a right to a repair, replacement, or refund.

7.2 If you receive goods that are damaged or defective, please contact us within [number, e.g. 48] hours of delivery, providing your order number, a description of the issue, and photographs where possible.

7.3 Where goods are confirmed as damaged or defective:

(a) within 30 days of delivery, you are entitled to a full refund;

(b) within 6 months of delivery, you are entitled to a repair or replacement and, if this is not possible, a full refund;

(c) after 6 months (but within 6 years) of delivery, you must prove the goods were faulty at the time of delivery to be entitled to a repair or replacement.

8. Late or missing refunds

8.1 If you have not received a refund within the timeframe stated in Section 2, please first check your bank account or payment provider.

8.2 Then contact your credit card company or bank, as it may take some time for your refund to be officially posted.

8.3 If you have done all of the above and you still have not received your refund, please contact us using the details set out in Section 10.

9. Changes to this policy

9.1 We may update this returns policy from time to time by publishing a new version on our website.

9.2 The policy in effect at the time of your purchase will apply to that transaction.

9.3 You should check this page periodically to ensure you are familiar with the current version.

10. Contact us

10.1 If you have any questions about returns or this returns policy, you can contact us:

(a) by email, at [email address];

(b) by post, at [postal address];

(c) by telephone, on [telephone number];

(d) using the contact form on our website, at [insert URL].

This document was created using a free template from SEQ Legal.