Last updated: 2 September 2026
This policy applies to consumer purchases made through [Website/Business Name]. It does not affect your statutory rights under UK consumer law.
Our 30-day returns policy
In addition to your statutory rights, we offer a 30-day returns period for eligible products.
To request a return under this policy, please contact us within 30 days of receiving your order. The product should be returned in its original condition, without avoidable damage and, where reasonably possible, with its original packaging and accessories.
You may inspect and handle a product in the same way that you would reasonably be allowed to do in a shop. We may reduce the refund if the product’s value has been reduced because it has been handled more than was necessary to establish its nature, characteristics and function.
Please do not return any product to its manufacturer. Contact us first so that we can provide the correct return instructions and address.
Your right to cancel an online order
For most products purchased online, you have the legal right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days after the day you, or a person nominated by you, receives the product. If an order is delivered in separate parts, the cancellation period starts when the final part is received.
After notifying us, you must return the product within a further 14 days.
You can cancel by emailing [email address] or by sending a clear written statement to [business postal address]. Please include your name, order number and details of the product you wish to return. You may also use the cancellation form at the end of this policy, although this is not compulsory.
Products that cannot normally be returned for a change of mind
Unless a product is faulty, not as described or otherwise covered by your statutory rights, cancellation or change-of-mind returns may not apply to:
- Products made to your specifications or clearly personalised for you.
- Products that are liable to deteriorate or expire rapidly.
- Sealed products that are not suitable for return for health protection or hygiene reasons, once the seal has been broken.
- Sealed audio or video recordings or sealed computer software, once unsealed.
- Newspapers, periodicals and magazines, except subscription contracts.
- Digital content once downloading or streaming has started, where you expressly agreed to immediate supply and acknowledged that you would lose your right to cancel.
- Services that have been fully performed, where you expressly requested performance to begin and acknowledged that your cancellation right would end once the service was completed.
These exclusions do not limit your rights if a product is faulty, damaged, misdescribed or not fit for purpose.
Faulty, damaged or incorrect products
Under UK consumer law, products must be:
- Of satisfactory quality.
- Fit for their intended purpose.
- As described.
If a product is faulty, damaged, incorrect or not as described, please contact us as soon as possible at [email address], including your order number and, where helpful, photographs showing the problem.
You may have a legal right to reject qualifying faulty products and receive a full refund within 30 days of receiving them. After this period, you may be entitled to a repair or replacement and, in certain circumstances, a price reduction or refund.
We will cover reasonable return costs when a product is faulty, damaged, incorrect or not as described.
Proof of purchase
We may ask for reasonable evidence that the product was purchased from us. This may include an order confirmation, receipt, order number, payment record or other proof of purchase.
Refunds
We will notify you when we receive and inspect your return.
For a valid cancellation, we will refund:
- The price paid for the returned product.
- The cost of our least expensive standard delivery option, where applicable.
If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional amount above the standard delivery cost.
We will issue the refund without undue delay and no later than 14 days after:
- We receive the returned product; or
- You provide evidence that you have sent it back,
whichever happens first.
Refunds will normally be made to the original payment method. You will not be charged a refund administration or restocking fee.
Depending on your bank or payment provider, it may take additional time for the refund to appear in your account after we have processed it.
If your refund has not appeared after receiving confirmation from us, please contact your bank or payment provider first. If you still require assistance, contact us at [email address].
Sale and promotional products
Sale, discounted and promotional products have the same statutory rights as full-price products.
A discount does not affect your rights where a product is faulty, not as described or not fit for purpose. If a product was discounted because of a specific fault that was clearly disclosed before purchase, you may not be entitled to a remedy for that particular disclosed fault.
Exchanges
If you would like a different size, colour or product, please contact us at [email address].
Exchanges are subject to availability. In some cases, the quickest option may be to return the original product for a refund and place a new order.
If a product is faulty or damaged, your statutory rights to a repair, replacement or refund remain unaffected.
Gifts
Refunds are normally returned to the original payment method used by the purchaser.
If you received the product as a gift, please contact us before returning it. We will explain the available options, but we may need to communicate with or refund the original purchaser.
Return postage
For change-of-mind returns, you are responsible for the direct cost of returning the product unless:
- We have agreed to pay the return cost;
- The product is faulty, damaged, incorrect or not as described; or
- UK law requires us to cover the cost.
Please package returned products securely. We recommend obtaining proof of postage and using a tracked service for valuable products. You remain responsible for the return until it reaches us, except where we arrange collection or provide the return service.
Send authorised returns to:
[Business name]
[Return address line 1]
[Return address line 2]
[Town/City]
[Postcode]
[United Kingdom]
Do not send a return until you have contacted us and received the appropriate return instructions.
Need help?
For questions about cancellations, returns, exchanges or refunds, contact:
Email: [email address]
Telephone: [telephone number, if applicable]
Postal address: [business postal address]
Model cancellation form
Complete and return this form only if you wish to cancel your contract. You may instead send us any other clear written statement.
To: [Business name, postal address and email address]
I give notice that I wish to cancel my contract for the following product(s):
Product(s):
[Insert product details]
Order number:
[Insert order number]
Ordered on:
[Insert date]
Received on:
[Insert date]
Customer’s name:
[Insert name]
Customer’s address:
[Insert address]
Signature:
[Only required when submitting this form on paper]
Date:
[Insert date]