{"id":5890,"date":"2026-07-15T08:06:16","date_gmt":"2026-07-15T08:06:16","guid":{"rendered":"https:\/\/fasterdraft.com\/?post_type=product&p=5890"},"modified":"2026-07-20T10:01:18","modified_gmt":"2026-07-20T10:01:18","slug":"customer-return-and-refund-policy","status":"publish","type":"product","link":"https:\/\/fasterdraft.com\/uk\/product\/customer-return-and-refund-policy","title":{"rendered":"Customer Return and Refund Policy"},"content":{"rendered":"

What is the Return Policy?<\/h2>\n

A returns policy, also known as a return and refund policy, is the document that tells a customer what happens if they receive faulty goods, want to return unwanted goods, or ask to send back non-faulty items after purchase. In the UK, it should set out the customer\u2019s statutory rights under laws such as the Consumer Contracts Regulations 2013<\/em><\/a> and the Consumer Rights Act 2015<\/em><\/a>, including how to return items, when a refund, repair, replacement, credit note or voucher applies, who pays return postage, and what proof of purchase is accepted \u2014 usually a receipt, but where that is unavailable, other evidence such as a bank statement or credit card statement may also support the return goods process.<\/p>\n

This present return refund policy template is a bespoke, customisable document for small business owners and entrepreneurs in the UK who need to create or understand a compliant return and refund policy. It specifically addresses the statutory rights of customers in the UK with regard to faulty goods, cooling-off rights, refunds, return exceptions, and related rules for online purchases as well as purchases from a physical store. Once the document is published on the official website, it becomes legally binding for the business.<\/p>\n

All in all, a return policy template is a document that describes in detail how businesses in the UK handle returns lawfully, communicate customer rights clearly, and reduce disputes when customers return goods.<\/p>\n

Complaint Policy vs. Return Policy<\/h2>\n

Most businesses operating in the UK choose to have both policies in place to address how the handling of complaints and the return of goods should be managed within the organisation. These policies are distinct documents with different purposes and goals.<\/p>\n

A returns and refund policy is about ensuring the customer\u2019s specific statutory rights outlined in the Consumer Contracts Regulations 2013 and Consumer Rights Act 2015. These rights usually include a cancellation right, returning faulty goods, or seeking a refund, and the policy is aimed at outlining how the business in the UK intends to ensure and guarantee them.<\/p>\n

On the other hand, a complaints policy<\/em><\/a> is a broader procedural document covering how your business handles dissatisfaction generally, including service issues that have nothing to do with a return, internal escalation, and signposting to an ombudsman or alternative dispute resolution provider once your own process is exhausted. In practice, most returns are resolved through this policy without ever becoming a formal complaint. However, if the customer\u2019s request for return is not being satisfied correctly or is being unreasonably rejected, the customer may use a complaints policy to escalate their complaint further.<\/p>\n

Why choose this returns policy template from FasterDraft?<\/h2>\n

By customising this document with FasterDraft, you get a document with the following benefits and structure:<\/p>\n

    \n
  • All core clauses in one place<\/strong><\/em>. The policy is being designed to include all key elements a solid small business return policy template should include, such as eligibility, timeframes, refund methods, exceptions, faulty goods, etc.<\/li>\n
  • Consumer-rights compliance<\/strong><\/em>. The document aims to ensure that the customer\u2019s key statutory rights, such as the right to refund, replacement, and repair, are being ensured and guaranteed properly.<\/li>\n
  • Professional wording<\/strong><\/em>. Ready-to-publish, numbered instructions your customers can follow without needing to contact you first \u2014 reducing the volume of routine “How do I return this?” enquiries your team has to handle manually.<\/li>\n
  • No AI<\/strong><\/em>. This template is drafted by qualified UK solicitors and never by AI. At FasterDraft we never sell templates available for free on the Internet, generic documents or documents that can be used for multiple jurisdictions.<\/li>\n<\/ul>\n

    How to create a compliant product return policy template for a UK business?<\/h2>\n

    When drafting the policy document from scratch, make sure the wording and provisions of the policy comply with:<\/p>\n

    Consumer Rights Act 2015<\/h3>\n

    This universal legal act applies to all sales of goods and services in the UK in the following circumstances: (i) when the business is registered in the UK; or (ii) when the customer is located or receives goods or services in the UK.<\/p>\n

    The policy cannot contradict or exclude the following minimum statutory rights provided by the Consumer Rights Act 2015, including:<\/p>\n

      \n
    • The consumer has the right to receive goods of satisfactory quality, fit for purpose, and matching their description.<\/li>\n
    • The consumer has a short-term right to reject.<\/li>\n
    • The consumer has a right to repair or replacement.<\/li>\n
    • The consumer has a right to a price reduction or final readjustment before the full or partial refund.<\/li>\n<\/ul>\n

      Consumer Contracts Regulations<\/h3>\n

      If a business in the UK sells its goods or services via distance sale, online, by telephone or door-to-door, such a business should also comply with the minimum requirements provided by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations. Regulations 2013, including:<\/p>\n

        \n
      • establishment of a 14-day cancellation right for any goods (also well-known as a \u201ccooling-off\u201d period); and<\/li>\n
      • cooling-off shall apply to both faulty and non-faulty goods.<\/li>\n<\/ul>\n

        Digital Markets, Competition and Consumers Act 2024<\/h3>\n

        If the return of the goods is associated with incurring additional costs by the customer, including postage, the conditions of such a return should be clearly disclosed in the text of a return and refund policy template before the purchase is made. The conditions of the return, including any additional fees for the customer, cannot be revealed post-factum once the purchase is completed or once the return is requested.<\/p>\n

        What should a return policy template include?<\/h2>\n

        A solid and well-written return policy template for the UK business should address the following:<\/p>\n

        No return policy<\/h3>\n

        In certain circumstances, the business may not guarantee the return of certain types of goods. If this is the case, the text of the product return policy template shall specifically address the list of all those items that cannot be returned by the customer. The Consumer Contracts Regulations 2013 provides the list of the types of goods that could be subject to the no-return policy, including the following:<\/p>\n

          \n
        • goods made to the customer\u2019s specification or clearly personalised;<\/li>\n
        • goods that deteriorate or expire quickly (perishable items);<\/li>\n
        • sealed goods not suitable for return for health or hygiene reasons once unsealed (cosmetics, earrings, and underwear are common examples); and<\/li>\n
        • services already fully performed with the customer\u2019s express consent and acknowledgement that they\u2019d lose their cancellation right, etc.<\/li>\n<\/ul>\n

          Return, shipping Costs, and restocking fees<\/h3>\n

          Whether you are drafting an offline or e-commerce return policy template, the text of the document should provide clear information about any fees associated with such a return. If at any stage the customer is required to pay any extra fee, including for postage or packaging, such fees should be disclosed in the policy. The policy may include the following provisions related to the shopping and restocking costs:<\/p>\n

            \n
          • Unconditional free return<\/strong><\/em>. This is when the business in the UK guarantees that any and all expenses related to the return and shipping should be covered by the business. Many businesses add an additional clause in their return refund policy template saying that the return with a premium or expedited delivery option is not covered by the \u201cfree return\u201d option and should be paid by the customer separately.<\/li>\n
          • Conditional free return<\/strong><\/em>. If the business is ready to guarantee free return for specific goods or items, the list of such goods or items should be outlined in the text of the policy.<\/li>\n
          • Paid return<\/strong><\/em>. If all the costs associated with the return and shipping of goods are to be covered by the customer, the same should be disclosed in the text of the policy.<\/li>\n<\/ul>\n

            Cooling-Off period for distance sales<\/h3>\n

            For distance sales, this template sets out the automatic right to cancel within 14 days of receiving goods (or from the day the contract is made, for services), with no reason required. The cooling-off period does not apply for a situation when certain types of goods cannot be returned under Regulation 28 of the Consumer Contracts Regulations 2013, including perishable goods or personalised items.<\/p>\n

            Full refund, repairs, replacement, and credit note<\/h3>\n

            The solid product return policy template should address in which cases a refund is possible, as well as the applicable timeframe for requesting such a return:<\/p>\n

              \n
            • Full refund eligibility<\/strong><\/em>. The template sets out clearly when a customer qualifies for a full refund \u2014 typically within the 14-day statutory cancellation window for distance sales, or where goods are faulty and the short-term right to reject applies (within 30 days for most goods under Section 22 of the Consumer Rights Act 2015). Typically, the business must refund the customer within 14 days after receiving the notification about the faulty goods or receiving the goods back (whichever is earlier). The refund should be made using the same payment method as used by the customer while making the purchase. UK businesses may refund within a shorter period of time. However, 14 days is a statutory maximum period for businesses in the UK to make a refund.<\/li>\n
            • Optional credit note clause for non-faulty returns<\/strong><\/em>. Where a return falls outside the statutory cancellation period and isn\u2019t due to a fault \u2014 a goodwill return, in other words \u2014 you\u2019re free to offer a credit note instead of cash, provided this is clearly stated in your policy before the customer buys. The template includes optional wording for this, since it\u2019s a discretionary business choice rather than a legal requirement.<\/li>\n
            • Acceptance of returns<\/strong><\/em>. A typical policy document should clearly define how the businesses accept returns. Usually, the goods can be returned to the same shop where they were purchased or to any shop in the chain (for offline purchases). In case of an online purchase, the goods are usually sent back using mail order. If the goods should be returned in the original packaging, the same should be addressed in the text of the policy too.<\/li>\n
            • Short-term right to reject (within 30 days)<\/strong><\/em>. Under Section 22 of the Consumer Rights Act 2015, a consumer can reject faulty goods and get a full refund within 30 days of delivery, without first having to accept a repair or replacement. The template includes this as a clearly separate, time-bound right rather than folding it into general “returns”.<\/li>\n
            • Repair or replace options for the first six months<\/strong><\/em>. This is where the Act\u2019s reversed burden of proof matters. If a fault develops within six months of delivery, the goods are presumed to have been faulty at the point of sale unless the presumption is incompatible with the nature of the goods or fault or you can prove otherwise \u2014 the customer doesn\u2019t have to prove anything. You\u2019re entitled to one attempt at repair or replacement (your choice, provided it\u2019s not impossible or disproportionate) under Section 23 before further remedies apply.<\/li>\n
            • Escalation and time limits<\/strong><\/em>. If a repair or replacement fails, isn\u2019t completed within a reasonable time, or causes significant inconvenience, the customer moves to a price reduction or a final right to reject under Section 24. After six months from delivery, the burden of proof shifts \u2014 the customer now needs to show the fault was present at the time of purchase, which is harder in practice, and the template\u2019s wording reflects this shift clearly rather than implying an open-ended six-month \u201ctrial period”.<\/li>\n
            • If you can\u2019t offer repair<\/strong><\/em>. Where repair genuinely isn\u2019t available \u2014 a discontinued product, for example \u2014 the template instructs offering a replacement, a price reduction, or a refund instead, since refusing to remedy a genuine fault at all is not a lawful option under the act.<\/li>\n<\/ul>\n

              Digital content, downloads, and non-physical items<\/h3>\n

              If the business sells digital products and content, including software licences, computer software, pictures, downloads, tokens, and the right to access, a standard cooling-off period offered for the purchases made at a distance no longer applies.<\/p>\n

              Regulation 37 of the already cited Consumer Contracts Regulations 2013 allows businesses to opt out from the cooling-off period if access to such digital content or goods is being granted to the customer instantly. In such a case, the customer should be clearly communicated on the website, app or online platform about the immediate access and should be able to give an express acknowledgement for waiving the right to the cooling-off period.<\/p>\n

              International Sales<\/h3>\n

              If the business operates internationally. and the return policy template should address the following important tax and legal considerations:<\/p>\n

                \n
              • International returns shipping guidance<\/strong><\/em>. In case of international returns, the returns policy template should outline additional requirements for the packaging and labelling of the goods before their dispatch by the customer.<\/li>\n
              • Customs, duties, and VAT on returns<\/strong><\/em>. For genuinely international returns, customs and duties treatment can get complicated. A standard clause should typically provide that in case of a return of goods internationally, such a return may be subject to additional customs or duties, when applicable.<\/li>\n<\/ul>\n

                How to customise this product return policy template with FasterDraft?<\/h2>\n

                To get a fully customisable document template, follow a few easy steps below:<\/p>\n

                  \n
                1. Click the \u201cCreate Document\u201d button.<\/li>\n
                2. Answer simple questions in the form.<\/li>\n
                3. Select a template\u2019s format \u2013 PDF or Word.<\/li>\n
                4. Make a payment.<\/li>\n<\/ol>\n

                  The document is ready for instant digital download immediately after the purchase.<\/p>\n","protected":false},"excerpt":{"rendered":"

                  What is the Return Policy? A returns policy, also known as a return and refund policy, is the document that tells a customer what happens if they receive faulty goods, want to return unwanted goods, or ask to send back non-faulty items after purchase. In the UK, it should set out the customer\u2019s statutory rights […]<\/p>\n","protected":false},"featured_media":5893,"comment_status":"open","ping_status":"closed","template":"","meta":{"_acf_changed":false},"product_brand":[],"product_cat":[146],"product_tag":[],"class_list":["post-5890","product","type-product","status-publish","has-post-thumbnail","product_cat-ecommerce-legal-templates","first","instock","virtual","purchasable","product-type-simple"],"acf":[],"yoast_head":"\nReturn and Refund Policy Template for UK Business - Download<\/title>\n<meta name=\"description\" content=\"Download a solicitor-drafted fully customisable return and refund policy template for online and offline business in the UK. 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