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Returns Policy

Online Catalogue | Ecommerce T&Cs |  Returns Policy

Returns policy

Returns policy


Price: 12.50 (Including VAT at 20%)

We created this returns policy precedent for ecommerce websites selling products to businesses, consumers or a mixture of the two groups.

The policy sets out the circumstances in which products may be returned, and details the procedure that must be followed when returning a product. It also explains how refunds will be given, and what happens if a product return does not follow the required procedure.

The law provides that sellers must allow customers to return products in certain circumstances. The statutory return rights available to consumers (rather than business customers) include a general right to return products purchased under contracts that have been entered into at a distance. In the usual case, that right is available until the end of the period of 7 working days following the delivery of the products. Similarly, customers may have a legal right to return faulty or mis-described products.

Those kinds of mandatory return rights are provided for in our terms and conditions of sale template. This returns policy template, on the other hand, can be used to offer customers supplemental (i.e. extra-statutory) rights of return.

This policy, together with one of our terms and conditions of sale documents, is included in each of our online shop packs.

Returns policy contents:

  1. Introduction: acknowledgement of wish to return products; purpose of returns policy; application of document: customer location; application of document: order types; no abridgment of consumer statutory rights.
  2. Returns: right to return products.
  3. Returns procedure: how to return products; product return delivery method; returning products: postage costs.
  4. Exclusions: products not returnable.
  5. Refunds: refund of price; refund of delivery charges; refund of return costs; method of refunding monies; period for issue of refund for returned product.
  6. Improper returns: return of product in contravention of document.
  7. Our details: website operator name; place of business; contacting the website operator.

Document attributes and statistics

  • Total words: 1404
  • Total characters: 8594
  • Document pages (estimated): 2
  • Guidance notes pages (estimated): 2
  • Total pages (estimated, including cover): 5
  • Governing law: English Law
  • Document style: website notice - informal
  • Language: English (UK)

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Returns Policy Q&A

If the terms and conditions of sale template covers statutory rights of return, how does this document relate to that document? Should this document replace the returns policy in that document?

The right of return under this policy does not replace the right of return under the terms of sale.

These two documents have been prepared on the basis that the (statute-based) rights of return referred to in the terms and conditions of sale are supplemented by the discretionary rights in this document. In other words, the documents implement two distinct rights of return. This means that you can adjust the conditions governing the discretionary right without the risk of unlawfully abridging the statutory right.

Some of our products are customised (by the addition of a company name and other text). If these products are returned, we cannot resell them. How does this returns and refund policy deal with this issue?

Two of the standard exclusions you can include relate to "any product made to your specification" and "any product made to order". You might add to these "any product that is customised for you" to ensure that customisations are excluded.

What happens under this policy where products are returned improperly, for example outside the designated time period?

Assuming there is no statutory right return right in this situation, then the "improper returns" clause should apply in most cases. This says that returns made in contravention of the policy will not lead to any refund or exchange, and that the supplier may retain the returned product until the customer pays a re-delivery charge. If the payment is not made within a specified period following a request for payment, the supplier may destroy or otherwise dispose of the returned product. The extent to which this clause is reasonable and enforceable will depend to some extent upon the particular situation.

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Online Catalogue | Ecommerce T&Cs |  Returns Policy


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