A returns policy page that meets UK law

Key takeaways

A UK returns policy page must explain the 14-day right to cancel online orders, 14 more days to send goods back, refunds within 14 days, who pays return postage, and the separate rights for faulty goods, including the 30-day right to reject. Write it plainly, link it from every product page and checkout, and never suggest customers have fewer rights than the law gives.

• 14 days to cancel online orders, then 14 days to return the goods.
• Faulty goods: a 30-day short-term right to reject.
• Say who pays return postage; if you do not, you pay.
• Never imply customers have fewer rights than the law gives.

What must a UK returns policy include?

A UK returns policy must cover the right to cancel online and distance orders within 14 days, the time to return goods, how and when refunds are paid, who pays return postage and any exceptions, plus rights for faulty goods. Global Bridge Labs (GBL) recommends separate headings for change-of-mind returns and faulty goods.

• What information should every business website have?
• What a UK e-commerce website needs to sell

How do change-of-mind returns work?

For goods bought online, by phone or by mail order, consumers have 14 days from delivery to cancel, then a further 14 days to send the goods back. You must refund within 14 days of receiving the goods, or evidence they were sent. The original standard delivery charge is refunded too.

• Your cancellation policy on your website: what to say

Who pays for return postage?

The customer pays return postage for change-of-mind returns only if you told them before they ordered. If you did not, you must cover it. For faulty goods, the trader bears the cost of returning them. State your approach clearly on the returns page and at checkout.

• Delivery information page: what to include

What rights apply to faulty goods?

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not, consumers have a 30-day short-term right to reject for a full refund, then rights to repair or replacement, and then a price reduction or final right to reject. These apply in shops and online.

• Warranty information on your website: what to state

Which items can be excluded?

Change-of-mind returns can exclude personalised or made-to-order items, perishable goods and sealed hygiene items once unsealed, among others. Faulty goods rights cannot be excluded. Wording such as 'no refunds on sale items' is misleading if it suggests faulty goods are not covered.

• Inaccurate information on your website: the legal risk

Can you offer more than the law requires?

Yes, and many retailers do, for example 30 or 60-day returns. Describe the extra as your own policy, and make clear that it is in addition to statutory rights, not a replacement. A generous, clear returns policy can lift conversion, because it lowers the risk of buying.

• Money-back guarantees: lower the risk of buying from you

What does this look like in practice?

A pattern we see in small online shops: a returns page copied from a template that says 'returns within 7 days', which is shorter than the legal minimum. Rewriting it around the 14-day right and the faulty goods rules removes the legal risk and usually reads as more customer-friendly.

• See client work
• Website Design & Development for UK businesses

Returns policy checklist

• Explain the 14-day cancellation right.
• Give 14 days to send goods back.
• Refund within 14 days, including standard delivery.
• Say who pays return postage.
• Explain faulty goods rights separately.
• List only lawful exclusions.

Next step

Compare your returns page with the GOV.UK guide on accepting returns. Fix any period shorter than the law allows today.