Online Consumer Terms and Conditions

Website terms and conditions for a UK business selling physical goods to consumers online, by phone or by mail order. They cover who you are, ordering, prices, delivery, the 14-day right to cancel, faulty goods and complaints, and are written to work with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and the consumer protection rules in the Digital Markets, Competition and Consumers Act 2024 (in force since 6 April 2025). The model cancellation form is included.

• Selling goods to consumers through your own website or online shop
• Taking orders by phone, email, social media messaging or mail order (all “distance contracts”)
• Alongside this pack’s Returns and Refunds Policy, which explains the practical returns process

• Insert your business details in clause 2 – the law requires your full legal name, geographical address, phone number and email
• Fill in your delivery options and charges, payment methods and returns address
• Decide whether you offer a longer goodwill returns period than the legal 14 days (clause 8)
• Publish the terms on your website with a link at checkout, and send a copy (or a link plus a PDF) with the order confirmation email