Terms for selling physical goods to consumers through your own website – ordering and contract formation, prices and payment, delivery, the 14-day cancellation right, faulty goods under the Consumer Rights Act 2015, personalised items, liability and complaints.
Retail & e-commerce
Online Shop Terms and Conditions of Sale (Consumers)
About this document
If you sell goods online to consumers you must give certain information before the order, confirm the contract afterwards, and respect statutory rights to cancel and to reject faulty goods. Terms that try to cut down those rights are unenforceable and can attract enforcement action. These terms are written to be clear, compliant and fair, so customers trust you and disputes are easier to resolve.
The document is laid out in the sections below. Each one comes with a plain-English guidance note explaining what it does and what to change.
Our templates are professionally structured starting points for UK businesses, not legal advice. For anything complex, unusual or high-value, have your final version checked by a solicitor.
Included in the pack
Retail & e-commerce
for every document in this category
Editable Microsoft Word files
Guidance notes in every document
Written for UK businesses
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