Returns and Refunds Policy

Part A is a customer-facing returns and refunds policy for goods sold online and/or in a shop, ready to publish. Part B is an internal procedure telling staff how to process returns, how quickly to refund and what records to keep. Part C is a returns form. The policy clearly separates the legal 14-day right to cancel online orders, the legal rights for faulty goods, and any extra goodwill returns policy you choose to offer.

• Alongside this pack’s Online Consumer Terms and Conditions
• When setting up an online shop, or reviewing an existing returns page
• To train shop and customer service staff on what customers are entitled to

• Choose your goodwill returns period (if any) and how you handle in-store change-of-mind returns
• Insert your returns address, contact details and who pays return postage
• Check the list of non-returnable items fits your products
• Complete the roles, records and review details in Part B
• Publish Part A on your website, link to it from product pages and the checkout, and keep Part B for internal use