A customer-facing returns and refunds policy for online and in-store sales – change-of-mind returns, the statutory 14-day cancellation right, faulty goods, exchanges, refunds and exclusions – with the model cancellation form and a returns request form.
Retail & e-commerce
Returns and Refunds Policy with Model Cancellation Form
About this document
A clear returns policy reduces disputes and chargebacks and builds trust. It must make clear the difference between your goodwill policy (for example change-of-mind returns in store) and customers’ legal rights, which you cannot remove. Online shops must provide the model cancellation form.
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.
A complete, ready-to-use document with every section written, your details shown in [square brackets], and guidance notes explaining how to complete it.
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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