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Returns policy generator

Write a plain-English returns and refunds policy for a UK online shop: the 14-day right to cancel, refund timing, delivery costs, return postage and items that can't be returned. It runs in your browser and nothing is stored.

How to use it

1. Choose who pays return postage and whether you give more than the legal 14 days, then copy the policy to your shop's returns page and order emails.
2. Don't write "no refunds" or "sale items can't be returned". GOV.UK says it's illegal to restrict or mislead customers about their rights.
3. Link to the policy from your checkout and include it in your order confirmation, so customers can keep a copy.
4. For a full set of terms, see the terms and conditions template.

Worked example

A candle shop selling online chooses customer-paid return postage, the standard 14 days and adds that personalised candles can only be returned if faulty. A customer cancels on day 10 after delivery, posts the candle back and gets the price plus standard delivery refunded within 14 days of the shop receiving it.

The UK rules behind it

• 14 days to cancel, 14 days to return, 14 days to refund. Customers buying online, by mail or phone can cancel within 14 days of receiving an item, have another 14 days to return it, and must be refunded within 14 days of you receiving it back, including standard delivery (GOV.UK: accepting returns and giving refunds, checked 18 October 2026).
• If you don't tell them. Without information on the right to cancel, customers can cancel at any time in the next 12 months (GOV.UK: distance selling).
• Return postage. The customer pays the direct cost of returning goods unless you agreed to pay it, or you failed to tell them they would have to (Consumer Contracts Regulations, regulation 35).
• Exceptions. Personalised or custom-made items, perishable goods and sealed hygiene items once opened only have to be refunded if faulty (GOV.UK).
• Faulty goods. You must repair or replace a faulty item returned within 6 months unless you can prove it wasn't faulty when sold; customers have up to 6 years to claim (5 in Scotland).

More: appointment reminder generator · booking confirmation generator · missed call text generator · returns policy generator · cancellation policy generator

Questions

What must a UK online shop returns policy include?

The 14-day right to cancel, how to cancel, who pays return postage, refund timing (within 14 days of getting the item back), standard delivery refunds, exceptions, and faulty goods rights.

Do I have to offer free returns?

No. The customer pays the cost of returning goods unless you agreed to pay it or didn't tell them they would have to. Say clearly which applies.

How long do I have to give a refund?

Within 14 days of receiving the item back. You must also refund standard delivery if the customer paid for it.

Can I refuse returns on sale items?

No. Customers have the same rights in a sale as at full price, and it's illegal to mislead them about their rights.

Which items can't be returned for a change of mind?

Personalised or custom-made items, perishable goods, newspapers and magazines, unwrapped CDs, DVDs and software, and sealed hygiene items once opened. They can still be returned if faulty.