Returns & cancellation - draft

DRAFT - not effective for trading. Return address, contact details and return-cost arrangements are unconfirmed. Complete these before taking orders.

Changing your mind

For ordinary goods bought online, tell us that you wish to cancel within 14 days after receiving them. You then have a further 14 days to return them. You do not need to give a reason. Email [CUSTOMER SERVICE EMAIL] or write to [TRADING ADDRESS] with a clear cancellation statement and your order details. A valid cancellation does not depend on receiving permission or a return authorisation number.

Returning an item

Return to [CONFIRMED RETURNS ADDRESS]. [DECIDE AND STATE BEFORE PURCHASE WHO PAYS DIRECT CHANGE-OF-MIND RETURN POSTAGE; ADD A COST ESTIMATE FOR GOODS THAT CANNOT NORMALLY BE POSTED.] Package the item securely and retain evidence of posting. You may inspect it as you could in a shop. Handling beyond what is needed to establish its nature, characteristics and functioning may affect the refund where the law permits a deduction. Original packaging is helpful but is not an absolute condition of statutory rights.

Refunds

For a full cancelled order we refund the product price and the standard outbound delivery cost; the additional cost of a premium delivery option need not be refunded. Refunds are made using the original payment method unless otherwise agreed, without a refund fee. Where goods are being returned, the deadline is generally 14 days after we receive them or evidence of return, whichever is earlier. We may withhold reimbursement until one of those events, except where we have offered to collect.

Faulty, damaged or incorrect items

Contact [CUSTOMER SERVICE EMAIL] with your order reference and a description of the problem. Photographs can help investigation but are not a blanket condition of exercising your rights. We will arrange the appropriate remedy and reasonable return costs where required. Do not send a potentially unsafe item until suitable instructions have been agreed. Your statutory remedies are separate from change-of-mind cancellation.

Exceptions

No blanket exclusion applies merely because an item is for a dog or was discounted. Only include a cancellation exception for a particular product after confirming that the legal exception actually applies and explaining it before purchase. This draft does not apply a general hygiene exclusion to drying robes.

Optional cancellation form

To: [LEGAL NAME, TRADING ADDRESS AND EMAIL]. I give notice that I cancel my contract for the following goods: [GOODS]. Ordered on / received on: [DATE]. Order reference: [REFERENCE]. Customer name: [NAME]. Customer address: [ADDRESS]. Date: [DATE]. Signature, only if submitted on paper: [SIGNATURE]. You may use this form but do not have to.