What is included in a Returns Policy?

This Returns Policy template covers: timeframes within which returns made under the Returns Policy should be made how returns can be started requirements that must be met for an item to be returned the entitlement to a refund and any deductions that will be made (eg of a returns fee) how a return will be processed whether an exchange can be requested and, if so, how exchanges are dealt with a reminder that the Returns Policy does not in any way diminish a customer’s statutory rights to return items in certain situations information on the business’ relevant Terms and conditions documents

Why do I need a Returns Policy?

A business does not have to have a Returns Policy in place. In the absence of one, a customer’s statutory rights to make returns in certain circumstances will still apply (eg if an item is faulty). However, creating a supplementary Returns Policy can confer many business advantages . For example, it can increase trust in and positive perceptions of your brand, make customers more comfortable purchasing from your business, and can avoid dissatisfied customers having to keep items that aren’t quite right for them. Making a Returns Policy helps you to obtain these benefits whilst clearly communicating the rules and procedures that customers should follow if they want to make returns under the additional returns route set out in your Policy.

Can I require that customers only return items using this Returns Policy?

This Returns Policy can be used to create a returns process that customers can use as an alternative to any returns options available to them under the law (ie those available in accordance with their statutory rights). Whatever your Returns Policy says, customers will always still have the statutory return rights available to them that they otherwise would. Exactly which statutory return rights apply to a customer depends on multiple factors, such as whether they’re a consumer or a business customer, and whether they purchased remotely or in-person. Return rights that may be applicable include: the right to return items that aren’t of satisfactory quality the right to return items that aren’t fit for purpose, and the right to cancel a purchase within 14 days without needing to provide a reason The rules and processes that you set out in your Returns Policy must not attempt or purport to limit customers’ statutory rights in any way. This Returns Policy is written to help you do this - but be careful when adding your business’ information to the Policy, to ensure that you do not attempt to limit customers’ statutory rights (eg by saying something like ‘no returns at all can be made after 30 days’). For more information, read Returning and refunding items and Consumer rights . If you’re unsure if your returns policies and practices are legally compliant, you can Ask a lawyer for help.

Can I set requirements for when customers can return items?

As the returns process you set out in this Returns Policy will be provided to consumers in addition to their statutory rights (see the FAQ above for more information), you can impose restrictions on when returns can be made under this Policy. For example, you may specify that items can only be returned if they’re unopened or in perfect condition. You should only impose restrictions that are fair. Remember that you cannot limit customers’ statutory rights in any way. Therefore, you cannot impose any restrictions on when customers can return items in accordance with statutory rights. Some restrictions on such returns, however, are permitted by law (eg you can generally require that a customer shows proof that they purchased an item from your business).

Can I charge a return fee?

As the returns process you set out in this Returns Policy will be provided to customers in addition to their statutory rights (see the FAQs above for more information), you can require customers to pay a fee when they return an item under this Policy. You should only impose fees that are fair. You generally cannot charge a returns fee when a customer returns an item in accordance with their statutory rights.

How does this Returns Policy relate to terms and conditions?

Terms and conditions (T&Cs) are sets of standard terms that businesses use to apply to sales with various customers, to clarify aspects of these transactions. Exactly what a set of T&Cs should contain depends on which transactions they apply to. For example, whether they apply to a consumer sale or a business-to-business transaction. T&Cs generally contain some information about a customer’s statutory rights, including rights related to returning items. They may sometimes contain additional information about a business’ additional returns options. Our Terms and conditions templates do not contain detailed information about additional returns options. Creating this Returns Policy is a great way of supplementing your existing terms and conditions with a clearly set out additional option for returning goods. For more information, read Terms and conditions .

MAKE YOUR FREE Returns Policy

Other Names: Goodwill Returns Policy Supplementary Returns Policy Return Policy Return and Refund Policy Returns and Refunds Policy Exchange Policy Return Procedure Refund Procedure Return and Refund Procedure

What is a Returns Policy?

A Returns Policy informs a business’ customers about a way in which they can return items purchased from that business. Returns Policies apply in addition to a customer’s statutory rights and offer an alternative means of returning items.

When should I use a Returns Policy?

Use this Returns Policy:

to set out a clear returns process and rules for following this process
for a business that sells items remotely (eg online) and/or from a physical premises (eg a store)
for sales made to customers (business customers or consumers) within the UK
for businesses based in England, Scotland, or Wales

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RETURNS POLICY

We hope that you enjoy the purchases you make from . However, if you wish to return an item, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

How to Return an Item

As an alternative to the return options provided by your statutory rights, customers may return items purchased from under this Returns Policy in accordance with the following terms:

Returns made under this Returns Policy must be made.
Items to be returned must:
To start the returns process, you should.

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item(s):

Taking into account any discounts that were applied at the time of purchase.

Processing Returns

Once we have received an item you wish to return:

We will check the item you have returned within, wherever possible, day.
If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy:
1. We will let you know that your return has been received and accepted.
2. You will receive a refund via your original payment method, usually within day of a return being accepted.
If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
1. We will let you know why your return has not been accepted.
2. We may offer a reduced refund (e.g. if an item is returned damaged).
3. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).

Exchanges

If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above)

A Customer’s Statutory Rights

The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way - it simply provides our customers with an additional returns option.

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase:

See the Terms and Conditions that cover your purchase. You will have been shown or given these during the purchase process.
You can contact us at to request a copy of the relevant Terms and Conditions, to ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.

About Returns Policies

Learn more about making your Returns Policy

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How to make a Returns Policy
Making your Returns Policy online is simple. Just answer a few questions and Rocket Lawyer will build your document for you. When you have all the information about your business’ returns rules and processes prepared in advance, creating your document is a quick and easy process.

You’ll need the following information:

Business details
- What is the name of the business whose sales the Returns Policy is for?
Which items can be returned and when?
- Under the Returns Policy, can customers return items that they purchased in-person (eg in-store), remotely (eg via your business’ website), or both?
  - If items purchased in-store can be returned, how many days following purchase do customers have to return them?
  - If items purchased remotely can be returned, how many days following delivery do customers have to return them?
How items can be returned
- Can customers return items by posting them, by giving them to a representative of your business (eg in-store), or both?
- How can customers start a return: using your online returns portal, by sending a request via email, by giving or sending back an item with a provided returns slip, or in another way?
  - If using an online returns portal, what is its URL?
  - If via email, which email address should be used?
  - If by sending or giving items with a returns slip, and returns can be made by post:
    - Which address should returns be posted to?
    - Are there any requirements for how they should be posted?
  - If in another way, what is this?
- Which requirements must items meet for customers to return them under this Returns Policy?
- Can customers request an exchange as an alternative to a refund?
Fees and refunds
- Must customers pay a return fee? If so:
  - How much is it? Does this apply per item returned or per order for which a return is made?
  - If exchanges are permitted, does the return fee apply to exchanges?
- Will any shipping costs paid be refunded (if relevant)?
How returns will be processed
- Within how many days will your business check a returned item to ensure it meets all return requirements?
- Within how many days should a refund be received following an approved return?
Terms and conditions
- Are your business’ Terms and conditions documents available online?
  - If so, what is the URL?
- Which email address can customers contact to request more information about their statutory rights and your business’ terms and conditions?
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Common terms in a Returns Policy

Returns Policies set out how customers can make returns under a business’ specific returns procedures. To do this, this Returns Policy template includes the following terms and sections:

How to return an item

The Returns Policy starts by explaining that all of the rules and procedures contained in the Policy apply to the returns option that is supplementary to a customer’s statutory options.

It sets out the time frames within which returns can be made, any requirements for these returns, and details for how a returns process should be started.

Entitlement to a refund

This section states that customers are entitled to refunds for items they return when these returns are successful (eg when they meet any necessary requirements).

Any deductions that will be taken from refunds are also set out. For example, for return fees, discounts, or shipping costs.

Processing returns

Next, the Policy explains how your business processes all returns that it receives in accordance with this Policy. For example, the timeframe within which returns will, where possible, be checked.

This section then specifies when refunds or exchanges are sent or given and what happens if a return is not accepted.

Exchanges

This section explains what happens if a customer wishes to return an item and exchange it for a different one (eg the same product in a different size or colour). Either, customers will be told to return an item as usual and then make a new purchase, or they will be told to specify that they would like to exchange their item during the returns process and that this will be accommodated where possible.

A customer’s statutory rights

This final paragraph clarifies that the Returns Policy is not limiting customers’ statutory rights in any way. It then provides information about customer rights and your business’ terms and conditions.

If you want your Returns Policy to include further or more detailed provisions, you can edit your document. However, if you do this, you may want a lawyer to review the document for you (or to make the changes for you) to make sure that your modified Returns Policy complies with all relevant laws and meets your specific needs. Use Rocket Lawyer’s Ask a lawyer service for assistance.

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Legal tips for businesses
Make comprehensive terms and conditions

When a business sells something to a customer, they usually must provide the customer with certain information. For example, information about the business and about a customer’s right to cancel an order (if applicable).

This Returns Policy does not provide most of the information needed to fulfil these requirements. Making comprehensive terms and conditions can help you to meet the requirements. You can use our Terms and conditions documents to do this.

For more information, read Terms and conditions, Online business regulations, E-commerce between businesses, and Doing business with consumers.

Communicate with your customers

Creating a Returns Policy is a great way to let your customers know that your business genuinely wants them to be happy with the purchases they make. Another way of building positive customer relationships is by providing information on returns, shipping, and any other relevant rights via confirmation emails.

Understand when to seek advice from a lawyer

In some circumstances, it’s good practice to Ask a lawyer for advice to ensure that you’re complying with the law and that you are well protected from risks. You should consider asking for advice if:
- you need a Returns Policy that covers international returns
- you want a Returns Policy that specifically applies to gift returns (eg by setting out how gift exchange notes can be used)
- this Returns Policy doesn’t meet your needs
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Returns Policy FAQs

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What is included in a Returns Policy?
This Returns Policy template covers:
- timeframes within which returns made under the Returns Policy should be made
- how returns can be started
- requirements that must be met for an item to be returned
- the entitlement to a refund and any deductions that will be made (eg of a returns fee)
- how a return will be processed
- whether an exchange can be requested and, if so, how exchanges are dealt with
- a reminder that the Returns Policy does not in any way diminish a customer’s statutory rights to return items in certain situations
- information on the business’ relevant Terms and conditions documents
Why do I need a Returns Policy?

A business does not have to have a Returns Policy in place. In the absence of one, a customer’s statutory rights to make returns in certain circumstances will still apply (eg if an item is faulty).

However, creating a supplementary Returns Policy can confer many business advantages. For example, it can increase trust in and positive perceptions of your brand, make customers more comfortable purchasing from your business, and can avoid dissatisfied customers having to keep items that aren’t quite right for them.

Making a Returns Policy helps you to obtain these benefits whilst clearly communicating the rules and procedures that customers should follow if they want to make returns under the additional returns route set out in your Policy.
Can I require that customers only return items using this Returns Policy?
This Returns Policy can be used to create a returns process that customers can use as an alternative to any returns options available to them under the law (ie those available in accordance with their statutory rights). Whatever your Returns Policy says, customers will always still have the statutory return rights available to them that they otherwise would.

Exactly which statutory return rights apply to a customer depends on multiple factors, such as whether they’re a consumer or a business customer, and whether they purchased remotely or in-person. Return rights that may be applicable include:
- the right to return items that aren’t of satisfactory quality
- the right to return items that aren’t fit for purpose, and
- the right to cancel a purchase within 14 days without needing to provide a reason
The rules and processes that you set out in your Returns Policy must not attempt or purport to limit customers’ statutory rights in any way. This Returns Policy is written to help you do this - but be careful when adding your business’ information to the Policy, to ensure that you do not attempt to limit customers’ statutory rights (eg by saying something like ‘no returns at all can be made after 30 days’).

For more information, read Returning and refunding items and Consumer rights.

If you’re unsure if your returns policies and practices are legally compliant, you can Ask a lawyer for help.
Can I set requirements for when customers can return items?

As the returns process you set out in this Returns Policy will be provided to consumers in addition to their statutory rights (see the FAQ above for more information), you can impose restrictions on when returns can be made under this Policy. For example, you may specify that items can only be returned if they’re unopened or in perfect condition. You should only impose restrictions that are fair.

Remember that you cannot limit customers’ statutory rights in any way. Therefore, you cannot impose any restrictions on when customers can return items in accordance with statutory rights. Some restrictions on such returns, however, are permitted by law (eg you can generally require that a customer shows proof that they purchased an item from your business).
Can I charge a return fee?

As the returns process you set out in this Returns Policy will be provided to customers in addition to their statutory rights (see the FAQs above for more information), you can require customers to pay a fee when they return an item under this Policy. You should only impose fees that are fair.

You generally cannot charge a returns fee when a customer returns an item in accordance with their statutory rights.
How does this Returns Policy relate to terms and conditions?

Terms and conditions (T&Cs) are sets of standard terms that businesses use to apply to sales with various customers, to clarify aspects of these transactions. Exactly what a set of T&Cs should contain depends on which transactions they apply to. For example, whether they apply to a consumer sale or a business-to-business transaction.

T&Cs generally contain some information about a customer’s statutory rights, including rights related to returning items. They may sometimes contain additional information about a business’ additional returns options. Our Terms and conditions templates do not contain detailed information about additional returns options. Creating this Returns Policy is a great way of supplementing your existing terms and conditions with a clearly set out additional option for returning goods.

For more information, read Terms and conditions.

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Make your document

Create your document by following Rocket Lawyer’s step by step interview process. If you need to edit your answers after creating your document, you can return to the interview to do so. Get started now!
Check that your Returns Policy is suitable

Read the document to make sure it meets your needs and that you’ve provided all of the necessary information about how customers can return items. Ask a lawyer for advice if you have any questions.
Publish your Policy

Make the Returns Policy available to your customers. You could, for example, publish it on your website, attach it to purchase confirmation emails, or hand a copy of it to customers along with applicable terms and conditions of purchase.
Store your document

A copy of your Returns Policy will be stored automatically in your Rocket Lawyer account ‘Dashboard’. You should also download and securely store a copy of your Returns Policy for your records and keep records of any changes to the Policy.
Important details
- Make sure that your business follows the rules and procedures set out in your Returns Policy. For example, by complying with consumer rights laws.
- Ways of making your Returns Policy available to customers include publishing it on your website, attaching it to purchase confirmation emails, and handing copies of it to customers alongside terms and conditions documents.
- If you amend your Policy, keep a copy of each version that has been in force and records of how and when each version was made available to customers.

What we'll cover

What is a Returns Policy?

When should I use a Returns Policy?

RETURNS POLICY

How to Return an Item

Entitlement to a Refund

Processing Returns

Exchanges

A Customer’s Statutory Rights

About Returns Policies

Learn more about making your Returns Policy

How to make a Returns Policy

Common terms in a Returns Policy

Legal tips for businesses

Returns Policy FAQs

What is included in a Returns Policy?

Why do I need a Returns Policy?

Can I require that customers only return items using this Returns Policy?

Can I set requirements for when customers can return items?

Can I charge a return fee?

How does this Returns Policy relate to terms and conditions?

Our quality guarantee

Need help? No problem!

Returns Policy checklist

Complete your Rent Repayment Plan with our Make it Legal™ checklist

Make your document

Check that your Returns Policy is suitable

Publish your Policy

Store your document

Important details

Build your document

Save now, finish later

Download, print & share

Related documents

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Terms and Conditions

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Privacy Policy

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Legal sources

This Returns Policy is governed by the laws of England, Wales, and Scotland. Find some of the key sources and laws relevant to your Returns Policy below: