Last updated: 2026-09-01
This policy applies to purchases made through [Website URL].
1. Right to Cancel
If you are a consumer in the United Kingdom, European Union or European Economic Area, you generally have the right to cancel an online purchase without giving a reason.
You must notify us within 14 calendar days from the day on which you, or a person nominated by you, receives the goods.
For an order containing multiple items delivered separately, the period begins when the final item is received.
To exercise this right, email [Returns Email] with:
- Your name;
- Order number;
- Product being returned;
- Date the product was received; and
- A clear statement that you wish to cancel the purchase.
You may also use the model withdrawal form at the bottom of this policy.
2. Returning the Goods
After notifying us, you must send the goods back within 14 calendar days.
Please contact us before shipping a return. We will provide the correct return address and instructions.
Unless the goods are faulty, damaged, incorrect, or we have agreed otherwise, you are responsible for the direct cost of returning the goods.
We recommend using a tracked shipping service. You are responsible for the goods until they are delivered to the approved return address.
3. Condition of Returned Goods
You may inspect and handle a product only as reasonably necessary to determine its nature, characteristics and function, in the same way that you could inspect it in a physical shop.
We may make a lawful deduction from the refund if the product’s value has been reduced because it was handled beyond what was reasonably necessary.
Where possible, return the product with its original packaging, accessories, manuals and included items. Missing packaging alone will not remove statutory rights.
4. Refunds
If you validly cancel the entire order, we will refund:
- The product price paid; and
- The cost of our least expensive standard delivery option.
Additional charges for express or premium delivery are not refundable beyond the cost of standard delivery.
Refunds will be issued to the original payment method. We may withhold the refund until we receive the returned goods or receive evidence that they have been sent, whichever occurs first.
We will process the refund without undue delay and no later than 14 days after the applicable refund conditions have been met. Banks and payment providers may require additional processing time.
5. Faulty, Damaged or Incorrect Goods
If an item arrives faulty, damaged, incorrect or materially different from its description, contact us promptly at [Support Email].
Please provide:
- Your order number;
- A description of the problem; and
- Photographs or video where reasonably possible.
We will assess the issue and provide an appropriate legal remedy, which may include repair, replacement, price reduction or refund.
We will cover reasonable return costs for confirmed faulty, damaged or incorrect goods. This policy does not limit any statutory guarantee or complaint rights.
6. Exceptions
The statutory cancellation right may not apply to:
- Goods made to your specifications or clearly personalised;
- Goods that deteriorate or expire rapidly;
- Sealed goods that are unsuitable for return for health or hygiene reasons once unsealed;
- Sealed audio, video or software products once unsealed;
- Digital content supplied immediately after the customer expressly consented to performance and acknowledged the loss of the cancellation right; and
- Other goods or services excluded under applicable law.
An exception does not remove your rights where a product is faulty, damaged or not as described.
7. Exchanges
We do not guarantee direct exchanges.
If you want a different product, size or colour, contact us at [Support Email]. Depending on availability, we may arrange an exchange or ask you to return the original product and place a new order.
8. Unauthorised Returns
Products sent to an address other than the approved return address may be delayed, refused or lost.
Always contact us before returning an item. Do not send returns to a manufacturer, supplier or address shown on the parcel unless we expressly instruct you to do so.
9. Contact
Email: [Returns Email]
Return address: [Full Return Address]
Company: [Legal Company Name]
Model Withdrawal Form
Complete and send this form only if you wish to withdraw from the contract:
To:
[Legal Company Name, Return Address and Email]I hereby give notice that I withdraw from my contract for the sale of the following goods:
[Product description]Order number:
[Order Number]
Ordered on:[Date]
Received on:[Date]
Consumer’s name:[Name]
Consumer’s address:[Address]
Signature:[Only required if submitted on paper]
Date:[Date]