E-commerce and off-premises selling offers many advantages, but it also entails certain obligations under EU rules.
When shopping online, consumers have the right to a cooling-off period of 14 calendar days where they can withdraw from the contract and return their purchases to you without giving any reason.
Usually consumers have to pay the return shipping costs, but this is something you must inform them about before the purchase.
Some purchases are not covered by the cooling-off period, for example:
This article is a part of our series on compliance for eCommerce websites. Read also:
If you sell online, a return and refund policy is a must-have: most countries industry regulations require stores (even digital ones) to have an agreement to inform users about their policy on returns and refunds.
Without a return and refund policy:
Also, customers are unlikely to trust an eCommerce that doesn’t offer an easy way to return purchases that don’t fit, arrive damaged or simply aren’t what they expected.
That’s why you need to add a return and refund policy to your website. Just remember to:
Your return and refund policy should include at least the following sections:
Make sure that your return and refund policy is not only clear and concise but also easy to find on your website, so that customers see it before they buy.
A few key places to list this policy include:
Please note that you could add the return and refund policy in your Terms and Conditions rather than having a separate agreement.
The document below is an example of Terms and Conditions created with iubenda Terms and Conditions Generator.
Click on the button to open the document and scroll to “Right of withdrawal” (under “User rights”) for a sample return and refund policy:Terms and Conditions
With our Terms and Conditions Generator you can – among other things – inform customers about your policies regarding returns and refunds.
Our solution lets you to easily generate and manage Terms and Conditions that are professional, customizable from over 100 clauses, drafted by an international legal team, available in 9 languages, and up to date with the main international legislations.
See it in action:
It comes with:
The solution is optimized for everything from eCommerce (including affiliate programs), blogs, and apps, to complex scenarios like marketplace and SaaS. Getting started is easy: simply create a free account, activate the Terms and Conditions within the dashboard (requires 1 Ultra license) and start generating.
The solution to draft, update and maintain your Terms and Conditions. Optimised for eCommerce, marketplace, SaaS, apps & more.