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Return policy template for the EU and UK

Return policy template

E-commerce and distance selling offer many advantages, but they also entail certain obligations under EU and UK rules. We’ll show you a sample return policy for e-commerce stores, so you could generate your own return and refund policy.

Returns and refunds in the EU and UK

Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. Here are the rules:

  • You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. They don’t have to give any reason.
  • Customers have another 14 days to return the goods once they’ve told you.
  • You must refund the customer within 14 days of receiving the goods back.

Return shipping costs

Usually, EU consumers have to pay for the return shipping costs, but this is something you must inform them about before the purchase.

In the UK, return shipping costs are borne by consumers, unless sellers have stated otherwise. Furthermore, you must take back at your own expense the goods that, by their nature, cannot normally be returned by post. It’s always useful to examine a return policy template for UK to know how to create your own.

When you don’t have to offer a refund

Some purchases are not covered by the right to cancel, for example:

  • perishable goods
  • personalised items and custom-made items
  • services that have been fully performed
  • newspapers and magazines
  • culture and sport events
  • trips and accomodations

Why you need a return policy

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.

You’re required to provide this information to your customers. Failure to do so expands the right of withdrawal from 14 days to 1 year and 14 days. Also, you’ll have to pay the return shipping costs for EU customers.

That’s why you need to add a return and refund policy to your website: continue reading, and we’ll show you a return policy example, but also read this for more information.

What to include in a return policy

Your return and refund policy should include at least the following sections:

  • returns – Inform users how many days they have to return the product and in which conditions (i.e. same package)
  • refunds – Inform users how will they receive the refund for the product
  • shipping – Inform users who will pay for shipping.

Here you can find additional information.

Where to put a return policy

Make sure that your return and refund policy is easy to find on your website so that customers see it before they buy. A few key places to list this policy include:

  • Your website footer
  • FAQ page
  • Product page
  • Cart
  • Checkout

Please note that you could add the return policy in your Terms and Conditions rather than having a separate agreement.

Return policy template

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 return policy example:

Terms and Conditions

How iubenda can help you generate a return policy for your eCommerce store

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 10 languages, and up to date with the main international legislations.

It comes with:

  • guided set-up;
  • hundreds of possible personalizations;
  • legislation monitoring;
  • plug-and-go integrations for popular store platforms such as Shopify and WooCommerce;
  • pre-defined scenarios: buildable text modules for marketplace, affiliate programs, copyright, eCommerce, mobile, and more.

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.

Generate a return and refund policy for your eCommerce store

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The solution to draft, update and maintain your Terms and Conditions. Optimised for eCommerce, marketplace, SaaS, apps & more.


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