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This document is a returns policy which can be used by a business in the United Kingdom which sells goods to a consumer in stores, online or both. The document will set out the process for returning an item where:
A consumer has certain rights available to them if they purchase an item and that item does not meet the standards as required under the Consumer Rights Act 2015. The available remedies will depend upon how long the consumer has had the goods in their possession when they raise the matter with the business. In summary:
If the goods are still faulty following the repair or replacement, the general rules say that a consumer can ask for a further repair or replacement or:
When a consumer changes their mind
Different rules apply when a consumer changes their mind after they make a purchase. In most cases, a customer has the right to cancel within a certain period if they change their mind after making an online purchase, but no such right exists for purchases made in stores. However, many businesses will choose to offer what is known as a 'goodwill' returns policy, which will provide for a certain period of time for a customer to return an item which they have purchased in a shop if they change their mind.
Holding a returns policy
It is not obligatory to hold a returns policy but many businesses may wish to do so in order to:
How to use this document
This document should be completed with all the relevant information. The business should refer to its complaints policy so that customers know to refer to this should they wish to raise a complaint about the handling of their return. The business may wish to refer to its returns policy in its full terms and conditions of sale.
Once the document has been finalised, it should be displayed in a clear and accessible place for consumers. For online sales, this should be marked clearly on the website and for in-store sales this should be displayed in stores.
The business should then adhere to the returns policy when processing customer returns. Where a consumer is concerned that the business has failed to adhere to the Consumer Rights Act 2015 or its returns policy, they may:
The main pieces of legislation which govern consumer rights are:
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