Consumer Returns Policy Guidance (England, Scotland and Wales)

This guidance is for businesses selling to consumers, excluding B2B. Consumers have rights for faulty or misdescribed goods under the Consumer Rights Act 2015 (CRA). Retailers can enhance but not limit these rights in their return policies. For retail shop sales, no automatic right to return exists for unwanted goods, but businesses can set reasonable conditions for returns. Misleading statements about returns are void under the DMCCA. Additional rights apply for distance and off-premises sales, including a right to cancel usually within 14 days. Businesses cannot limit liability or mislead consumers regarding their rights. A guarantee can be offered but must not affect statutory rights.

This guidance is for businesses selling to consumers. It does not apply to businesses that sell only to other businesses (B2B). Consumers have statutory rights where goods are faulty or not as described. Retailers’ returns policies can add to, but cannot reduce, these rights.

If a business sells at a distance (e.g. online or by mail order) or off-premises (e.g. in customers’ homes), consumers have additional rights that must be reflected in the business’s terms. This guidance has separate sections for retail shop sales and distance/off-premises sales.

Retail Shop Sales

Do businesses have to accept returns?

Under the Consumer Rights Act 2015 (CRA), consumers are entitled to a refund, repair, replacement and/or compensation if goods are faulty, not as described, or if the seller had no right to sell them.

In other cases (e.g. change of mind, wrong size, or unwanted gift), there is no automatic legal right to return the goods.

What can a business say in its returns policy?

A business does not need a returns policy unless it offers more than the legal minimum. Where a business offers extra rights, it may set reasonable conditions such as:

• Producing the original receipt
• Goods returned unused and in original packaging
• Returns within a deadline (e.g. 14 days)
• Exchange or credit note instead of refund

These conditions cannot apply where the consumer has a legal right to return the goods. Any policy or guarantee must not mislead consumers about their legal rights. It is good practice to state: “This policy is offered in addition to your legal rights.”

Example acceptable returns policy:

Customer legal rights

When a customer buys goods from a business, a customer have rights under the Consumer Rights Act 2015, including the right to a refund, repair, replacement and/or compensation where goods are faulty or misdescribed.

Our policy

In addition to customer’s legal rights, the shop allow returns if the buyer change’s his mind. Please return unused goods with the original till receipt within 14 days for an exchange or credit note.

Can a business limit its liability to a customer?

Consumers’ legal rights cannot be excluded or restricted. Any attempt to do so is void and unenforceable.

Under the Digital Markets, Competition and Consumers Act 2024 (DMCCA), it is a criminal offence to mislead consumers about their rights.

Misleading statements include:

• No refunds given
• Goods can only be exchanged
• Only credit notes will be given against faulty goods
• Sold as seen
• No refunds except where goods are faulty

Adding “Your statutory rights are unaffected” does not make misleading statements lawful, as contradictory information is still likely to mislead consumers.

Consumer guarantees

If a business provides a guarantee free of charge, it must clearly state:

• Name and address of the guarantor
• Contents of the guarantee (what is covered, countries, what will be done)
• Duration
• How to make a claim
• That the consumer’s statutory rights are not affected

The guarantee cannot limit statutory rights. Consumers can request a written copy (which must be in English if offered in the UK).

Distance Sales and Off-Premises Sales

Do businesses have to accept returns?

The same CRA rights apply for faulty or misdescribed goods. Consumers also have additional rights to cancel and return unwanted goods (usually within 14 days) – see guidance on distance and off-premises contracts.

What can a business say in its returns policy?

The policy must clearly reflect all additional legal rights. It should include:

A summary of rights for faulty or misdescribed goods

• The right to cancel without reason (usually within 14 days) – the business may use the model cancellation form
• Who pays return costs (the business must pay if this is not clearly stated before the order)
• Any extra rights the business wishes to offer (e.g. a longer cancellation period)

Can a business limit its liability?

The same rules apply as for retail shop sales. A business cannot exclude or restrict statutory rights, and misleading consumers about their rights is a criminal offence under the DMCCA. The same examples of misleading statements apply (including charging a restocking fee on faulty goods).