| Guvnor

When a customer cancels an order for goods, refund what they paid, including the cost of standard delivery, without undue delay. The deadline is 14 days after you get the goods back, or after the customer shows they have sent them, if that is earlier. Use the same payment method they used, unless they agree otherwise, and do not charge a fee for the refund.

Refunds for faulty goods follow the Consumer Rights Act 2015 instead, so train anyone who handles returns on both.

Refund obligations

What you must refund and when.

When a consumer exercises their 14-day cancellation right, the trader has strict obligations for processing the refund under the Consumer Contracts Regulations 2013.

Refund deadline (goods): Within 14 days of receiving the returned goods back, or evidence consumer has sent them
Refund deadline (services/digital): Within 14 days of being informed of the cancellation
Must refund: Full purchase price PLUS original standard delivery cost
Delivery cost refund: Only standard delivery rate - not premium or express delivery upgrades
Refund method: Same payment method as original purchase, unless consumer expressly agrees otherwise
No refund fees: Trader CANNOT charge any fee for processing the refund
No restocking fees: Illegal under the regulations - cannot charge
Deduction for handling: Trader can deduct for diminished value if consumer handled goods beyond what is necessary to check them, but only if the trader gave the required cancellation-right information
Withholding refund: Trader may withhold refund for goods until goods are received or consumer provides evidence of return
Consumer return deadline: Consumer must send goods back within 14 days of cancellation notification
Consumer return costs: Consumer pays return postage ONLY if trader informed them of this before purchase

Handle consumer complaints about faulty goods

Handling faulty goods complaints using the tiered remedies.

Set up your refund process

Handle consumer complaints about faulty goods