1. A 14-day change-of-mind window
The proposed voluntary policy lets you notify the seller within 14 calendar days after delivery that you wish to return eligible goods, including business purchases unless a lawful exception was expressly agreed before ordering. After notifying, send the goods back within a further 14 days or agree a collection in that period. Consumers do not need to give a reason when exercising an applicable statutory withdrawal right. This window does not limit claims for faulty, incorrect or misdescribed goods.
2. A straightforward request, without an account
Use the seller’s verified contact on your quote or invoice. Give your order reference, the goods concerned and whether you are cancelling or reporting a problem. Photos of damage or shortages help where reasonably available, but are not an automatic condition of statutory rights. Ask for the correct return address and safe transport instructions. An internal reference or approval process must not prevent a consumer exercising a valid cancellation right. Do not send goods to a catalog partner’s address without confirmation.
3. Return condition and lawful exceptions
Keep goods together and package them safely, using original packaging where practical. Reasonable inspection is permitted; original outer packaging is not an absolute requirement for consumer rights. For voluntary business change-of-mind returns, goods must remain substantially in their delivered condition and not be resold, altered or used beyond inspection. A lawful consumer deduction may reflect proven handling beyond what is necessary to inspect, not a flat penalty. Legally applicable exceptions such as opened hygiene seals, genuinely personalised goods or perishables must be disclosed before purchase; they do not remove defect rights.
4. Who pays return transport?
For an eligible change-of-mind return, the buyer pays the actual return transport cost, disclosed before ordering. For pallet or truckload consumer orders that cannot normally be returned by post, provide a reasonable return-cost estimate before purchase; where the law places the cost on the seller, the seller pays it. For verified faulty, incorrect or materially misdescribed goods, the proposed policy is seller-funded suitable return transport or collection. Do not book an expensive service without coordinating a safe option. No automatic restocking or return-administration fee is proposed.
5. Refunds and original delivery costs
The proposed refund deadline is within 14 days of receiving returned goods. For statutory consumer withdrawal, refund within 14 days of cancellation notice, with lawful withholding only until goods are received or evidence of return is supplied, whichever comes first. Refund to the original payment method without a refund fee. An eligible consumer cancellation includes standard outbound delivery, not an optional express upgrade. For voluntary business change-of-mind returns, original agreed outbound delivery is not refundable unless agreed otherwise. Seller-error refunds include reasonable applicable delivery costs. Partial returns must be assessed fairly against the actual affected goods.
6. Faults, shortages and goods not as described
Report a problem as soon as practical and keep the invoice, agreed manifest and available photographs. There is no blanket 24- or 48-hour deadline that removes statutory rights. Assess the goods against the written agreement, including specifically disclosed and accepted condition. Depending on applicable law and the situation, a suitable remedy may be repair, replacement, an agreed price reduction or refund. The 14-day change-of-mind period is not a limit on legal defect remedies; consumer rights may last substantially longer. Clearance prices and an “untested” label do not waive mandatory rights.
7. Safe returns and preserved legal rights
Do not ship damaged batteries, leaking products or other unsafe goods without suitable instructions; an alternative remedy may be appropriate. The seller must provide a verified contact and return address before accepting sales. A return request is not yet available through this storefront. Mandatory protections in the buyer’s applicable jurisdiction take priority over this draft, including consumer withdrawal and conformity rights. Have the final UK/EU business and consumer terms checked before adopting them.