Returns policy

1. Introduction

1.1 We understand that from time to time you may wish to return a product to us.

1.2 We have created this policy to enable you to return products to us in appropriate circumstances.

1.3 This policy shall apply to all of our customers, irrespective of their geographical location.

1.4 This policy shall apply to all orders submitted through our website.

1.5 This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).

2. Returns

2.1 If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:

(a) we receive the returned product within 14 days following the date of dispatch of the product to you;

(b) the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to sell the product as new.

(c) you comply with the procedure set out in this policy in relation to the return of the product; and

(d) none of the exclusions set out in this policy apply.

3. Returns procedure

3.1 In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.

3.2 Products returned under this policy must be sent by Royal Mail Signed For delivery to (address on delivery box)

3.3 You will be responsible for paying postage costs associated with returns under this policy.

4. Exclusions

4.1 The following types of product may not be returned under this policy:

(a) food, drink and any other products liable to deteriorate within the period of 3 months following dispatch;

(b) DVDs, CDs and other audio or video or audio-visual recordings;

(c) computer software (whether on CD-ROM, DVD-ROM or otherwise);

(d) newspapers, periodicals, magazines or similar products;

(e) toiletries and cosmetics;

(f) any product made to your specification;

(g) any product made to order;

(h) gift vouchers.

5. Refunds

5.1 We will give you a refund for the price you paid to us in respect of any product properly returned by you in accordance with this policy.

5.2 We will not refund to you the original delivery charges relating to the returned product.

5.3 We will not refund to you any costs you incur in returning the product to us.

5.4 We will usually refund any money received from you using the same method originally used by you to pay for your purchase.

5.5 We will process the refund due to you as soon as possible and, in any event, within 14 days following the day we receive your returned product.

6. Improper returns

6.1 If you return a product in contravention of this policy, and you do not have any other legal right to a refund or exchange in respect of that product:

(a) we will not refund the purchase price or exchange the product;

(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and

(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

7. Our details

7.1 This website is owned and operated by Damian Cakala.

7.2 Our principal place of business is at 243a carr road UB54RL London.

7.3 You can contact us:

(a) by post, to the postal address given above;

(b) using our website contact form;

(c) by telephone, on the contact number published on our website; or

(d) by email, using the email address published on our website.





Returns policy: drafting notes

This returns policy template gives customers the right to return products in those cases where a right of return is not mandated by law. Using the returns policy template, the seller can define the precise circumstances in which products may be returned and the procedure to be followed by customers when doing so. The policy can be used in relation to B2B and B2C sales.

Why should a seller offer rights to customers going beyond those mandated by law? The most obvious reason is that a generous returns policy may build trust, increasing shopper confidence and therefore sales. In addition, a policy that clearly defines customers’ rights will reduce the scope for disputes with customers.

When editing this template returns policy, you will need to decide whether the right to return products applies to all customers, or only a subset. For instance, does it apply only to customers situated in your home jurisdiction? Does it apply to all categories of product?

You will also need to decide the conditions that apply to returns. How long to customers have to return products following purchase? Must the product be in its original, unopened packaging?

If a customer returns a product in accordance with the policy, the customer is entitled to a refund. The refund may or may not include the original delivery charges. Conversely, the returns policy template makes it clear that products returned otherwise than in accordance with the policy will not result in a refund.

To be clear: this template covers discretionary return rights, not those mandated by law. For instance, it does not cover rights to return under the European distance selling rules (in the U.K., these rules are set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). Our terms and conditions of sale templates include provisions covering mandatory return rights.

Section 1: Introduction

Section 1.3

Optional element. Do you wish to specify which customer locations this document applies to?

  • Which categories of customer benefit from the rights set out in this document?

Section 1.4

Optional element. Do you wish to specify which types of order the document applies to?

  • To which orders does the document apply?

Section 1.5

Optional element. Will this document apply to any contracts with consumers (B2C transactions)?

Section 2: Returns

Section 2.1

  • What is the length of the period during which returns are permitted (in days)?

  • When does the returns period begin to run?

  • What condition must returned products be in?

Section 3: Returns procedure

Section 3.1

  • Describe the procedure that must be followed when returning a product.

Section 3.2

  • What postage/delivery method should be used for returns under this document?

  • To what address should products be returned?

Section 3.3

  • Who will be responsible for paying the costs associated with the return of a product (typically, postage costs)?

Section 4: Exclusions

Optional element.

Section 4.1

  • Which categories of products should be specifically excluded from the right of return?

  • In respect of products that are liable to deteriorate, what period applies?

Section 5: Refunds

Section 5.2

  • Will original delivery charges be excluded from the refund