A neutral-form refund policy for a website or app selling to consumers, adapted for the Consumer Rights Act 2015 and the 14-day cancellation right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Drafted for businesses in England & Wales.
How to use this template, read this first - Replace every
[SQUARE-BRACKET]field before use, and tailor it to what you sell (goods, services or digital content). - This sets out the minimum legal rights of consumers. You cannot contract out of these rights, a refund policy can be more generous, but not less. - This policy is for consumer (B2C) sales. Business-to-business sales are governed by your contract and different rules.
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Refund and Cancellation Policy
Last updated: [DATE]
1. Your statutory rights (these always apply)
Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 and other consumer law.
2. Faulty or misdescribed goods
If goods are faulty, not as described, or not fit for purpose, you are entitled to:
- a 30-day right to reject for a full refund (the "short-term right to reject");
- after 30 days, usually one repair or replacement, and if that fails, a price reduction or refund.
3. Faulty services
If a service is not carried out with reasonable care and skill, you are entitled to have it put right, or to a price reduction if it cannot be.
4. Faulty digital content
If digital content is faulty, you are entitled to a repair or replacement, and if that is not possible, a price reduction or refund.
5. Your 14-day right to cancel (online/distance and off-premises sales)
For most purchases made online, by phone or off our premises, you may cancel within 14 days for any reason, under the Consumer Contracts Regulations 2013:
- The 14-day period runs from the day you (or someone you nominate) receive the goods (or, for services and digital content not on a tangible medium, from the day the contract is made). For services: if you ask us to start the service within the 14-day period, you may have to pay for the proportion of the service supplied before cancellation; and if the service is fully performed within the 14 days (after you gave the required consent and acknowledgement), the right to cancel is lost. For digital content not supplied on a tangible medium: the right to cancel is lost once supply begins after you have expressly consented and acknowledged that the cancellation right will be lost.
- To cancel, tell us clearly within the 14 days (e.g. by email to [EMAIL] or using the model cancellation form).
- After cancelling, you have a further 14 days to return the goods. You are responsible for [return postage, unless stated otherwise].
- We will refund you within 14 days of getting the goods back (or proof of return). We may reduce the refund to reflect any handling beyond what is necessary to inspect the goods.
Exceptions to the 14-day right
The 14-day cancellation right does not apply to certain items, including: [bespoke/personalised goods; sealed goods unsealed for hygiene reasons; perishable goods; digital content you have begun downloading/streaming after giving your express prior consent and acknowledging that the right to cancel would be lost; and services that have been fully performed within the 14-day period where you requested the service begin within that period and acknowledged that the right to cancel would be lost once the service was fully performed]. [Adjust to your products.]
6. How to claim a refund
Contact us at [EMAIL / ADDRESS] with your order number. Refunds are made to your original payment method.
7. Contact
[BUSINESS NAME], [ADDRESS], [EMAIL].
--- This template is a starting point and not legal advice. Consumer rights are set by law and cannot be reduced, have a qualified solicitor review and adapt it to your products before publishing. Governing law: England & Wales.