DRAFT — not legal advice. The [RETURN WINDOW] and who pays return postage are commercial decisions you must make before launch. Do not advertise a return window anywhere on the site until this page states one.
Last updated: [DATE].
Returns
You may request a return within [RETURN WINDOW — e.g. 30 days] of your order being delivered. To be eligible, the item must be unused, in the condition you received it, and in its original packaging.
To start a return, email [SUPPORT EMAIL] with your order number and a photograph of the item. Do not send anything back before we reply — returns sent without a return authorisation cannot be processed or refunded.
Who pays return postage
[CHOOSE ONE: "We pay return postage and will send you a prepaid label." / "Return postage is paid by the customer, except where the item arrived damaged, faulty or incorrect."]
Damaged, faulty or incorrect items
If your item arrives damaged, faulty or is not what you ordered, contact us within [e.g. 14 days] of delivery with photographs. We will replace it or refund it in full, including postage. You will not be asked to pay return costs in these cases.
Refunds
Once your return is received and inspected we will email you to confirm the outcome. Approved refunds are issued to your original payment method within [e.g. 5–10 business days]. Depending on your bank or card issuer it may take a further billing cycle to appear.
Original shipping charges are [refundable / non-refundable].
Cancellations
Orders can be cancelled for a full refund at any time before they are dispatched. Once an order has shipped it must be handled as a return.
Items we cannot accept back
- Items returned without a return authorisation.
- Items damaged after delivery through misuse.
- Gift cards.
Contact
[LEGAL BUSINESS NAME]
[RETURNS ADDRESS]
[SUPPORT EMAIL]