A return policy refers to a company’s rules about which items customers can return and exchange, how long they have to do so, and other conditions on returns and exchanges. Online retailers are legally required to accept returns under the UK Consumer Rights Act 2015 if an item was faulty or not as described or the retailer was not legally allowed to sell the product. This means that in cases where, for example, an item of clothing doesn’t fit or a customer simply changed their mind, a company has the right to decide whether they want to accept returns.
The exception to this rule are orders placed online, via mail, or telephone. Customers who purchase items this way may cancel their orders within 14 days of receiving their goods without reason. Sellers must refund customers within 14 days of receiving the returned goods.
In case an item turns out to be faulty later on, you may need to replace or repair it within 6 months unless you can prove it was not faulty when you sold it. Customers have a right to make a claim up to 6 years after purchase.
Whatever return policy you decide on should be clearly posted on your website. This help to avoid confusion and ensures you are on the safe side of the law.
Furthermore, a customer’s experience making returns has a big impact on whether they decide to shop with you again. Returns are a big part of the reality of online shopping – a customer might order an item in multiple sizes in order to try them on at home and see how they fit, or might receive an item only to realise that it doesn’t look the way they thought it would based on the product images. In these cases, you’ll want to make the experience as smooth as possible.