[Starting draft. Replace everything in square brackets, check it against the countries you actually sell to, and delete this paragraph before you launch. It is a template, not legal advice.]

Last updated: [date]

Changing your mind

If you are a consumer in the EU or the UK, you have 14 days from the day you receive your order to tell us you are cancelling it, without giving a reason. You then have another 14 days to send the goods back. This is your legal right and sits alongside everything else on this page.

Outside the EU and the UK, our own returns window below is what applies.

Our returns window

You may return most items within [30] days of delivery if they are unused, in a resaleable condition, and in their original packaging, with proof of purchase.

What cannot be returned

Goods made to your specification or personalised; goods that spoil quickly; sealed goods that are not suitable for return for health or hygiene reasons once opened; and [anything else you do not take back]. Faulty goods can always be returned, whatever is in this list.

How to start a return

Email [hello@example.com] with your order number and what you would like to do. We will reply with the address and, where we are paying for it, a label. Please do not send anything back before you hear from us.

Who pays the postage

You pay to return something you simply changed your mind about. We pay when the item is faulty, damaged, or not what you ordered. [Say here if you pay for all returns, which is worth saying loudly if you do.]

Your refund

We refund to the payment method you used, within [14] days of receiving the goods back or of your proof that you sent them, whichever is sooner. The refund includes the standard delivery you paid on the way out, but not the extra cost of a faster delivery you chose. If the goods have been handled more than you could have handled them in a shop, we may reduce the refund to reflect what that cost them in value.

Exchanges

[We exchange for a different size or colour within the same window, subject to stock / We do not exchange, please return for a refund and place a new order.]

If something arrives faulty or damaged

Tell us within [a reasonable time] and send a photograph. Goods must match their description, be of satisfactory quality and be fit for purpose, and where they are not we will repair, replace or refund. Consumers in the EU have a legal guarantee of at least two years from delivery, and consumers in the UK have the same protection under the Consumer Rights Act 2015, including the right to reject faulty goods within 30 days. We pay the return postage on anything faulty.