Cancellation and Return Terms and Conditions
Distance Selling Regulations mandate that all e-commerce businesses have clear cancellation and returns policies. Outlining the necessity to inform the consumer of their right to cancel, DSRs are in place to offer legal protection to consumers engaged in long-distance business relationships.
Because an electronic transaction does not give the consumer the ability to inspect the goods they are purchasing or benefit from a face-to-face description of services, DSRs heavily favour the rights of the consumer to return goods or disengage electronic contracts.
Here are the key points on Cancellation Rights and Return Policies outlined in Distance Selling Regulations:
- Clear information on cancellation rights and how to exercise those rights must be provided by the business. Generally, customers have a minimum of seven working days to cancel an order, commencing one day following the date of delivery.
- Customers must take reasonable care of items in their possession if they wish to cancel an order.
- Businesses are able to set guidelines covering reasonable care of products however those guidelines can not be made to prevent consumers from exercising their right to return those products.
- Businesses may not deduct the costs of delivery, administration or restocking from the refund.
- Refunds should be made within a maximum of 30-working days.
- If an item purchased turns out to be defective or is not the same product as advertised, the business bears the cost of return.
- If you require consumers return goods in the event of cancellation and bear the cost of returning those goods, you must specify the requirements in your Terms and Conditions statement. You must also confirm the requirement in writing.
Prove your business is fully e-compliant by displaying the Stay Legal Seal. Click here to find out more.
