Cancellation and returns

Client to supply. This text is a placeholder. Daholyne Fashion's own cancellation and returns policy will be prepared by its solicitor, or adopted from a template pack in its own name, before the shop opens for orders.

What the policy must cover

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require this information, and the model cancellation form below, to be given before the customer is bound (regulation 13 and Schedule 2). The model instructions in Schedule 3 Part A, correctly filled in, meet that requirement.

1. The right to cancel. The customer may cancel within 14 days without giving any reason.
2. When the period ends. At the end of 14 days after the day the goods come into the physical possession of the customer, or of someone other than the carrier whom the customer names. If an order arrives in several parcels on different days, the 14 days run from the day the last one arrives.
3. How to cancel. By any clear statement of the decision: for example a letter or an email to the trader's address in the legal particulars, or the shop's own returns form. The model cancellation form below may be used, but it is not required. The notice is in time if it is sent before the period ends. If the shop's own form is used, the trader must acknowledge receipt by email without delay.
4. Refunds. Everything paid is refunded, including the standard delivery charge, using the same means of payment and with no fee. If the customer chose a dearer delivery option, the refund of delivery is limited to the cost of standard delivery. The refund is made within 14 days of the day the goods are received back or, if earlier, the day the customer provides evidence of having sent them back.
5. Returning the goods. The customer sends the goods back, or hands them over, without undue delay and at the latest 14 days after the day they tell the trader they are cancelling. The policy must say where to send them and who pays the cost of returning them.
6. Handling the goods. The customer may handle the goods as they would in a shop. The trader may deduct only for a loss in value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.
7. Faulty goods. These are separate from cancellation. The customer's rights under the Consumer Rights Act 2015 are not affected, and a fault can be reported through the shop's fault form at any time.

Model cancellation form

To [here the trader’s name, geographical address and, where available, fax number and e-mail address are to be inserted by the trader]:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

The model cancellation form is reproduced from Schedule 3, Part B, of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134). Contains public sector information licensed under the Open Government Licence v3.0.