DRAFT — every bracketed field must be replaced with your real returns arrangement before launch. Your statutory obligations depend on where you and your customers are located; check them rather than relying on this draft. When finished, also paste this into Settings → Policies.
Returns window
You may request a return within [RETURNS WINDOW, e.g. 30 days] of receiving your order.
Condition
Items must be unused, in a resaleable condition and in their original packaging. We cannot accept items that have been used in a vehicle with an animal, for hygiene reasons, unless the item is faulty.
How to start a return
Email [SUPPORT EMAIL] with your order number and the reason for return. Do not send an item back before contacting us — returns sent without prior authorisation may not be processed.
Return address
[RETURN ADDRESS]. Note that this may differ from the dispatch address.
Who pays return postage
[STATE CLEARLY WHETHER YOU OR THE CUSTOMER PAYS RETURN POSTAGE, AND WHETHER THIS DIFFERS FOR FAULTY ITEMS.] Where an item is faulty, incorrect or damaged on arrival, we cover return postage.
Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are issued to your original payment method within [REFUND PROCESSING TIME] of approval. Your bank or card issuer may take additional time to post the funds.
Original shipping costs
[STATE WHETHER ORIGINAL SHIPPING IS REFUNDED.]
Faulty or damaged items
If your item arrives faulty or damaged, contact us at [SUPPORT EMAIL] within [TIMEFRAME] with photographs. We will arrange a replacement or a full refund, including postage, at no cost to you. This does not affect your statutory rights.
Cancellations
[STATE YOUR CANCELLATION POLICY AND THE CUT-OFF POINT AFTER WHICH AN ORDER CANNOT BE CANCELLED.]
Exchanges
[STATE WHETHER YOU OFFER EXCHANGES, PARTICULARLY FOR A DIFFERENT SIZE OR COLOUR.]