How to write a returns policy for a UK online store
A good UK returns policy explains the 14-day cancellation right, how to start a return, who pays return postage, how and when refunds are made, how faulty items are handled and which items can't be returned. Keep it clear and easy to find, and link to it from product pages, the footer and order emails.
By Abdullah Ashraf, Shopify expert · Last updated: October 2026
Quick summary
- State the 14-day right and refund timing.
- Say who pays return postage.
- List exempt items clearly.
What to include
- How long customers have to cancel and return
- How to start a return
- Who pays return postage
- How refunds are made and how long they take
- How faulty or damaged items are handled
- Items that can't be returned, such as personalised goods
- Exchanges, if offered
Where to show it
Add it in Shopify's policy settings so it appears at checkout, link it in your footer and mention it on product pages.
Make returns easier
A simple returns process builds trust. Consider exchanges first and prepaid labels. Should you offer free returns?
Frequently asked questions
Can I offer longer than 14 days?
Yes, a longer window can increase conversions.
Can I refuse returns on sale items?
Not for the statutory 14-day right.
Official sources
- Accepting returns and giving refunds (GOV.UK)
- Consumer Contracts Regulations 2013 (legislation.gov.uk)
- Online and distance selling for businesses (GOV.UK)
Checked September 2026. Rules change, so always check the latest official guidance.
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