Return Policy
Effective Date: [INSERT DATE]
Last Updated: [INSERT DATE]
1. Company Information
Business Name: [YOUR BUSINESS NAME]
Address: [Complete business address]
Email: [returns@yourcompany.com]
Phone: [Contact number]
Returns Processing Center: [If different from main address]
2. Legal Framework and Consumer Rights
This Return Policy complies with:
EU Consumer Rights Directive (2011/83/EU)
Distance Selling Regulations
Consumer Sales and Guarantees Directive (2019/771/EU)
National implementations in EU Member States
All EU consumers have mandatory legal rights that cannot be waived by this policy.
3. Right of Withdrawal (14-Day Cooling-Off Period)
3.1 Withdrawal Period
You have 14 days to withdraw from your purchase without giving any reason.
The withdrawal period expires 14 days after:
For goods: The day you or a third party (other than the carrier) physically receive the goods
For multiple items ordered together but delivered separately: The day you receive the last item
For goods delivered in multiple lots/pieces: The day you receive the last lot or piece
For regular deliveries over a period: The day you receive the first goods
3.2 How to Exercise Your Right of Withdrawal
To withdraw from your contract, you must inform us of your decision by a clear statement. You can:
Email: [returns@yourcompany.com]
Phone: [return hotline number]
Post: [return address]
Online Form: [link to withdrawal form on website]
You may use the model withdrawal form below, but it is not obligatory:
Model Withdrawal Form
To: [YOUR BUSINESS NAME]
[returns@yourcompany.com]
[return address]
I hereby give notice that I withdraw from my contract of sale for the following goods:
Order Number: _______________
Ordered on: _______________
Received on: _______________
Consumer Name: _______________
Consumer Address: _______________
Date: _______________
Signature (if on paper): _______________
3.3 Return Shipping and Costs
Who Pays Return Shipping:
Standard Returns: Customer bears the direct cost of returning goods
Our Error: We pay return costs if goods were defective, wrong, or damaged
Large/Heavy Items: [Specify arrangement for items that cannot reasonably be returned by post]
Return Shipping Methods:
Use tracked shipping services for valuable items
Keep proof of return shipping
Items remain your risk until received by us
Return Address:
[YOUR RETURN ADDRESS]
[Include specific return instructions if needed]
3.4 Condition of Returned Goods
Acceptable Condition:
Items must be in the same condition as received
Original packaging, labels, and accessories included
Items can be handled to the extent necessary to determine their nature, characteristics, and functioning (similar to examining items in a physical store)
Value Reduction:
You may be liable for diminished value if you handle goods beyond what is necessary to determine their nature and functioning.
Examples of Acceptable Handling:
Trying on clothing items briefly
Testing basic functions of electronics
Examining products as you would in a store
Examples That May Result in Value Reduction:
Excessive use beyond testing
Damage due to improper handling
Missing original packaging or accessories
Signs of wear beyond normal inspection
4. Refund Process
4.1 Refund Timeline
We will reimburse all payments received from you within 14 days from:
The day we receive your withdrawal notice, OR
The day we receive the returned goods (whichever is later)
4.2 Refund Method
We will refund using the same payment method you used for the original transaction unless you expressly agree otherwise. You will not incur fees for this refund.
Refund Amount Includes:
Full purchase price of returned items
Standard delivery charges (for the outward journey)
Refund Amount Does Not Include:
Return shipping costs (unless our error)
Supplementary delivery charges if you chose expensive delivery option
Any value reduction due to excessive handling
4.3 Refund Processing
Credit/Debit Cards: 3-5 business days after processing
PayPal: 1-2 business days after processing
Bank Transfer: 3-7 business days after processing
Store Credit: Immediate upon processing (if agreed)
5. Exceptions to Right of Withdrawal
You cannot withdraw from contracts for the following goods:
5.1 Personalized/Customized Items
Goods made to your specifications
Clearly personalized goods
Custom-made or bespoke items
5.2 Perishable Goods
Items that deteriorate or expire rapidly
Fresh food products
Flowers and plants
5.3 Sealed Goods
Goods unsuitable for return due to health protection or hygiene reasons that have been unsealed after delivery
Examples: Cosmetics, underwear, earrings, mattresses (if protective seal broken)
5.4 Mixed Goods
Goods that have been inseparably mixed with other items after delivery
5.5 Digital Content
Digital content if performance began with your prior express consent and acknowledgment of losing withdrawal right
5.6 Newspapers and Magazines
Except for subscription contracts
5.7 Time-Sensitive Items
Goods delivered based on fluctuating market prices
Accommodation, transport, car rental, catering for specific dates
Important: Even if withdrawal right doesn't apply, you still have legal guarantee rights for defective products.
6. Legal Guarantee (2-Year Warranty)
6.1 Your Legal Rights
All goods come with a minimum 2-year legal guarantee covering defects that existed when you received the item.
Timeline:
First 12 months: Any defect is presumed to have existed at delivery (unless we prove otherwise)
Months 13-24: You may need to show the defect existed at delivery
6.2 Remedies for Defective Goods
Primary Remedies (Your Choice):
Repair - Free repair of the defective item
Replacement - Free replacement with identical or equivalent item
If Repair/Replacement Impossible or Disproportionate:
3. Price Reduction - Partial refund reflecting the defect
4. Full Refund - Complete refund and contract termination
6.3 What We Cover
Manufacturing defects
Goods not matching description
Goods not fit for normal use
Goods not fit for specific purpose you made known to us
6.4 What We Don't Cover
Normal wear and tear
Damage caused by misuse or accidents
Damage occurring after delivery (unless manufacturing defect)
Defects you were aware of when purchasing
6.5 How to Claim Legal Guarantee
Contact us with:
Order number and purchase date
Description of the defect
Photos or videos if helpful
Contact Methods:
Email: [warranty@yourcompany.com]
Phone: [warranty hotline]
Online form: [warranty claim form URL]
7. Voluntary Return Policy (Beyond Legal Requirements)
7.1 Extended Return Window
We offer [X days - if longer than 14] days to return items in original condition for store credit or refund. [Only include if you offer extended returns]
7.2 Satisfaction Guarantee
[Include details of any satisfaction guarantees you offer beyond legal requirements]
8. Return Process Step-by-Step
8.1 Before Returning
Check if your item is eligible for return
Ensure you're within the return period
Gather original packaging and accessories
Complete withdrawal form or contact us
8.2 Preparing Your Return
Package Securely: Use original packaging when possible
Include Documentation: Copy of order confirmation and withdrawal notice
Remove Personal Data: Delete personal information from electronic devices
Insurance: Consider insurance for valuable items
8.3 Sending Your Return
Address: Send to our designated return address
Tracking: Use tracked shipping service
Proof: Keep shipping receipt and tracking number
Notification: Email us tracking details
8.4 After We Receive Your Return
We'll email confirmation of receipt
Quality check within 2 business days
Refund processed within 14 days
Refund confirmation sent via email
9. Large or Heavy Items
9.1 Definition
Items that cannot reasonably be sent by post due to:
Weight exceeding [specify weight, e.g., 30kg]
Size exceeding standard shipping dimensions
Fragile nature requiring special handling
9.2 Return Arrangement
For large items:
Contact us first before attempting return
We may arrange collection service
We may contribute to return costs
Special packaging may be required
Collection Service:
Email: [collections@yourcompany.com]
Phone: [collection hotline]
We'll coordinate pickup within [X] business days
10. Defective or Wrong Items
10.1 Our Responsibility
If we send you:
Wrong item
Defective item
Damaged item
We will:
Pay all return shipping costs
Provide pre-paid return label
Offer full refund or replacement
Cover any reasonable additional costs
10.2 Reporting Issues
Contact us immediately if you receive defective or wrong items:
Within 7 days of delivery for best service
Provide photos of defective/wrong items
Keep all original packaging
11. International Returns (Outside EU)
11.1 Return Rights
Non-EU customers may have different return rights based on:
Local consumer protection laws
International shipping restrictions
Customs and duty considerations
11.2 Return Process
Customs Declaration: Mark as "returned goods"
Value Declaration: Original purchase value
Customs Duties: We cannot reimburse duties/taxes paid on original shipment
Shipping Costs: Customer typically bears return shipping costs
11.3 Refund Limitations
Currency conversion rates may apply
Payment processor fees may be deducted
Local taxes/duties on original shipment not refunded
12. Digital Content and Services
12.1 Digital Products
Downloaded software: No withdrawal right once download begins (with your consent)
Streaming services: No withdrawal right once access begins
Digital gift cards: No withdrawal right once delivered
12.2 Online Services
Subscription services: Can be cancelled with appropriate notice
One-time services: No withdrawal right once service fully performed
13. Contact Information for Returns
13.1 Return Inquiries
Email: [returns@yourcompany.com]
Phone: [return hotline with business hours]
Online: [website return portal URL]
Live Chat: [if available]
13.2 Return Address
[YOUR COMPANY NAME] Returns Department
[Complete return address]
[Postal code and country]
Business Hours: [specify hours for phone support]
Response Time: We respond to return inquiries within [X] business hours
13.3 Tracking Your Return
Online Portal: [URL for return tracking]
Email Updates: Automatic status updates
Phone Inquiry: [dedicated line for return status]
14. Dispute Resolution
14.1 Consumer Protection
If you're unsatisfied with our return handling:
EU Online Dispute Resolution Platform:
https://ec.europa.eu/consumers/odr/
National Consumer Protection Agencies:
[List relevant agencies for your primary markets]
14.2 Alternative Dispute Resolution
We participate in [specify ADR schemes if applicable]:
[Name of ADR provider]
[Contact details]
[Process description]
15. Important Notes and Reminders
15.1 Key Points
14-day withdrawal right is mandatory for EU consumers
2-year legal guarantee applies to all goods
Return shipping costs generally paid by customer (unless our error)
Refunds processed within 14 days of return
Original payment method used for refunds
15.2 Your Rights Cannot Be Waived
This policy provides additional benefits but cannot reduce your statutory rights under EU consumer protection law.
15.3 Language and Translation
This policy is originally written in [language]. Translations are provided for convenience, but the original language version governs in case of disputes.
This Return Policy complies with:
Consumer Rights Directive (2011/83/EU)
Consumer Sales and Guarantees Directive (2019/771/EU)
Distance Selling Directive (2000/31/EC)
National consumer protection laws of EU Member States
Questions about returns? Contact us at [returns@yourcompany.com] or [phone number]
Last Updated: [INSERT DATE]
Next Review: [INSERT DATE]