Returns and Refunds

Here is a UK‑compliant Returns and Refunds Policy template, aligned with the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.sprintlaw+2​

Returns and Refunds Policy (Template)

Last updated: [Insert Date]
Business Name: [Insert Business Name]
Contact Email: [Insert Contact Email]
Business Address: [Insert Address]

1. Overview

We want you to be completely satisfied with your purchase. This policy explains your rights regarding returns, exchanges, and refunds under UK consumer law. It applies to all purchases made through our online store.

2. Returns Window

You can request a return for any reason within 30 days of receiving your order.
For faulty, damaged, or misdescribed items, you have a right to a refund, repair, or replacement for a reasonable period after purchase.

3. Eligibility for Returns

To be eligible for a return:

  • Items must be unused, in original packaging, and with all tags intact.

  • Items must include a proof of purchase (e.g. order confirmation email).

  • The return must be approved before the item is sent back.

4. Non‑Returnable Items

Certain items cannot be returned unless faulty or not as described:

  • Perishable goods (e.g. pet food, treats).

  • Personalised or custom‑made products.

  • Digital downloads once download or access has started.

  • Gift cards or vouchers.

5. How to Request a Return

To start a return, please contact us at [insert email address] with:

  • Your order number

  • Item(s) you wish to return

  • Reason for the return

We will reply within 2 business days with instructions on how to send your item back.

6. Return Shipping

  • Customers are responsible for paying return shipping costs unless the item is faulty or incorrect.

  • We recommend using tracked postage, as we cannot refund items lost in transit.

7. Refunds

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 10 business days.
Refunds for cancelled orders under the 14‑day statutory period will be issued within 14 days of notification.

8. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, email [insert email address].

9. Faulty or Damaged Goods

If your item is faulty, damaged, or not as described, contact us as soon as possible.
You have the right to a free repair, replacement, or full refund within 30 days of receipt for faulty goods.

10. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
You are entitled to a refund, repair, or replacement if goods are faulty, not as described, or do not perform as expected.

Customisation Tips

  • Update timelines (e.g. change 30 days to another reasonable period).

  • Add any special clauses for your specific product type (e.g. pet or eco products).

  • Make the policy easily accessible on checkout and your website footer to ensure compliance.

For UK pet dropshipping, the standard return/exchange window is usually 14 days from the date of delivery for customers to request a return or exchange. In some cases, suppliers extend this up to 30 days, but 14 days aligns with UK distance selling laws. Customers must usually return the item in original, unused condition.ukpethouse+2​

Standard Return/Exchange Policies

  • Time Limits:
    Customers have 14 days from receiving goods to notify you of a return, then another 14 days to actually send the item back. Some suppliers (and UK law) allow up to 30 days for specific listings or in special cases.loopreturns+3​

  • Refund Processing:
    Refunds are typically processed within 14 days of receiving the returned item.gov​

  • Exclusions:

    • Perishable goods (including most pet food, treats, supplements) are generally non-returnable, except where faulty or damaged on arrival; these cannot be resold for safety reasons.gov+3​

    • Personalized, opened, or custom-made items are also usually excluded.gov​

    • Consumables and grooming products have similar exclusions after first use.allpetsolutions​

  • Dispute Limits:
    Returns requested after tracking has expired or beyond the window are not typically accepted.ukpethouse​

  • Defective/Faulty Goods:
    UK customers have up to 6 months to claim repair, replacement, or refund if an item is faulty and was not as described.loopreturns+1​

Guarantees, Warranties & Special Disclaimers

  • Product Warranties:
    Most pet accessories and electronics come with limited warranties—ranging from 6 to 24 months—covering defects in materials or workmanship, but not normal wear, misuse, or consumables.innopet+2​

    • Warranties are typically valid only in the purchase country and are not transferrable.silvercirclepets+1​

    • Replacement, repair, or refund is at the supplier's discretion within the warranted period.allpetsolutions​

  • Disclaimer for Perishables:
    Perishable or consumable pet products (food, treats, supplements) are excluded from most warranties and cannot be returned after a short period (sometimes as little as 6 weeks for consumables).allpetsolutions​

  • Special Disclaimers:
    Sellers usually state they are not liable for misuse, unauthorized modification, or damages due to external events (accident, fire, etc.).silvercirclepets+1​

Practical Tips

  • Always check your chosen supplier’s specific return/warranty policy so you can explain and enforce it accurately in your shop.loopreturns+1​

  • Make clear on your site which products are non-returnable or have exceptions, especially for perishable items.spocket+1​

The typical rule: returns/exchanges are straightforward for non-perishable goods within 14 days, but perishable and consumable items are excluded except in rare circumstances, and warranties apply mostly to hardware or accessories—not foods or treatments.Standard return and exchange limits for UK pet dropshipping are typically 14 days from receiving the goods for a return/exchange request—this meets UK legal requirements for distance selling. Some suppliers or platforms may allow up to 30 days, but 14 days is the minimum you should expect to offer.spocket+4​

Exclusions:

  • Perishable goods such as pet food, treats, and some supplements are almost always non-returnable unless faulty on arrival.ukpethouse+2​

  • Consumable, grooming, and custom items are generally only returnable if defective or not as described.gov+1​

Guarantees & Warranties:

  • Pet accessories, beds, tech, and similar items often come with warranties ranging from 6 to 24 months, covering manufacturing defects and material faults, but not wear and tear, accidental damage, or consumables.innopet+2​

  • Warranties are non-transferable, apply only in the purchase country, and usually exclude perishable/consumable goods after a short (often 6-week) window.allpetsolutions​

  • Products must be returned unused and in original packaging unless faulty.loopreturns+1​

  • Special disclaimers almost always exclude liability for misuse, unauthorized modification, or loss/damage for reasons beyond supplier control.silvercirclepets+1​

UK dropshipping stores should always make these rules clear on their site and in purchase confirmations. This ensures both legal compliance and good customer experience.spocket+1​