Separate legal rights from your goodwill policy
For many UK distance sales to consumers, the customer has 14 days after receiving goods to tell you they want to cancel, then another 14 days to return them. Exceptions exist, including genuinely personalised or custom-made items, but an exception to change-of-mind cancellation does not remove rights for faulty goods. Business customers and some other transactions follow different rules. Read the current government guidance for your product and sales route.
Set expectations before checkout
Describe condition, measurements, materials and what is included. State delivery arrangements, cancellation information and returns instructions clearly. Avoid using “no refunds” as a shortcut that conflicts with applicable rights. Marketplace policies can create additional obligations. Keep a record of the listing and terms that applied to the order, rather than relying only on the current edited version.
Use a consistent evidence trail
Record the customer’s request, order reference, issue, agreed next step and relevant dates. For a damaged item, request proportionate information through the platform’s supported process without asking for unnecessary personal data. Track the return and inspect what arrives. Refund through the original supported payment route where appropriate; be wary of a request to pay a different third party.
A chargeback is a separate process
Respond through the payment provider by its deadline using the evidence it requests. Delivery proof, communication and an accurate product description can help, but they do not guarantee a decision in your favour. Seller protection usually has conditions and may cover only particular claim types. Budget for refunds and disputed funds in your cash plan. Where the facts or legal position are unclear, get suitable advice instead of inventing a blanket policy.
YOUR NEXT STEP
Make the next move a clearer one.
- Check the consumer or business context and product exceptions.
- Keep a copy of the original listing and agreed terms.
- Record requests, deadlines and the agreed next step.
- Use the supported refund route and accepted evidence.
- Allow for refunds and disputed funds in the cash forecast.
Where we checked the details
Primary sources checked 11 October 2026. Rules, prices and eligibility can change. Confirm current terms with the official service.
General UK guidance and editorial checklists. Apply the official rules to your circumstances and seek qualified help where needed. This is researched guidance, not a claim that we have tested every provider or situation.
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