{"id":4892,"date":"2016-01-28T16:15:01","date_gmt":"2016-01-28T16:15:01","guid":{"rendered":"https:\/\/www.qualityformations.co.uk\/blog\/?p=4892"},"modified":"2022-03-07T12:50:21","modified_gmt":"2022-03-07T12:50:21","slug":"guidance-on-customer-returns-and-refunds-for-small-business","status":"publish","type":"post","link":"https:\/\/www.qualitycompanyformations.co.uk\/blog\/guidance-on-customer-returns-and-refunds-for-small-business\/","title":{"rendered":"Guidance on customer returns and refunds for small business"},"content":{"rendered":"

UK consumers have significant rights when it comes to product returns, so you need to be aware of your legal duties and responsibilities as a small business. Consumers have rights when the goods they purchase are faulty or not as described by the seller. As a retailer, your customer returns and refunds policy can add to these statutory rights, but it may not take away from them.<\/p>\n

The Consumer Rights Act 2015 came into force on 1st October 2015. Prior to this date, consumers were protected under the Sale of Goods Act 1979. The legal rights of consumers who purchased goods before the new Act came into effect are protected under provisions in the old Act.<\/p>\n

\n \n \"Everything\n \"Everything\n <\/a>\n <\/div>\n \n

Does my business have to accept returns?<\/h3>\n

Under the Consumer Rights Act 2015, your consumers may be entitled to a refund, replacement, repair, and\/or compensation if the goods they purchase from you are faulty, not as described, or don’t do what they are supposed to do. The same rules apply, whether the goods are purchased at full price, in a sale, or with a discount voucher.<\/p>\n

Furthermore, your customers are entitled to a full refund and\/or compensation if you had no legal right to sell the goods. Therefore, if you sell or supply any goods, you must understand your obligations under the Consumer Rights Act 2015<\/a>.<\/p>\n What is GDPR and how will it affect my company?<\/span><\/a>\n \n

There are different rules for other situations. For goods bought in-store, there is usually no automatic right to return goods if the consumer purchased the wrong size of garment, or they simply changed their mind. However, there are exceptions for distance selling<\/a> and off-premises sales, i.e., goods that are bought by mail order or online, and certain goods sold to a consumer whilst visiting them at their private residence.<\/p>\n

Distance selling<\/h3>\n

Customers who buy goods online, by mail order or telephone, by text or fax, or through digital TV, have the right to cancel their order for a limited time for any reason, even if the item is not faulty. These types of sales categorised as \u2018distance selling\u2019 and the seller must adhere to the following rules:<\/p>\n