Items bought in person

You do not have to refund a customer if they:

• knew an item was faulty when they bought it

• damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)

• no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it

Returns After Delivery

Items bought online, by mail or phone

Online, mail and telephone order customers have the right to cancel their order for a limited time even if the item is not faulty. Sales of this kind are known as ‘distance selling’.You must offer a refund to customers if they’ve told you within 14 days of receiving their item that they want to cancel. They have another 14 days to return the item once they’ve told you. You must refund the customer within 14 days of receiving the item back. They do not have to provide a reason. You cannot deduct any fees from their refund, unless the item has been used or damaged. You must also refund the cost of standard delivery if the customer paid for it. If they paid for a more expensive delivery option, you only need to refund the cost of standard delivery.

Customers are allowed to handle the item in the same way they would in a shop. For example, they can try it on or take it out of the box to see what it looks like.

There are certain items where you only have to offer a refund if they are faulty, such as personalised or custom-made items, for example curtains, perishable items, for example frozen food or flowers, newspapers and magazines, unwrapped CDs, DVDs and computer software. Sealed items that for health or hygiene reasons cannot be returned once they have been opened, for example underwear