Returns policies - a guide for retailers

A consumer has rights where goods are faulty or not as described, and there are laws covering retailers' returns policies, including rules that apply to returns policy notices in retail shops.

This guidance does not apply to businesses that sell only to other businesses.

In the guide
Do I have to accept returns?
What can I say in my returns policy?
Can I limit my liability to a customer?
Can I disclaim the notice to make it correct?
Consumer guarantees
Can I enhance customer rights?


Enter your postcode in the field below to see if your local trading standards service has the full version of this leaflet on its website.