Retail and ecommerce pack
Online sellers must give consumers a fourteen day cancellation right and prescribed pre-contract information, and refund within fourteen days of goods being returned. Faulty goods carry a thirty day short term right to reject that cannot be excluded by a returns policy.
Sector pack · 28 documents · 168 pages
The short answer
Online sellers must give consumers a fourteen day cancellation right and prescribed pre-contract information, and refund within fourteen days of goods being returned. Faulty goods carry a thirty day short term right to reject that cannot be excluded by a returns policy.
Who this pack is for
- Independent retailers with a shop and an online channel
- Ecommerce sellers on their own site or a marketplace
- Businesses writing a returns policy for the first time
- Shops selling age restricted products
- Retailers asked for supplier and data documents by a platform
Not for you if: You need marketplace specific compliance for a platform's own policies, which sit on top of the law.
What it solves
A customer rejects a faulty item and the returns policy contradicts the law.
A card provider asks for your PCI statement and refund terms.
An underage sale is made with no age verification policy in place.
What the law requires
Cancellation and refunds
For distance sales the consumer has fourteen days from delivery to cancel and a further fourteen to return. Refunds must follow within fourteen days of receiving the goods or proof of return, including basic delivery cost.
Source: Consumer Contracts Regulations 2013
Faulty goods
The Consumer Rights Act gives a thirty day short term right to reject, then one repair or replacement before a final right to reject. No policy can reduce these.
Source: Consumer Rights Act 2015
Age restricted sales
Retailers selling alcohol, knives, tobacco and vapes need a documented age verification policy and refusal register, which is what trading standards ask for after a test purchase.
Source: GOV.UK, age restricted products guidance
What is in the pack
| ID | Document | Pages |
|---|---|---|
| RET-01 | Returns and refunds policyConsumer Rights Act 2015 | 5 |
| RET-02 | Distance selling and cancellation noticeConsumer Contracts Regs 2013 | 4 |
| RET-03 | Stock and shrinkage procedureInternal control | 4 |
| RET-04 | Age restricted sales policy and refusal registerGOV.UK | 5 |
| RET-05 | Card payment and PCI statementPCI DSS SAQ A guidance | 3 |
| RET-06 | Click and collect termsConsumer Rights Act 2015 | 3 |
Includes the core twenty two: employment contract, staff handbook, disciplinary, grievance, absence, holiday, right to work, leaver, pay and pension, customer and employee privacy notices, retention schedule, data protection policy, subject access procedure, health and safety policy, risk assessment, fire risk assessment, accident book, terms of sale, late payment letters, expenses policy, year end checklist.
How updates work
Every document carries a version number and a reviewed date. On the first Tuesday of each month the pack is checked against its primary sources. If anything has changed you receive the updated file and one line explaining what moved and why. If nothing has changed you receive an email saying so.
April and the Budget are the months when most figures move.
Questions
Does my returns policy have to allow fourteen days?
For distance sales yes. In store returns beyond faulty goods are goodwill, and the pack distinguishes the two.
Does this cover marketplace selling?
The legal documents apply. Marketplace policies can be stricter and are not covered.
Is a website terms page included?
Yes, terms of sale and the consumer cancellation notice are both included.
Does it cover vapes and tobacco?
Yes, within the age restricted sales policy and refusal register.
How is it delivered?
By email, as Word and PDF files, personalised with your company details.
Sources
Built from published UK primary sources only: Consumer Contracts Regulations 2013, Consumer Rights Act 2015, GOV.UK, age restricted products guidance. No secondary or aggregator sources are used.
Order the retail and ecommerce pack, or ask about an association licence covering your whole membership.
Email support@kaeltripton.comThese documents are drafted from published UK primary sources and are a starting point you adapt to your own circumstances. They are not legal, tax or immigration advice, and documents you edit become your responsibility.