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RETURN & REFUND POLICY

[Store Name]
Effective date: [date]

We want you to be happy with your purchase. Under EU/UK consumer law, you have a statutory right to cancel most online orders within 14 days of receiving the goods, without giving a reason. We extend this to a 14-day returns period as described below. This policy does not affect your statutory rights.

1. RETURN WINDOW

You may return eligible items within 14 days of delivery. To be eligible, items must be unused, in the same condition you received them, and in their original packaging with any tags and accessories.

2. PROOF OF PURCHASE

Please include your order number or proof of purchase with any return so we can process it quickly.

3. NON-RETURNABLE ITEMS

For hygiene, safety or legal reasons, the following generally cannot be returned unless faulty:

• perishable goods (such as food, flowers or plants);
• personalised or custom-made items;
• sealed health, hygiene or intimate items once unsealed;
• digital products and downloadable software once accessed;
• gift cards.

5. HOW TO START A RETURN

To start a return, contact us at [contact@example.com] with your order number and the item(s) you wish to return. We will provide return instructions and, where applicable, a return address or label.

6. RETURN SHIPPING

You are responsible for return shipping costs unless the item is faulty or incorrect. We recommend using a tracked service, as we cannot be responsible for items lost in return transit.

7. EXCHANGES

If you would like a different size, colour or product, the fastest way is to return your item for a refund and place a new order. Where stock allows, we may also arrange a direct exchange — contact us to check availability.

8. REFUNDS

Once we receive and inspect your return, we will notify you of the outcome and process any approved refund to your original payment method within 14 days. Depending on your bank or card issuer, it may take a few additional days for the refund to appear. Original shipping charges are non-refundable unless the return is due to our error.

9. FAULTY, DAMAGED OR INCORRECT ITEMS

If an item is faulty, damaged or not as described, you are entitled to a repair, replacement or refund under consumer law. Contact us at [contact@example.com] and we will cover the cost of return and put things right.

10. LATE OR MISSING REFUNDS

If you have not received a refund you were expecting, please check with your bank or card provider first, then contact us at [contact@example.com] and we will help.

11. CONTACT

For any questions about returns, contact us at:

[Store Name]
Email: [contact@example.com]