Returns

The baseline rights

For most online purchases, UK consumers have 14 days from the day they receive the goods to tell the seller they want to cancel, and a further 14 days to send the goods back. Under the applicable cancellation rules, the standard outbound delivery cost is refunded alongside the item.

These are statutory rights. A pre-launch draft does not remove them, and our final policy will not reduce them.

Eligibility and condition

You can inspect a product as you would in a shop. Handling beyond what is necessary to establish its nature, characteristics and functioning may allow a deduction for reduced value, where the law permits. It does not automatically remove your right to cancel.

Discounted products have the same statutory protections. Any applicable legal exception to cancellation will be stated clearly on that product before purchase and handled consistently with the law.

How to start a return

The process is not finalised. The return address, whether returns are collected or posted, and who covers return postage in each situation are all still being confirmed.

Please do not send anything to an address you have not been given directly. When the process is agreed, it will be published here with clear steps.

Faulty or damaged goods

If something is faulty, damaged or not as described, that is separate from changing your mind and your statutory rights apply. Depending on the situation, a repair, replacement or refund may be the appropriate remedy.

See the draft delivery information for how damage in transit will be handled.

Where these rights come from

The summary above is based on official UK guidance. For the full detail, see:

• GOV.UK: online and distance selling
• GOV.UK: accepting returns and giving refunds