We can offer a replacement product if the product you received is not the product you purchased, if it has been damaged in transit, or is faulty. We simply cannot cancel them once they are registered so there is no backing out of domain names, now that’s that hard stuff out of the way! It’s illegal to display any notice that deliberately misleads consumers or deceives them about their rights, for example a sign that says you do not accept returns or offer refunds. Return of products for refund is not available after purchase. Don’t just accept the business can keep your deposit and advance payments or ask you to pay a cancellation charge if you cancel the contract. It will take only 2 minutes to fill in. We use this information to make the website work as well as possible and improve government services. 95% of consumers believe that a smooth purchase process positively influences whether they’ll return for future purchases. You can change your cookie settings at any time. You must refund the customer within 14 days of receiving the goods back. They do not have to provide a reason. To help us improve GOV.UK, we’d like to know more about your visit today. Check when you have to offer refunds and accept returns. Don’t include personal or financial information like your National Insurance number or credit card details. Where we have identified any third party copyright information you will need to obtain permission from the copyright holders concerned. The business can only do this if the contract term is fair. All content is available under the Open Government Licence v3.0, except where otherwise stated, National restrictions in England from 5 November, Cancelling goods or services: guide for consumers, nationalarchives.gov.uk/doc/open-government-licence/version/3, Coronavirus (COVID-19): guidance and support, Transparency and freedom of information releases. A cancellation charge is not fair just because it’s in the contract you signed – it needs to be reasonable. You’ve accepted all cookies. We care deeply about the satisfaction received by every customer. Customizable Don’t sacrifice your store’s brand — our suite of customization options allows you to match the look and feel of your refund policy to your business. A customer has the same right to free repairs or a replacement regardless of whether they have a warranty or guarantee or not. You must offer a refund to customers if they’ve told you within 14 days of receiving their goods that they want to cancel. Don’t include personal or financial information like your National Insurance number or credit card details. Don’t worry we won’t send you spam or share your email address with anyone. agreed to buy goods or services, but changed your mind or are unable to go ahead with the contract? A no refund policy is in the business’s favor, but you risk adverse effects on the customer experience. Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. You can ask the customer for proof that they bought an item from you. Maybe you find it all too complicated and have decided to hire a web designer to do it all for you instead? To help us improve GOV.UK, we’d like to know more about your visit today. With this in mind, we offer a no quibble 30 day refund policy for all web hosting and site builder related services. You can also implement an all sales are final policy if certain items aren’t eligible for refunds, such as discounted, customized, or single-use items. You can ask a customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months. The HelpDesk will then action your refund with NO FURTHER QUESTIONS! Contact the Citizens Advice consumer service (03454 04 05 06) for advice on what you can do. Customers have up to 6 years to make a claim for an item they’ve bought from you (5 years in Scotland). It will take only 2 minutes to fill in. We use cookies to collect information about how you use GOV.UK. Businesses cannot rely on unfair terms. Go to the eSupport HelpDesk, raise a support ticket asking for a refund on your particular product, provide your order number and for speed of execution if there is a domain name involved, mention that you understand that it cannot be refunded. Pro: works for specific offerings We’ll send you a link to a feedback form. You do not have to refund a customer if they: You have to offer a refund for certain items only if they’re faulty, such as: Online, mail and telephone order customers have the right to cancel their order for a limited time even if the goods are not faulty. These materials are not a substitute for legal advice, and should not be relied on as such. There are a number of reasons why you may require a refund and cancellation for your hosting or webspace account. Find your nearest Citizens Advice in England and Wales or Scotland. You only have to accept returns from the person who bought the item. To be eligible for a replacement, your item must be unused and in the same condition that you received it. Domain Registration: Do I need a Hosting Service? Coronavirus (COVID-19): guidance and support, Transparency and freedom of information releases, 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, personalised items and custom-made items, for example curtains, perishable items, for example frozen food or flowers, unwrapped CDs, DVDs and computer software, told you they’ve accepted it (having had enough opportunity to inspect the item before confirming they’ve received it). In Northern Ireland, contact Consumerline on 0300 123 626. The business may be asking for more money than it is entitled to. Businesses must take reasonable steps to reduce their losses (eg by re-selling the goods or services). It might also help to familiarise yourself with our guide for businesses. Check your consumer rights. This publication is available at https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services. Non-refundable deposits should only be a small percentage of the total price. when you have to offer refunds and accept returns. It is generally a far better idea to give your customers a store credit than to inform them that they have no refund/return rights whatsoever. A student who gathered 330,000 signatures calling for a refund of university tuition fees says students are being "completely ignored". We use cookies to collect information about how you use GOV.UK. Cancellation charges must be a genuine estimate of the business’ direct loss. Just because it’s in the contract doesn’t mean it’s always legally binding. All content is available under the Open Government Licence v3.0, except where otherwise stated, National restrictions in England from 5 November, Sale of goods and services and data protection. The “No Return, No Refund Policy” likely appears like a good idea, especially if you’re concerned about users downloading your product for the short term, making use of it, and then demanding a refund as a way to benefit from your digital product without paying for it.That is the reason why many subscription services operate the way they do without allowing refunds. This could be a sales receipt or other evidence such as a bank statement or packaging. You will most likely lose a customer. We cannot refund for domain name registrations. Our return policy generator tailors each policy specifically to your platform, no matter the size, type, or location of the business you operate. This publication is licensed under the terms of the Open Government Licence v3.0 except where otherwise stated.