Online Returns, Refunds & Delivery Compliance Check

Why this matters

Businesses selling to UK consumers online, by phone or by mail order must follow the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Customers generally have 14 days from receiving their goods to cancel for any reason, a further 14 days to send them back, and you must refund the price and standard delivery cost within 14 days of getting the goods back (or proof of return). The Consumer Rights Act 2015 adds that goods must be delivered within 30 days unless agreed otherwise, remain at the trader’s risk until they reach the consumer, and be of satisfactory quality, fit for purpose and as described.

Since 6 April 2025 the Digital Markets, Competition and Consumers Act 2024 has given the CMA power to fine businesses directly, up to 10% of global turnover, for breaches of consumer protection law including misleading omissions and unfair practices. Vague returns pages, hidden fees, refusing refunds for faulty goods, or telling customers they only have a “store credit” option are all common triggers for complaints to Trading Standards and the CMA. A clear, accurate policy is a cheap way to avoid enforcement and chargebacks.

What you'll need

• Your current returns, refunds and delivery policy pages
• Your checkout flow and order confirmation email wording
• Details of any products excluded from cancellation (made to order, perishable, sealed hygiene items)
• Your typical delivery times and any remote-area surcharges

What you'll get

A personalised compliance report covering: a score out of 100, an executive summary, a list of findings ranked by severity, and a prioritised action plan with timeframes.