1. Cooling-off period for online purchases

If you buy goods or services from us online, you may cancel the purchase without reason and without penalty within 7 days of receiving the goods, or within 7 days of concluding the agreement for services. If you cancel, you only pay the direct cost of returning the goods to us. We will refund any payment made within 30 days of cancellation. This cooling-off right does not apply to [list exclusions that apply to you, e.g. goods made to your specifications, perishable goods, unsealed audio or video recordings or software, or services that have already begun with your consent].

2. Defective or faulty goods

If a product you receive is defective, unsafe or not of good quality, you may return it within 6 months of delivery. At your choice, we will repair it, replace it, or refund you in full. This does not apply to damage caused by misuse, accidents or normal wear and tear.

3. Incorrect or damaged items

If you receive the wrong item or it arrives damaged, please contact us within [X] days of delivery at [email address] with your order number and photos of the item and packaging. We will arrange a collection or replacement at no cost to you.

4. Change of mind (outside the cooling-off period)

[Choose one:] We accept change-of-mind returns within [X] days of delivery, provided items are unused, in their original packaging and accompanied by proof of purchase. Return shipping costs are for your account. OR We do not accept change-of-mind returns after the 7-day cooling-off period, except for defective goods as set out above.

5. Services

[For service businesses:] If you are not satisfied with a service we have provided, please contact us within [X] days so we can try to resolve the issue. Deposits for [bookings / custom work] are [refundable / non-refundable] if you cancel [X] days or less before the scheduled date.

6. How to request a return or refund

Email [email address] with your order number, the item(s) you wish to return, and the reason. We will confirm the return details with you. Please do not send items back without contacting us first.

7. How refunds are paid

Refunds are paid back to the original payment method within [X] business days of us receiving and inspecting the returned item (and no later than 30 days for cooling-off cancellations). Depending on your bank, it may take a few extra days to reflect.

8. Contact us

[Company Name]
[Physical address]
[Email] | [Phone]