UK law lets buyers cancel most things they buy online within 14 days of receiving them, without giving a reason. They then have another 14 days to send it back, and you refund them within 14 days of getting it back (or of them showing you they’ve posted it), including your standard delivery charge.
Your returns windowLink to Your returns window
In your back office: Returns and legalSet it in Settings, Returns and legal, under Returns window. It can’t be shorter than 14 days, and it can be up to 365. Offering longer is up to you, and your product pages say how long it is.
Who pays to send things backLink to Who pays to send things back
In your back office: Returns and legalUnder Who pays to send things back?, choose The buyer, My shop and Free only if faulty. It’s for buyers who change their mind: if something arrives faulty or wrong, the postage back is always yours, by law.
Your product pages follow it as soon as you save. Your Returns & refunds page says it too, in your own words, so change it there to match. The screen suggests a sentence you can use.
What doesn’t have to be taken backLink to What doesn’t have to be taken back
- Things made to the buyer’s own wishes or clearly personalised, like a name you engrave or a portrait from their photo.
- Sealed things that can’t be returned for health or hygiene reasons once they’re opened, like some skincare.
- Downloads, once the buyer has started downloading and ticked the box at checkout saying they understand.
Made to order on its own doesn’t count, and nor does a choice from your own list, like a colour or a size.
Your Returns & refunds pageLink to Your Returns & refunds page
In your back office: Your pagesYour shop opened with a Returns & refunds page and a Cancel an order page already written, in Pages. Read the first and change anything that isn’t true for you, like who pays to send things back (buyers only pay if your page says so). Keep the second: it’s the form buyers use to cancel. A cancellation shows on the order’s timeline and in your notifications, and the buyer gets an email saying it arrived.
What buyers are owedLink to What buyers are owed
When a buyer cancels within your window, refund what they paid for the item and your standard delivery charge, within 14 days of getting it back (or of them showing you they’ve posted it). If they paid extra for faster delivery, you only need to refund the standard price.
Refunds start from the order’s Payment panel: Refunds shows how. Handsold’s fee is given back in proportion. While payments are a demo, the refund is recorded but no money moves.
When something’s wrongLink to When something’s wrong
Whatever your returns window, buyers have rights when something is faulty, not as described, or doesn’t arrive. A parcel is your responsibility until it’s delivered.
This is general information, not legal advice. If you’re unsure about something you sell, ask a solicitor or Citizens Advice.