We want customers to shop with confidence. Our returns process is designed to be clear, fair, and easy to follow, while helping customers choose the right products before they buy.
For online orders, we follow the 14-day legal return requirement with clear condition rules. For in-store purchases, we may offer a 14–28 day goodwill return option where appropriate and controlled by store policy.
Easy Returns
We recommend offering a clear “Easy Returns” message across the website to build trust and improve customer confidence before checkout.
Suggested homepage message:
14-day hassle-free returns – shop with confidence
This message helps customers understand that they can order with more confidence, while still keeping the return policy controlled and clearly explained.
Online Returns
For online orders, customers have a 14-day legal return option. Returned items must follow strict condition rules.
Products should be returned in a suitable condition, and the return process should be clearly explained so customers understand what is accepted and what is not accepted.
This approach keeps the business compliant while also giving customers confidence when buying online.
In-Store Returns
For in-store purchases, a 14–28 day goodwill return option can be offered.
This should be controlled by the store policy and clearly explained to customers at the time of purchase. The goodwill return option helps improve customer satisfaction while allowing the business to manage returns carefully.
Custom Items
Custom items are not returnable.
This must be clearly stated before the customer completes the purchase. If an item is made, adjusted, personalised, or supplied as a custom order, the customer should understand that it cannot be returned once the order is confirmed.
Hygiene Items
Hygiene items have a strict no-return policy once opened.
If the item has been opened, used, or removed from its original hygiene-safe condition, it cannot be returned. This should be clearly shown on the product page and during the buying process.
Sizing Guides
Sizing guides are very important, especially for workwear products.
Clear sizing guides should be added for items such as boots, PPE, and hi-vis clothing. This helps customers choose the correct size before ordering and can reduce the number of returns caused by sizing issues.
Sizing information should be easy to find on product pages so customers can check measurements before placing an order.
Return Form Inside the Parcel
A return form should be included inside each parcel.
This makes the return process smoother for the customer and helps reduce confusion or disputes. A simple return form gives customers clear instructions and helps the business manage return requests more efficiently.
Important Return Conditions
To keep the return policy clear and compliant, the following should be avoided:
Do not say “No returns on sale items” for online purchases.
Do not offer only store credit instead of a refund within the 14-day online return period.
Do not charge hidden restocking fees.
Keeping these rules clear protects the business and gives customers a better shopping experience.
Recommended Return Setup
The best return setup is:
Online orders: 14-day legal return option with strict condition rules.
In-store purchases: 14–28 days goodwill return option, controlled by store policy.
Custom items: No return, clearly stated before purchase.
Hygiene items: Strict no-return policy once opened.
This structure gives customers confidence, improves trust, and keeps the return process controlled for the business.