We understand that from time to time you may wish to return a product to us.
We have created this [28/30/60/90]-day returns policy to enable you to return products to us in appropriate circumstances.
[This returns policy applies [to customers in England and Wales / irrespective of your geographical location].]
This policy does not affect any statutory rights2 you may have (such as consumer rights under the Consumer Protection (Distance Selling) Regulations 2000).
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:
(a) we receive the returned product within [28/30/60/90] days following the date of [purchase / delivery] of the product;
(b) the returned product is unused, in its original [unopened] packaging [(with any seal or shrink-wrap intact)][, with any labels still attached,] and otherwise in a condition enabling us to sell the product as new;
(c) you comply with the returns procedure set out below; and
(d) none of the exclusions set out below apply.
(3) Returns procedure
In order to take advantage of your rights under this returns policy, you must Return Items in The Same Condition as sent within 28 Working Days.
Products returned under this policy must be sent [by recorded delivery] to:
I Am Bookshop The Books Centre 185 Old Kent Road London SE1 5NA.
[You will be responsible for paying postage costs associated with returns under this policy.]
The following kinds of products may not be returned under this policy:
[(a) food, drink and any other products liable to deteriorate within the period set out in Section 1 and 2 above;
(b) DVDs, CDs and other audio or video or audio-visual recordings;
(c) computer software (whether on CD-ROM, DVD-ROM or otherwise);
(d) newspapers, periodicals, magazines or similar products;
(e) toiletries and cosmetics;
(f) any product made to your specification;
(g) any product made to order;
(h) any product personalised or adapted for you;
(i) gift vouchers.]
We will give you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy ([including / excluding] the original delivery charges and [including / excluding] the costs of returning the product to us).
We will usually refund any money received from you [using the same method originally used by you to pay for your purchase / cheque].
We will process the refund due to you as soon as possible and, in any event, within  days following the day we received your returned product.
(6) Improper returns
Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.
(7) About us
Our full name is [name].
Our [registered office is [address] and our] principal trading address is [address].
[Our company registration number is 
Our email address is [firstname.lastname@example.org].
[Our VAT number is [GB864504811]
1This returns policy template is intended for use on websites that want to offer their customers some extra-statutory returns rights (in line with practice in most large retailers). It should be used in conjunction with a “terms of sale” document incorporating appropriate provisions concerning customers' statutory rights (e.g. under the Distance Selling Regulations). It is drafted for use in relation to both consumers and businesses.
2You should retain this statement: it is a requirement of the Sale and Supply of Goods to Consumers Regulations 2002.