This policy has been drafted to set out Manual’s approach to the return of its products. There are a number of pieces of legislation and regulations that may be considered relevant. This document sets out guidance as to how to approach those issues when discussing the issue of returns with our customers.
This is a piece of legislation that sets creates a general right to a refund in respect of certain distance (i.e. online) sales contracts
r10.—(1) Subject to regulation 13, if within the cancellation period set out in regulations 11 and 12, the consumer gives a notice of cancellation to the supplier, or any other person previously notified by the supplier to the consumer as a person to whom notice of cancellation may be given, the notice of cancellation shall operate to cancel the contract.
Certain contracts are exempted from this general right:
r13 (c) [exempted contracts include those] for the supply of goods made to the consumer’s specifications or clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly;
This category will apply to a number of Manual’s personalised products.
Another set of regulations that apply to consumer contracts are The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. These also create a general right to cancel certain distance-selling consumer contracts (r29).
A number of Manual’s products will be exempted from these regulations by virtue of r27.
For non-exempt products, our standard returns period of 14 days will apply.
The Consumer Protection from Unfair Trading Regulations 2008