Also under the EU Distance Selling Directive, you must accept goods for return within 7 working days. Provided you make this clear in your terms and conditions, your customers are responsible for the cost of returning the goods. However, you must refund the full cost of the products you sold along with the charge made for delivery. You are not entitled to charge a ’restocking fee’. There are a few exceptions to this right, for instance in the case of goods made-to-order, but the unconditional right applies to the vast majority of purchases made over the internet or by telephone.
Download the full version of the free ebook for Selling Successfully Online which includes over 300 top tips.