Refunds, Complaints and Customer Care Policies

Why is it important to provide clear information about refunds, complaints and customer care policies?

It gives customers confidence that if there's a problem, it will be dealt with properly and fairly
It gives you the opportunity to remind the customer of their responsibilities when shopping
It provides clear and consistent guidance for staff on dealing with returned goods, complaints and other customer care issues.

How Should This Information be Made Available?

This information can be provided in a number of ways and it is recommended that all of the following methods be used if and where possible:

Through face to face contact with a member of staff or manager
By telephone
Via the website
At point of sale
Information on the till receipt, invoice or contract
Notices on display.

Templates for Refunds and Complaints Policies

Refunds

Please note that this is an example only and should be amended as necessary.

Our Refund Policy

Please note that you are not entitled to a refund if you simply change your mind or if the goods are not faulty.

If goods are faulty, we will offer you a repair, replacement, partial or full refund, depending on the circumstances and how long you have had the goods.

Please keep your receipt – it is the best proof of purchase if you have a problem. If you do notice a problem, please let us know as quickly as possible.

Jane Bloggs
Store Manager
Any Shop
113 Any Road
Anytown
RH1 1HR

Telephone: 028 280 2820
Email: jbloggs@anyshop.co.uk

Complaints

Please note that this is an example only and should be amended as necessary.

What To Do If You Have a Complaint

We want our customers to be happy. If the goods you have bought from us are faulty or you have not received the best standard of customer care from us, we want to hear from you.

If you have a query or problem, please contact the Store Manager/Head of Customer Services/one of our members of staff [amend as applicable] using the details below:

Jane Bloggs
Store Manager
Any Shop
113 Any Road
Anytown
RH1 1HR

Telephone: 028 280 2820
Email: jbloggs@anyshop.co.uk
Website: www.anyshop.co.uk