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Returns and refunds: Is your policy up-to-date?

Posted by John Williams

Taking effect from October 1st 2015, a new UK Consumer Rights Act will introduce changes to provide shoppers – and the businesses who sell to them - with improved protection. Of particular note is a change concerning the return and refund of goods. As we know, hassle-free returns are a very important part of the customer experience, with shoppers unlikely to make a repeat purchase if it is difficult for them to return unwanted goods. It is worth mentioning that almost two-thirds (63%) of respondents from a comScore study in 2012 said they looked at a seller's returns policy prior to making a purchase, and 62% had returned a product bought online. It is essential to know your customers' rights as consumers so that you can provide the highest level of customer service.

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