Need a refund policy

Guidance from worldpay not helping

[djkaytee]

Hello, I'm currently integrating a website, that sells live plants, with Worldpay.

For the integration Worldpay requires that we display a refund policy, and gives the following guidance (I am in the EU):

"If you are based within the EU:
Where you are supplying consumers (i.e. individuals buying for themselves rather than for a business) you should make it explicit that the shopper has the right to cancel within seven days of their contract with you, or seven days of receipt of the goods (whichever is the longer). You must also explain that if the shopper does cancel their order, they will have their payment returned and outline the procedures they must follow to return their goods or services (these requirements ensure you comply with EU regulations). There are variations to these rules where you are supplying services or making customised goods."

Since we are selling live plants, returns are not much help to us. also, i don't feel i should have to refund within 7 days of receipt of the goods.

does anyone have any experience of writing a refund policy appropriate for very perishable goods, and having that policy accepted by Worldpay's checking systems for integration?

thanks for your help, Katie

[Corey Bryant]

Your best protection would be to contact an attorney / solicitor for their opinions on a return policy. This way, you can enter into a relationship with him / her in case something comes up in the future.

If you want to do more research though on the matter yourself, I believe what you need to look for is the Distance Selling Directive if I am remember properly. This might help you with some of the regulations.

[g1smd]

If you are in the UK, and probably anywhere else in Europe for that matter, the Distance Selling Regulations apply to you.

Any goods ordered by mail, and which are unseen before delivery, have to be offered a seven day return. It's the law.