[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-174617-105":3,"detail-sidebar-cat-1-en-105":81,"doc-detail-174617-en":126},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":74,"head_meta":76,"extra_data":78,"updated_unix":80},105,"en","order-confirmation-email-template-cancellation-and-returns","Order Confirmation Email Template - Cancellation and Returns","","Order Confirmation Email Template provides model terms to help businesses meet consumer protection requirements for distance contracts under the Electronic Commerce (EC Directive) Regulations 2002 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. It specifies what order confirmation must include on a durable medium, how to clarify whether the email is acceptance or acknowledgement, and sets cancellation and return rules, including timelines, refund handling, and exceptions for personalised, perishable, hygiene-sealed, and unsealed goods.",{"@graph":14,"@context":73},[15,34,56],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/template/","Template",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/template/letters/","Letters",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/template/order-confirmation-email-template-cancellation-and-returns/174617/",4,{"url":32,"name":10,"@type":35,"image":36,"author":41,"headline":10,"publisher":44,"fileFormat":47,"inLanguage":8,"description":12,"dateModified":48,"datePublished":49,"encodingFormat":47,"isAccessibleForFree":50,"interactionStatistic":51},"DigitalDocument",{"url":37,"@type":38,"width":39,"height":40},"https://docshare.wps.com/thumbnails/order-confirmation-email-template-cancellation-and-returns/174617.png","ImageObject",442,249,{"name":42,"@type":43},"Noah","Person",{"url":19,"name":45,"@type":46},"DocShare","Organization","application/octet-stream","2026-10-20","2026-09-02",true,{"@type":52,"interactionType":53,"userInteractionCount":55},"InteractionCounter",{"@type":54},"ViewAction",11,{"@type":57,"mainEntity":58},"FAQPage",[59,65,69],{"name":60,"@type":61,"acceptedAnswer":62},"What is the purpose of the order confirmation email template?","Question",{"text":63,"@type":64},"It helps website traders comply with legal obligations for distance contracts by providing confirmation on a durable medium with required information under the 2013 Consumer Contracts Regulations.","Answer",{"name":66,"@type":61,"acceptedAnswer":67},"How should the email indicate whether it is acceptance or acknowledgement?",{"text":68,"@type":64},"The email must clearly state whether it communicates acceptance of the order or only receipt. If it is only acknowledgement, it should explain when acceptance is deemed to occur (e.g., when goods are dispatched or services begin).",{"name":70,"@type":61,"acceptedAnswer":71},"What are the cancellation and return rules for goods and services?",{"text":72,"@type":64},"For goods, cancellation ends 14 days after delivery of the last item if delivered separately; for services, it ends 14 days after the contract is entered. Customers must contact to cancel, may use a model form, and must return dispatched goods at their own cost within 14 days of cancellation, with reimbursement within 14 days under the stated conditions.","https://schema.org",{"og:url":32,"og:type":75,"og:title":10,"og:site_name":45,"og:description":12},"article",{"robots":77,"canonical":32},"index,follow",{"doc_id":79,"site_id":7},174617,1788315019,{"code":4,"msg":82,"data":83},"success",[84,88,93,98,103,108,113,117,122],{"id":55,"doc_module":22,"doc_module_name":25,"category_name":85,"show_sort_weight":86,"slug":87},"Presentations",90,"presentations",{"id":89,"doc_module":22,"doc_module_name":25,"category_name":90,"show_sort_weight":91,"slug":92},12,"Resumes",80,"resumes",{"id":94,"doc_module":22,"doc_module_name":25,"category_name":95,"show_sort_weight":96,"slug":97},14,"Invoices",70,"invoices",{"id":99,"doc_module":22,"doc_module_name":25,"category_name":100,"show_sort_weight":101,"slug":102},15,"Posters",60,"posters",{"id":104,"doc_module":22,"doc_module_name":25,"category_name":105,"show_sort_weight":106,"slug":107},16,"Social Media",50,"social-media",{"id":109,"doc_module":22,"doc_module_name":25,"category_name":110,"show_sort_weight":111,"slug":112},17,"Forms",40,"forms",{"id":114,"doc_module":22,"doc_module_name":25,"category_name":29,"show_sort_weight":115,"slug":116},18,30,"letters",{"id":118,"doc_module":22,"doc_module_name":25,"category_name":119,"show_sort_weight":120,"slug":121},21,"Paper Templates",5,"papers-templates",{"id":123,"doc_module":22,"doc_module_name":25,"category_name":124,"show_sort_weight":4,"slug":125},158,"General","general-158",{"code":4,"msg":82,"data":127},{"doc_id":79,"user_id":128,"nickname":42,"user_avatar":129,"doc_module":22,"category_id":114,"category_name":29,"doc_title":10,"doc_description":12,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":55,"is_deleted":4,"is_public":22,"is_downloadable":22,"audit_status":22,"page_count":33,"language":135,"language_code":8,"site_id":7,"html_lang":8,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":12,"update_tm":80,"read_time":26},8796095462418,"https://ap-avatar.wpscdn.com/avatar/80000253c1241d02b47?x-image-process=image/resize,m_fixed,w_180,h_180&k=1778826106357471780","Order Confirmation Email Template\nIntroduction\nThese model terms are an attempt to help businesses comply with their obligations under 2 key pieces of consumer protection legislation:\nThe Electronic Commerce (EC Directive) Regulations 2002\nThe Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013\nUnder the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the case of a distance contract the trader must give the consumer confirmation of the contract on a durable medium. The confirmation must include all the information referred to in Schedule 2\nThe purpose of this template is to ensure website traders comply with these obligations.\nPartnering this Order Confirmation Email Template are our Model Terms and Conditions for Internet websites. Please refer to this document separately.\nFor further guidance on distance selling law, please refer to the Implementing Guidance produced by the Department for Business Innovation and Skills.\nImportant\nItems in green are explanatory only and should be deleted from these terms upon completion. Items in red relate to matters that you must include. Some items may not be applicable to your business - complete and include them as appropriate. Delete them if they do not apply. Text shown in black represent the core terms that are needed to comply with the legislation. Variations in wording are acceptable, provided their general meaning remains.\n______________________________________________________________\nSTART HERE:\n[Insert details of items ordered, including price and delivery charges]\n[\n[\n[\n[\n[insert name]\n[insert geographical address]\n[insert email address] (where available)\n[insert telephone number] (where available)\n[insert fax number] (where available)\n(where the trader is acting on behalf of another trader):\nWe act on behalf of behalf of another trader, namely [insert name], of [insert geographical address].\n(Limited companies only):\nCompany registered office address:  [insert address]\nCompany registration number: [insert number]\nRegistered in [insert country of registration]\nVAT number: [insert number]\nStatus of email:\nThe email should make it clear as to whether it communicates acceptance of the order, or just acknowledgement that it has been received. Usually, under contract law, if a customer places an order he/she is making an offer to buy goods or services from the seller. Once the seller accepts the offer they are contractually bound to supply the items ordered. If the email merely communicates acknowledgement of the order you should make it clear exactly when your acceptance is deemed to take place (for example, when the goods are dispatched, or when the service commences.)\n[Example]\nThis email is confirmation that we have received your order. It is not an acceptance of your order – this will be deemed to take place when we dispatch your order.\nCancellation and returns\nYou have the right to cancel any contract made with us. If you have ordered goods from us, the cancellation period ends at the end of 14 days after the day on which the goods are delivered to you. If you have ordered multiple items in one order and they are delivered separately, the cancellation period ends at the end of 14 days after the day on which the last of the goods are delivered to you.\nIf you have ordered services from us, the cancellation period ends at the end of 14 days after the day on which the contract is entered into.\nTo cancel your order please contact us. We advise you contact us in writing. You may use our model cancellation form, but you do not have to. You do not have to give any reason for cancellation. However, a brief explanation may help us to improve the service we offer to customers in the future.\nWe reserve the right to refuse cancellation in respect of the following:\ngoods that are made to the consumer’s specifications or are clearly personalised\ngoods which are liable to deteriorate or expire rapidly\nsealed goods whi","cbCaib1IPBsvx9v0","https://ap.wps.com/l/cbCaib1IPBsvx9v0","doc",40960,"English","# Order confirmation email template\n## Compliance purpose and legal basis\n## Important instructions for editing terms\n## Start section: item, party, and contact details\n## Email status: acknowledgement vs acceptance\n## Cancellation and returns\n## Faulty goods","[{\"question\":\"What is the purpose of the order confirmation email template?\",\"answer\":\"It helps website traders comply with legal obligations for distance contracts by providing confirmation on a durable medium with required information under the 2013 Consumer Contracts Regulations.\"},{\"question\":\"How should the email indicate whether it is acceptance or acknowledgement?\",\"answer\":\"The email must clearly state whether it communicates acceptance of the order or only receipt. If it is only acknowledgement, it should explain when acceptance is deemed to occur (e.g., when goods are dispatched or services begin).\"},{\"question\":\"What are the cancellation and return rules for goods and services?\",\"answer\":\"For goods, cancellation ends 14 days after delivery of the last item if delivered separately; for services, it ends 14 days after the contract is entered. Customers must contact to cancel, may use a model form, and must return dispatched goods at their own cost within 14 days of cancellation, with reimbursement within 14 days under the stated conditions.\"}]","Order Confirmation Email Template - Cancellation and Returns | DOC"]