UK consumers have strong statutory rights around returns — the Consumer Rights Act 2015 gives customers 30 days to return faulty goods for a full refund, and the Consumer Contracts Regulations 2013 give customers 14 days to cancel online purchases and return items for any reason. As an overseas brand selling to UK consumers, you are bound by UK consumer law regardless of where your business is based, and failing to honour returns correctly risks chargebacks, negative reviews and regulatory action.
Managing returns from overseas is logistically complex. If UK customers must return goods to an overseas address, the international shipping cost is often prohibitive — leading to disputed transactions or customers keeping goods while claiming refunds. The most practical solution for overseas brands with meaningful UK sales volume is a UK 3PL to handle returns domestically. PackPro receives returns at our Essex warehouse, inspects and grades each item, and restocks sellable units — with the full process visible in real time through our WMS.
Returned stock that passes inspection is restocked and available for resale within 24–48 hours of receipt. Items that are damaged, missing components or in unsellable condition are photographed, logged and held for your instruction. For brands selling on Amazon FBM, PackPro's returns handling keeps your return dissatisfaction rate within Amazon's required thresholds. A UK-based returns address also improves conversion rates — UK consumers are more likely to purchase when returns do not require international postage.