Four Disclosures Most UK Online Sellers Still Omit, According to The SRX Formula

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Price and returns are usually disclosed. Timelines and response times usually are not — and those are the two that generate the complaints.
Delivery timelines and support response times are the two pieces of information United Kingdom online sellers most frequently leave undisclosed before purchase. The SRX Formula has published a four-point standard covering both and applied it to its own store.

LONDON – 13 August, 2026 – United Kingdom online sellers disclose pre-purchase information inconsistently, with delivery timelines and expected support response times the two items most frequently absent. The SRX Formula, a UK company, today published a four-point standard covering what a customer should be able to confirm before ordering, and confirmed it applies each point to its own store.

Price and returns terms are now disclosed by most sellers, partly through regulation and partly through convention. Timelines and response times are not, and they are the two variables that determine whether a customer feels misled after ordering.

“Nobody complains about a five-day delivery they were told about,” a spokesperson for The SRX Formula said. “They complain about a five-day delivery they assumed was two. The information gap creates the complaint, not the timeline.”

The four points

The standard covers the total figure payable with nothing added at checkout; the delivery timeline stated before the order is placed; returns terms published in full rather than summarised; and a stated response time for customer contact.

Applied before published

The company said it deliberately restricted the standard to commitments already in force on its own store, to keep the document a description of practice rather than a statement of intent.

“Publishing a standard you do not meet is worse than publishing nothing,” the spokesperson said.

Open to other sellers

The SRX Formula said the four points are published without restriction and can be adopted by any seller wishing to state the same terms.

About The SRX Formula

The SRX Formula is a United Kingdom company selling through its own online store, operating a single-price checkout and a published four-point disclosure standard covering price, delivery timelines, returns and contact response times. More information is available at thesrxformula.com.

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