Refund policies
A clear refund and returns policy for an online or physical shop, in the customer's terms.
Set out when and how customers get refunds.
- Business / Legal document
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Key features
Nothing here takes your rights away
A statement that the policy does not reduce any right a customer already has, and that a better right applies.
Returns window and conditions
A return period you write in, what it runs from and the condition required, with exclusions such as personalised or made-to-order items.
Faulty items and how to ask
What to do if an item arrives damaged or not as described, how to ask for a refund and a reply time you set.
Postage, refund timing and partial refunds
Who pays return postage, when and how refunds are made, and when part of the price may be refunded.
Exchanges, sales, gifts, services and digital items
Separate sections for each, plus cancelling before dispatch and a second look at any decision.
About this document
A refund policy explains when a business will refund or exchange something and how to ask. It covers when an item can be returned and in what condition, what cannot be taken back, faulty items, how to ask, sending items back, when and how refunds are made, partial refunds, exchanges, sale items, gifts, services and subscriptions, digital items and cancelling before dispatch.
This blank form is completed with your own terms and published. It says plainly that nothing in it takes away any right the customer has where they live. Consumer rights on returns, refunds and faulty goods differ by place and may go further than your policy, so check what applies and do not promise less than the law gives.
Is this document right for you?
Useful when
- You sell goods or services and want a published returns policy
- You sell gifts, digital items or subscriptions with different rules
- You want customers to know how to ask for a refund
Commonly used by
- Online shops and small retailers
- Subscription and digital sellers
- Makers selling through their own site
Not sure? about your situation first.
Alternatives
These are separate documents, for different jobs.
- E-commerce policiesThe policies an online store shows its customers.View document
- Website terms and conditionsThe rules visitors agree to when using your website.View document
- Complaint LetterPut a complaint about a product or service in writing.View document
- Online marketplace agreementsSet the terms between a marketplace and its sellers.View document
When to use this
- A shop sets a return period and conditions
- A seller explains what cannot be returned
- A business states how subscriptions are cancelled
What happens next
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Questions
About the refund policies
That depends on where you sell and what you sell. The form leaves your return period and conditions blank, and says it does not reduce any right the customer has.
Still have a question? .