Free return and refund policy template

    A complete return and refund policy for an online store. It has 12 sections, from the return window and refund method to damaged items, international returns and subscription cancellations. Set your own rules in the brackets and delete what does not apply.

    Free, no signup · Updated October 2026 · How we write and check this

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    How to use this template

    1. Copy the template below, or download it as a Word or PDF file.
    2. Delete the sections that don't apply to you. Each one has a note further down saying when you need it.
    3. Replace every highlighted [bracket] with your own details. Search the finished text for "[" to check you got them all.
    4. Publish it as its own page, link it from your site footer, and set the date at the bottom.
    5. If your business carries real legal risk, have a lawyer review it. A template is a starting point, not legal advice.

    The full return policy template

    12 sections. Placeholders are highlighted.

    Return & Refund Policy

    Template for [Your Company Name]

    1. Overview

    Thank you for shopping with [Your Company Name]. We want you to be completely satisfied with your purchase. If you are not satisfied, you may return eligible items within [30/60/90] days of delivery for a full refund, exchange, or store credit, subject to the terms outlined below.

    2. Return Eligibility

    To be eligible for a return, items must:

    • Be within [30/60/90] days of the delivery date
    • Be in original, unused condition with all tags and packaging intact
    • Include the original receipt or proof of purchase
    • Not be a non-returnable item (see Section 5)

    Items that show signs of use, damage not caused by shipping, or missing original packaging may be subject to a restocking fee or may not be accepted for return.

    3. Refund Process

    Once your return is received and inspected, we will notify you of the status of your refund:

    • Approved Refunds: Refunds will be processed to your original payment method within [5-10] business days.
    • Credit Card Refunds: Please allow an additional [3-5] business days for the refund to appear on your statement.
    • Store Credit: If you prefer store credit, it will be issued immediately upon approval and will not expire.
    • Partial Refunds: In certain situations, we may issue a partial refund (e.g., items returned after the standard window, items not in original condition).

    4. Exchanges

    If you would like to exchange an item for a different size, color, or product:

    • Contact us at [returns@yourcompany.com] within [30/60/90] days of delivery
    • We will provide instructions for returning the original item
    • The replacement item will be shipped once we receive the returned item
    • If the replacement item is a different price, we will charge or refund the difference

    For the fastest exchange, we recommend returning the original item for a refund and placing a new order for the desired item.

    5. Non-Returnable Items

    The following items cannot be returned or exchanged:

    • Gift cards and downloadable software
    • Perishable goods (food, flowers, etc.)
    • Personal care items (opened cosmetics, hygiene products)
    • Custom or personalized orders
    • Items marked as "Final Sale" or "Non-Returnable"
    • [Hazardous materials]
    • [Intimate apparel]

    Digital products and subscriptions are non-refundable once accessed or activated, unless required by applicable law.

    6. Return Shipping

    • Customer-Initiated Returns: The customer is responsible for return shipping costs unless the item is defective or we made an error.
    • Defective/Incorrect Items: We will provide a prepaid return shipping label at no cost to you.
    • Shipping costs are non-refundable. If you received free shipping on your original order, the actual shipping cost may be deducted from your refund.

    We recommend using a trackable shipping service and purchasing shipping insurance for returns, as we cannot guarantee receipt of your returned item.

    7. Defective or Damaged Items

    If you receive a defective, damaged, or incorrect item:

    • Contact us within [48 hours / 7 days] of delivery at [returns@yourcompany.com]
    • Include photos of the damage or defect and your order number
    • We will provide a prepaid return label and ship a replacement or issue a full refund at your choice
    • You do not need to return the defective item in some cases (we will let you know)

    8. International Returns

    For international orders:

    • Returns must be shipped within [30/60/90] days of delivery
    • Customers are responsible for return shipping costs and any customs duties or taxes
    • Refunds will be processed in the original currency of purchase
    • Shipping times for international returns may be longer

    Please contact us before shipping an international return for specific instructions.

    9. Holiday/Extended Returns

    For purchases made during [November 1 to December 31], the return window is extended to [January 31] of the following year. All other return conditions still apply.

    10. Marketplace and Third-Party Seller Returns

    [If applicable] Our platform may include products sold by third-party sellers or marketplace vendors. Returns for items purchased from third-party sellers are subject to the following terms:

    Third-Party Seller Return Policies:

    • Items sold by third-party sellers may be subject to the seller's own return policy, which may differ from our standard return policy
    • The seller's return policy will be displayed on the product listing page at the time of purchase. Please review it carefully before ordering
    • [Your Company Name] is not responsible for the return policies of third-party sellers

    How to Initiate a Marketplace Return:

    • Navigate to your order history and select the item you wish to return
    • The system will direct your return request to the appropriate seller
    • The seller will respond within [2-5] business days with return instructions
    • If you do not receive a response or the seller does not resolve your issue within [7] days, you may contact our customer support team at [returns@yourcompany.com] for assistance

    Marketplace Buyer Protection:

    • If a third-party seller fails to honor their stated return policy, [Your Company Name] may intervene under our Buyer Protection Program
    • Buyer Protection covers items that are significantly not as described, defective, or never delivered
    • Claims must be filed within [30] days of the delivery date (or expected delivery date for undelivered items)
    • Refunds issued under Buyer Protection will be processed to your original payment method within [5-10] business days

    [Your Company Name] reserves the right to remove any third-party seller from our marketplace who consistently fails to honor their return commitments.

    11. Subscription Cancellation

    [If applicable] If you have purchased a subscription or recurring service from [Your Company Name], the following cancellation terms apply:

    How to Cancel Your Subscription:

    • Log in to your account and navigate to [Account Settings > Subscriptions / Billing]
    • Select the subscription you wish to cancel and click "Cancel Subscription"
    • Alternatively, you may contact our support team at [support@yourcompany.com] or call [Your Phone Number]
    • You will receive a confirmation email once your cancellation has been processed

    Cancellation Timing and Access:

    • You may cancel your subscription at any time during the billing cycle
    • Upon cancellation, you will continue to have access to your subscription benefits until the end of the current billing period
    • Your subscription will not renew after the current period ends
    • No further charges will be made to your payment method after the cancellation is processed

    Pro-Rating and Refunds:

    • [Monthly subscriptions: No partial refunds are issued for the remaining days of the current billing period / Monthly subscriptions: A pro-rated refund will be issued for the unused portion of the current billing period]
    • Annual subscriptions: If you cancel within [14/30] days of your annual renewal, you are eligible for a [full / pro-rated] refund. After this grace period, no refunds will be issued for the remainder of the annual term
    • Free trial cancellations: If you cancel before the end of your free trial period, you will not be charged

    Grace Period:

    • New subscribers have a [7/14/30]-day grace period during which they may cancel for a full refund, regardless of usage
    • Renewal charges: If you were charged for a renewal you did not intend, contact us within [48 hours / 7 days] of the charge for a full refund

    Pausing a Subscription:

    • [If applicable] Instead of canceling, you may pause your subscription for up to [1/3/6] months by visiting [Account Settings > Subscriptions > Pause]
    • While paused, you will not be charged and your benefits will be temporarily suspended
    • Your subscription will automatically resume at the end of the pause period

    12. Contact Us

    If you have any questions about returns, refunds, or exchanges, please contact us:

    [Your Company Name]

    Email: [returns@yourcompany.com]

    Phone: [Your Phone Number]

    Address: [Your Company Address]

    Customer service hours: [Monday-Friday, 9AM-5PM EST]

    Last Updated: [Date]

    WordPDF

    What each section does

    1. Overview
    One paragraph on what the policy covers. Put your return window here too, because it is what most shoppers look for.
    2. Return Eligibility
    The window and the condition items must be in. In the EU and UK, consumers who buy online generally have 14 days to cancel without giving a reason, so do not offer those customers less.
    3. Refund Process
    How and when you refund. Under EU and UK rules you generally refund within 14 days, and you can wait until the goods come back or the customer shows proof of return.
    4. Exchanges
    Whether you offer exchanges and how they work.
    5. Non-Returnable Items
    Items you will not take back, such as perishables, personalised goods or opened hygiene products. EU and UK law lists the allowed exceptions, so check yours fit.
    6. Return Shipping
    Who pays for return shipping. Under EU and UK rules, the customer pays only if you told them before they bought.
    7. Defective or Damaged Items
    Faulty items are separate from change of mind returns. Customers keep their legal rights for faulty goods whatever your policy says.
    8. International Returns
    How returns work from other countries, including customs and duties.
    9. Holiday/Extended Returns
    Longer windows over the holidays. Delete it if you don't offer one.
    10. Marketplace and Third-Party Seller Returns
    For marketplaces where other sellers set their own policies, and for drop shipping stores where the supplier handles returns. Say where customers send items back.
    11. Subscription Cancellation
    Keep it if you sell subscriptions. Explain how to cancel online and what happens to the current billing period.
    12. Contact Us
    Give a working email and a returns address.

    Template or generator?

    This template is enough when

    • You run a small online store selling physical products
    • You sell mainly in one country
    • Your return rules are simple: one window, one refund method

    Use the return policy generator when

    • You sell digital products, services or subscriptions as well as goods
    • You sell to customers in the EU or UK and need the 14 day cancellation rules covered properly
    • You sell on several marketplaces with different return rules
    • You want the policy hosted and kept up to date for you

    Where to put your return policy

    • On its own Returns page, linked from the footer and from your shipping page.
    • On product pages, at least the return window.
    • At checkout and in order confirmation emails.
    • In your marketplace seller settings, matched to the marketplace's own return rules.

    Laws and guidance behind this template

    These are the primary sources the notes on this page rely on. Rules differ by country and change over time, so check the ones that apply to you.

    Return policy template FAQ

    Is this return policy template really free?

    Yes. Copy it or download the PDF or Word file and use it for your own website or app. You do not need an account or an email address.

    Is a return policy legally required?

    In the US no federal law requires one, but some states require shops to post their policy if they don't offer full refunds. In the EU and UK, online shoppers have a legal 14 day right to cancel, and you must tell them about it before they buy.

    What is a reasonable return window?

    Many US online stores offer 30 days. For online sales to consumers in the EU and UK, 14 days is the legal minimum. A longer window can help sales, so set the longest one you can afford.

    Can I charge a restocking fee?

    In the US, yes, if you say so before purchase. In the EU and UK you cannot charge a fee for using the 14 day right to cancel, though you can reduce the refund if goods were handled more than needed to inspect them.

    Do I need a different policy for digital products?

    Usually. In the EU and UK, customers lose the right to cancel digital content once the download starts only if they agreed to that and acknowledged losing the right. Build those steps into checkout.

    Is a return policy the same as a refund policy?

    Often they are one document. A return policy covers sending goods back. A refund policy covers getting money back, including for services and subscriptions. This template covers both.

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