Refund Policy

A Legal Disclaimer

The information provided on this page is a general and high-level explanation of how to create a Refund Policy. It is notlegal advice and should not be used as a substitute for consultation with a licensed attorney.

We do not know the specific refund terms you intend to set between your business and your customers, so you should not rely on this content as legal guidance. For help understanding and drafting your actual Refund Policy, we recommend that you speak with a qualified legal professional who can ensure your policy is valid and compliant with the laws in your region.

Refund Policy - The Basics

A Refund Policy is a legally binding agreement that outlines the terms and conditions under which your business offers refunds to customers. It defines the rules around returns, exchanges, and money-back guarantees, and is especially important for online businesses that sell physical products.

Depending on where your business operates, consumer protection laws may require you to publish a clear refund or return policy. Even when it’s not legally required, having a transparent refund policy can help build trust, reduce disputes, and protect your business from legal claims related to unsatisfactory products or services.

What To Include In The Refund Policy

Although refund policies will vary depending on the type of product or service you sell, most policies address these common elements:

Timeframe for Requesting a Refund
Clearly state how long customers have to request a refund (e.g. 14 days, 30 days) after receiving their order.
Refund Type
Will refunds be full, partial, or store credit only? Make this clear.
Eligibility Conditions
Specify under what conditions customers can receive a refund — for example, the item must be unused, in original packaging, or accompanied by a receipt.
Exclusions
List any non-refundable items (e.g., final sale, limited edition products, gift cards, opened accessories, etc.).
Return Process
Outline the steps for requesting a refund, including how to contact customer support, return shipping requirements, and how long it may take to process.
Shipping Costs
State whether customers are responsible for return shipping or if it's covered by your business.
Damaged or Incorrect Items
Explain your process for handling items that arrive defective, damaged, or incorrect — and what proof (e.g., photos) customers need to provide.