Refund and Return Policy

A refund policy customers can follow and payment processors accept - windows, exclusions and statutory rights in plain words.

100% free. Runs entirely in your browser - your files and data never leave your device and nothing is uploaded to any server.

Template, not legal advice. This is a template, not legal advice. Consumer law sets a floor you cannot write your way under: in the UK and EU customers have a 14-day right to cancel most distance sales regardless of what a policy says, and in the US several states have their own rules. Publish this where a customer can find it before they pay - a policy they only see after checkout is the one that loses a chargeback.

Start from an example

Fills every answer with a worked example you can edit. Pick the one closest to your business.

0 of 6 details filled
Your business
What you sell and where
In the UK and EU a 14-day cancellation right exists whatever your policy says. This adds the clause that acknowledges it.
Your terms

A longer window costs less than you think - it reduces returns rather than increasing them, because urgency is what drives a marginal return.

What you cannot take back
Be specific. A vague exclusion is the one customers argue about, and the one a card issuer decides against you.

Refund and Return Policy

9 sections · 602 words · updates as you type

Refund and Return Policy

Last updated: 13 September 2026

Our policy in short

If you are not happy with what you bought from [Your business name], you have 30 days from delivery to request a refund or exchange.

The rest of this page sets out how, what we can and cannot take back, and how long the money takes to come back to you. If anything here is unclear, email [your contact email] and ask before you buy.

How to request a refund

1. Email [your contact email] with your order number and what is wrong.

2. We reply with a returns reference and the address to send to. Please do not send anything back before you have that reference - unmarked parcels are hard to match to an order.

3. Pack the item securely, include the reference, and send it to [your return address].

4. We inspect it on arrival and process the refund once it passes.

Condition of returned items

Items should come back in the condition you received them - unused, with tags attached and in the original packaging where there was any. You are welcome to inspect an item as you would in a shop; a refund can be reduced if it has been used beyond that.

If an item arrives faulty or damaged, none of this applies. Send us a photograph and we will replace or refund it, and we cover the return postage.

What we cannot accept back

  • Items made or personalised to your order
  • Sealed items that have been opened, where hygiene makes resale impossible
  • Perishable goods

If an item is faulty, none of these exclusions apply. A faulty product is your right to reject, whatever else this policy says.

Who pays the postage

You pay return postage unless the item is faulty or we sent the wrong thing, in which case we cover it. Use a tracked service - until it reaches us the parcel is your responsibility, and an untracked return that goes missing cannot be refunded.

The original delivery charge is refunded when you return a whole order, at the standard rate rather than an express one you chose to upgrade to.

How long refunds take

We process refunds within 5 working days of approving the request, counted from when the item reaches us. The money goes back to the original payment method - we cannot send it anywhere else.

After that it is your bank's timetable, not ours: card refunds usually appear within 3 to 5 working days, but some issuers take up to 10. If it has been longer than that, contact your bank first and then us at [your contact email].

Exchanges

If you want a different size, colour or variant, say so when you request the return and we will reserve the replacement while the original is on its way back. If the replacement costs more we will send a payment link for the difference; if it costs less we refund the difference.

Where the item you want is out of stock we will tell you within two working days and refund instead, unless you would rather wait.

Your legal right to cancel

If you are a consumer in the UK or EU you have 14 days from receiving your order to cancel it for any reason, without giving one. This right exists alongside the policy above, and where our policy is more generous, our policy applies.

To cancel, email us within the 14 days. You then have a further 14 days to send the goods back, and we refund within 14 days of receiving them.

Nothing in this policy affects your statutory rights in relation to goods that are faulty, not as described, or not fit for purpose.

Questions

[Your business name]

[your return address]

[your contact email]

We answer refund emails within two working days.

Generated from a template. Not legal advice - read it before you publish or sign it.

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About this tool

Answer a handful of questions and the document writes itself. It exists for anyone taking money online - a shop, a subscription, a download, or a booking, and before the first sale, and visible before checkout rather than after it is when it is worth twenty minutes. One point that separates a usable version from a copied one: this is the only document in the set that customers actually read, usually with a card in hand. It is also the one payment processors ask for: Stripe, PayPal and Shopify all expect a reachable refund policy, and a chargeback is decided partly on whether it was clear at the point of sale. Every answer changes what comes out. Sections you do not need are left out entirely rather than filled with boilerplate, so a small operation gets a short document and a complicated one gets the clauses it actually needs. Nothing is uploaded. The whole thing is assembled locally, so confidential details stay on your machine and there is no account to create or delete later.

How to use this tool

  1. Answer the questionsBusiness or shop name. Email for refund requests. Return address. Nothing you type leaves the browser.
  2. Watch it assembleClauses appear and disappear as you answer, so the document matches what you actually do rather than a generic template.
  3. Copy or downloadCopy the text, or download as PDF, Word or plain text. The Word version is the one to edit.

Key features

  • Built from your answers, so clauses you do not need are left out rather than padded.
  • Runs entirely in your browser. Nothing uploaded, nothing stored, no account.
  • Says plainly what it is and is not, above the preview rather than in a footer.
  • Free with no watermark, no email wall and no per-document limit.
  • Downloads as PDF, Word or plain text - the Word file is editable with no protection on it.

Common uses

  • Preparing what a client, an app store or a payment processor has asked to see.
  • Anyone taking money online - a shop, a subscription, a download, or a booking.
  • Getting something in place before the first sale, and visible before checkout rather than after it.
  • Giving a lawyer a draft to review rather than paying them to start from nothing.
  • Replacing a copied document that describes a different business.

Tips for better results

  • Keep a copy of each version with its date. When someone asks what your terms said last March, the answer needs to be a file rather than a memory.
  • Download the Word version if you expect to edit it. The PDF is for publishing; the .docx is for changing.
  • Pair it with Terms and Conditions. Publishing one without the other leaves the gap people notice first.
  • Writing "all sales final" while selling to UK or EU consumers. The 14-day right to cancel a distance sale exists whatever the policy says, so that sentence does not prevent the refund - it just tells the customer to dispute rather than ask.

Mistakes to avoid

  • Writing "all sales final" while selling to UK or EU consumers. The 14-day right to cancel a distance sale exists whatever the policy says, so that sentence does not prevent the refund - it just tells the customer to dispute rather than ask.
  • Leaving the placeholder text in. Anything in square brackets is a field you skipped, and readers spot them immediately.
  • Hiding it. A document nobody can find does not do its job - it belongs in the footer of every page.
  • Treating a generated draft as a reviewed one. This is a starting point, and where the stakes are real it is worth a professional reading it.

Frequently asked questions

Answer the questions on the left. The document builds as you type, and you can copy it, or download it as PDF, Word or plain text when it looks right.

No. It assembles a draft from standard clauses, and every page says so above the preview. A vague policy costs twice: the refunds you give anyway, and the chargebacks you lose because there was nothing clear to point the card network at.

Yes - free, no signup, no email required and no watermark. It runs in your browser, which is why it costs nothing to provide.

No. Everything happens on your device - nothing is sent to a server, nothing is stored, and closing the tab clears it.

Broadly, anyone taking money online - a shop, a subscription, a download, or a booking. The best time to do it is before the first sale, and visible before checkout rather than after it.

Yes. Download the Word version and change anything you like - it is a normal .docx with no protection on it.

Writing "all sales final" while selling to UK or EU consumers. The 14-day right to cancel a distance sale exists whatever the policy says, so that sentence does not prevent the refund - it just tells the customer to dispute rather than ask.

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