How to Write a Refund Policy

Refund policy template and examples

Here are two examples of refund policies. Note that these templates are not official legal advice and are rather a guideline of how you could structure your own business policy.

Services or project refund policy template

"Didn't love our service? We provide a customer satisfaction guarantee, or your money back. For refunds and issues, reach out to [EMAIL] to fill out our Customer Care Form. Refund requests must be made within 14 days of service completion. If your refund request is accepted, please allow 3-5 business days for a refund to appear on your original method of payment."

Products or physical goods refund policy template

"We accept online returns within 30 days of purchase. Returned items are eligible for a full refund, exchange, or store credit. Items must be received undamaged, in unused condition, and in their original packaging.

To make a return, place your order number and return details into our Returns Form. You can find your order number in your original confirmation email. Shipping and return options can also be found in the form. After receipt of your item, we process returns within 7 working days. Funds received will be sent to your original method of payment."

Be mindful that these templates are not legal advice. Always refer to your state laws or retail regulations for more specific guidance on policy language, or consult with a lawyer for clarity.

See examples for appointment cancellations and refunds

Questions to consider before writing your refund policy

Before you take your refund and return policy online, there are a few factors you should consider to make sure it's solid, comprehensive, and easily understood by the customer. Ensure your policy includes answers to the following questions.

How long should the refund window be, and will I allow refunds indefinitely?

This is dependent on your product and wider policies, but a standard returns window is usually around 30 days. This allows enough time for the customer to review the item and decide whether it's satisfactory. For services and projects, the window might be tied to specific dates of service or project deadlines.

When does it make sense to offer no refunds, and what makes something ineligible to return and refund?

Sometimes the type of product sold may make it ineligible for a refund. Perishable items, certain items of clothing and accessories (such as underwear, bikinis, earrings, and facial jewelry) can raise hygiene concerns if returned or resold to another customer. Additionally, certain terms of sale may make an item refund ineligible, such as a final sale item.

If items in your store fit this category, be sure to list on your website why it's ineligible so customers are aware.

How will I verify returns?

It's important to have policies in place to avoid fraudulent returns. In rare cases, customers might attempt to return items that are used, stolen, or damaged, or claim goods haven't been received.

You can manage this by clearly stating what condition the item needs to be in for a return, like "unworn" or "no visible damage or defects" or requesting photo evidence of damaged items. Lost or stolen packages are more complicated, as it's difficult to verify. In these cases, you may double-check claims alongside evidence from your courier, and choose to refund directly to the purchasing card or offer store credit.

Are there legal requirements for a refund policy?

This is dependent on where you're located, and may differ by state or the financial authority where you live. Reach out to your local government authority or a small business group for specific requirements. If you have access to legal advice, you could also get input from a lawyer when formulating your policy to make sure it doesn't breach guidelines.

Where should I put the refund policy?

Make sure your policies are stated clearly on your website. It might be helpful to list in its own section of an FAQ, Help, or Contact page. You can also link to it in your website footer and order confirmation emails, so the policy is easy to find everywhere customers might interact with you.

Public link

Please use the above public link if you want to share this noodl on another website.