Return Policy Template

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Return Policy Page 1
4.8 (36 reviews)
Updated Feb 29, 2024
~ 2 pages
A refund and return policy is a set of rules and procedures a business establishes to govern the process of returning purchased items for refunds, exchanges, or credits. It outlines the terms under which customers can request returns and businesses' actions to manage these requests effectively. Download this free PDF form and fill it out in minutes at ease.
This template is available in one format.
Paper titled "Return Policy"; cashier talking to the client carrying boxes to return; another client reviewing T-shirts

Refund and return policies are essential to business operations, providing clarity and guidelines for customer transactions. A refund and return policy is a set of rules and procedures a business establishes to govern the process of returning purchased items for refunds, exchanges, or credits. It outlines the terms under which customers can request returns and businesses' actions to manage these requests effectively. 

Businesses across various industries that engage in customer transactions, retail sales, or e-commerce can benefit from implementing transparent and customer-friendly refund and return policies to facilitate smooth and transparent dealings with their clients.

When to Use Return Policy

Implementing a return policy is advantageous for any business that sells products or services to customers. Utilizing a return template can significantly aid in creating a clearly defined policy, which is crucial in establishing transparent customer expectations, improving customer satisfaction, and reducing the likelihood of disputes or misunderstandings related to returns and refunds.


The essential parties concerned in a return policy are:

  • Business/Seller: The company or seller is responsible for setting the return policy and enforcing its terms. They have a vested interest in managing returns and exchanges in a way that aligns with their business objectives, customer satisfaction, and legal obligations.

  • Customer/Buyer: The customer, the buyer, is the individual or entity purchasing products or services from the business. They are subject to the terms and conditions outlined in the return policy when seeking a return, exchange, or refund.

Key Terms

  1. Eligibility: Clearly define the criteria for return eligibility, such as time limits, product condition, and proof of purchase. Specify any specific requirements for different types of products or services.
  2. Process: Outline the step-by-step process for customers to follow when initiating a return. Include instructions for contacting customer service, providing necessary documentation, returning the item, and receiving a refund or exchange.
  3. Refunds: Explain how refunds will be processed, including whether the customer will receive a full refund or if any fees or restocking charges will be deducted. State the refund method and timeline for reimbursement.
  4. Exchanges and Store Credits: If exchanges or store credits are offered instead of refunds, detail the conditions and limitations of these options. Specify any expiry dates or restrictions on the use of store credits.
  5. Exceptions and Limitations: Communicate any items or situations that are not eligible for returns, such as final sale items, personalized products, or items damaged due to customer misuse.

How to Write Return Policy

When crafting a return policy, consider the following four points:

  1. Eligibility criteria for returns within the 30-day return policy template:
    This includes specifying whether the item must be unused, unopened, or in its original packaging to be eligible for return. Clearly define the timeframe within which returns are accepted, whether a specific number of days from the date of purchase or delivery. Clarifying these aspects helps customers understand the requirements and deadlines associated with their returns.

  2. Clear instructions on how customers should initiate a return:
    Explain the steps they must follow, such as contacting customer support, filling out a return request form, or using an online return portal. Include information on any required documentation, such as proof of purchase or order details.

  3. Clearly articulate available choices for customers:
    These can be the possibility of receiving a refund, store credit, or exchanging the product for an alternative item. Provide comprehensive information about any potential limitations or conditions tied to each option, such as the non-returnable nature of specific items or restocking fees.

  4. Clearly describe when items should be returned to be eligible for a refund or exchange:
    Specify if the item must be in its original condition, unused, unopened, or with all accessories and packaging intact. Include guidelines for customers on how to package the item appropriately for return shipment.

By considering these four points and utilizing a store policy template, businesses can create a transparent and customer-friendly return policy that ensures a smooth and satisfactory return experience for the company and the customers.


Remember, when drafting a return policy, it is vital to comply with local consumer protection laws and regulations. To help you get started, consider using a shipping and return policy template, which can be tailored to fit your business needs.

Carefully crafted return policy and a no-return policy template are invaluable resources for businesses to establish transparent guidelines for returns and exchanges. This policy delivers clarity to customers and safeguards the business's interests. 

By adhering to the outlined guidelines, incorporating key terms, and considering critical factors, businesses can develop a return policy that maximizes customer satisfaction while remaining compliant with applicable laws and regulations. Consider referencing a sample returns policy during drafting to ensure accuracy and adherence to local laws and regulations. Seeking legal advice is also recommended to guarantee the policy's reliability and alignment with legal requirements.