Our Return & Refund Policy template lets you get started with a Return and Refund Policy agreement. This template is free to download and use.
According to a TrueShip study, over 60% of customers review a Return and Refund Policy before they make a purchasing decision.
It's the single most important agreement your ecommerce store needs to have as it can affect your retention rate.
A Return and Refund Policy is the agreement where you inform customers about your policies regarding returns and refunds.
It usually includes the following pieces of information:
Most ecommerce stores should have a Return or Refund Policy. This includes retail stores as well.
Customers must be informed about their rights to refunds. This "policy" is the page where businesses inform customers about their policy on return and refunds.
The Policy is part of the 3 legal agreements your ecommerce business should have:
If you collect any kind of personal data from your users (e.g. email addresses, first and last names), you're required by law to have this agreement.
The Terms and Conditions agreement. - This is optional but recommended. Use this agreement to set the rules and guidelines for users when they register an account with you.
eBay's help pages mention that stores with return policies published online will sell better. However, eBay requires all stores to have this policy:
We've found that items with clear return policies typically sell better than items that don't.
Your Return Policy or Refund Policy should include at least the following sections:
If you sell digital products, the Policy should include the following sections:
The best Policy you can have is the simplest one. Here's what a policy based on the above tips will look like:
If you are not 100% satisfied with your purchase, you can return the product and get a full refund or exchange the product for another one, be it similar or not.
You can return a product for up to 30 days from the date you purchased it.
Any product you return must be in the same condition you received it and in the original packaging. Please keep the receipt.
The U.S. store of Apple has a more detailed return & refund policy:
It covers these sections, but its full policy on sales and refunds is more detailed:
IKEA says that "It's ok to change your mind" on their U.S. store return policy:
IKEA's policy covers:
The Returns & Refunds page of Amazon is more comprehensive as it groups everything into 3 sections: Returns, Refunds and Exchanges.
Amazon can connect the account users used to make a purchase to their Refund Status dashboard, users can check their refund status by following a few instructions once they are logged into their account.
FiftyThree's Pencil has a 30-days refund policy: customers can buy the product, try it and if they are unsatisfied, they can return it within 30 days. FiftyThree will offer either a refund or a replacement.
FiftyThree doesn't have their Return and Refund Policy named like this, but it's called a Pencil Guarantee instead. It specifies the exact terms in which returns and refunds are processed:
While the 30-days refund policy is available on the Pencil's product page, the "Pencil Guarantee" page is placed in the footer, but only available if the user clicks on the link named Legal first:
And then clicks on FiftyThree's Shop Guarantee:
Calm the Ham
Calm the Ham's policy on returns and refunds is available if the user clicks on the "Shop Policy" link from the footer:
Calm the Ham's Return and Refund Policy is very simple:
If you are not 100% satisfied with your purchase, simply send it back within 14 days and we'll refund the full cost of the item minus shipping costs.
Their Return and Exchange Policy details what does a customer must do to return a product within 21 days of purchase:
ThemeForest sells digital products and they place their policy on returns and refunds in the "Envato Market Terms" page:
Given the nature of downloadable digital items, we do not generally offer a refund or credit on a purchase unless required under Australian consumer law or other relevant consumer protection laws.
The Envato Market Terms page is linked from the footer of their website:
The Booking.com iOS mobile app doesn't have a separate policy on refunds, but their policy on refunds depends on the policy of refunds of each hotel chain that has listed on Booking.com.
Booking.com owns the platform, but the policy on refunds depends on the hotel. This is specified in their Terms and Conditions page:
Sometimes cheaper rates are available on our website for a specific stay at a property, however, these rates made by accommodations providers may carry special restrictions and conditions, for example in respect to cancellation and refund. Please check the room and rate details thoroughly for any such conditions prior to making your reservation.
WizzAir lets you search and buy flight reservations through its mobile app. WizzAir doesn't have a Return and Refund Policy like most e-commerce stores would, but their General Conditions of Carriage page is informing customers about their rights to refunds.
The "General Conditions of Carriage" document is the agreement that each user must agree to in order to buy a ticket through WizzAir's mobile app:
User selects the flight's price and must click I accept in order to continue