Return policy template and store policy generator
Pick the policy and your terms: the window, the condition, who pays return shipping and how you refund. The generator writes a clear policy you can edit.
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Return, shipping and cancellation policy templates
These are starting points, not legal advice. Choose your own terms in [brackets], and check them against the consumer law where you sell, because it may require different terms. 13 templates in 4 groups.
Return policy templates
Return policy with refunds
# Return policy Last updated: [date] ## Return window You can return most items within [number] days of delivery. ## Condition Items must be [unused, in the original packaging, with tags attached]. We may refuse items that are [worn, damaged or missing parts]. ## Items you cannot return - [Category, such as gift cards] - [Category, such as personalized items] - [Category, such as opened personal care products] ## How to start a return 1. Go to [returns page link] or email [contact email] with your order number. 2. We send you [a return label / the return address] within [number] business days. 3. Pack the item securely and send it within [number] days. ## Return shipping [You pay for return shipping / Return shipping is free / We pay return shipping only for faulty or wrong items]. ## Refunds When we receive and check your return, we refund [the item price / the item price and original shipping] to your original payment method within [number] business days. Your bank may take longer to show it. ## Faulty or wrong items If your item arrived damaged, faulty or not as ordered, contact us within [number] days at [contact email] with a photo. We will [replace it / refund it / let you choose] and cover the return shipping. This policy does not limit any rights you have under the consumer law that applies to you. ## Questions [Contact email or page]
Return policy with exchanges and store credit
# Returns and exchanges Last updated: [date] You can exchange an item or return it for store credit within [number] days of delivery. We don't offer cash refunds for change-of-mind returns. ## What you can return Items that are [unused and in their original condition]. Sale items [can / cannot] be returned. ## Exchanges Tell us the size, color or item you want instead at [returns page or email]. If the new item costs more, we send a payment link for the difference. If it costs less, we add the difference as store credit. ## Store credit Store credit is added to your account within [number] business days of receiving your return. It [never expires / is valid for [number] months] and can be used on [any order / full-price items]. ## Return shipping [Who pays and how the label is sent.] ## Faulty or wrong items These are not change-of-mind returns. Contact [contact email] within [number] days and we will [replace or refund] the item. This policy does not limit any rights you have under the consumer law that applies to you.
Final sale and non-returnable items section
## Final sale items Some items cannot be returned or exchanged. These are marked "Final sale" on the product page and in your order confirmation: - [Clearance items marked final sale] - [Custom or made-to-order items] - [Digital products after download] - [Gift cards] Final sale items can still be returned if they arrive damaged, faulty or different from what you ordered. Contact [contact email] within [number] days of delivery.
Policy for made-to-order or handmade goods
# Returns Last updated: [date] Every piece is [made to order / handmade] for you, so we don't accept returns for a change of mind. ## If something is wrong If your order arrives damaged, faulty or different from what you ordered: 1. Email [contact email] within [number] days of delivery. 2. Include your order number and photos of the problem. 3. We will reply within [number] business days and [repair, replace or refund] the item. We pay for any shipping this needs. ## Before you order Check sizes, colors and personalization details on the product page. Questions before you order? Ask us at [contact email]. This policy does not limit any rights you have under the consumer law that applies to you.
Shipping policy templates
Shipping policy for one country
# Shipping policy Last updated: [date] ## Processing time We pack and send orders within [number] business days. Orders placed after [time] or on [weekends and public holidays] are processed the next business day. ## Shipping options | Method | Delivery time after dispatch | Cost | |---|---|---| | [Standard] | [number] to [number] business days | [price, or free over [amount]] | | [Express] | [number] to [number] business days | [price] | Delivery times are estimates from the carrier, not guarantees. ## Tracking You get a tracking link by email when your order ships. Tracking can take [time] to show updates. ## Delays Busy periods and weather can delay delivery. If your order hasn't arrived [number] business days after the estimate, contact us. ## Lost or damaged parcels Contact [contact email] within [number] days of the expected delivery date. We will [check with the carrier and send a replacement or refund]. ## Wrong address Check your address at checkout. If you spot a mistake, contact us within [time] and we'll try to change it before the order ships. ## Questions [Contact email or page]
International shipping section
## International shipping We ship to [countries or regions]. Shipping cost and delivery time are shown at checkout before you pay. ## Customs, duties and taxes [Choose one:] - Import charges are not included in our prices. Your country may charge duties or taxes when the parcel arrives, and the carrier collects them from you. - Import charges are included at checkout, so there is nothing more to pay on delivery. If you refuse a parcel because of import charges, we refund [the order amount minus the original shipping and return cost / the order amount]. ## Delivery times International delivery usually takes [number] to [number] business days after dispatch. Customs checks can add time that we cannot control.
Local delivery and store pickup
## Local delivery We deliver to [area, postcodes or distance] on [days], between [time] and [time]. Local delivery costs [price] [or is free over [amount]]. We'll message you on the day with a [time window]. If you're not home, we will [leave it in a safe place / try again on [day] / return it to the store for pickup]. ## Store pickup Choose "Pickup" at checkout. We'll email you when your order is ready, usually within [time]. Bring your order number and [photo ID or the payment card]. We keep orders for [number] days, then [cancel and refund them]. Pickup address: [address]. Hours: [opening hours].
Cancellation policy templates
Order cancellation policy
# Order cancellation You can cancel an order until it ships, usually within [time] of ordering. To cancel, [use the link in your order confirmation / email [contact email] with your order number]. - Cancelled before it ships: we refund the full amount to your original payment method within [number] business days. - Already shipped: you can no longer cancel, but you can return the order under our return policy: [link]. - Custom or made-to-order items: [can be cancelled within [time] / cannot be cancelled once production starts]. We may cancel an order if [an item is out of stock, the payment fails or we suspect fraud]. If we do, we tell you by email and refund any payment in full.
Subscription cancellation policy
# Cancelling your subscription You can cancel any time in [Account > Subscription] or by emailing [contact email]. ## When it takes effect Your subscription stays active until the end of the period you've paid for, [date shown in your account]. You won't be charged again. ## Refunds [Choose one:] - We don't refund the current period, but you keep access until it ends. - If you cancel within [number] days of a payment, we refund that payment in full. - Annual plans cancelled within [number] days get a refund for the unused months. ## Your data After your subscription ends, we keep your [account data] for [number] days so you can come back. After that, we delete it. You can export it any time from [where]. ## Pausing instead [Optional: You can pause for up to [number] months instead of cancelling.]
Appointment and booking cancellation policy
# Cancellation policy We set this time aside for you, so please give us notice if you can't make it. - More than [number] hours before your appointment: cancel or reschedule for free. - Less than [number] hours before: we charge [amount or percentage] of the booking. - No-show without notice: we charge [amount or percentage] of the booking. To cancel or reschedule, [use the link in your confirmation / call [phone] / email [contact email]]. If we need to cancel, we tell you as soon as we can and offer a new time or a full refund of any deposit. [Optional: We waive the fee for [emergencies or illness] when you let us know.]
Short policy summaries
Summary for a product page
Free returns within [number] days. Ships in [number] business days. [Full return policy link]
Answers for your FAQ page or chatbot
Can I return my order? Yes, within [number] days of delivery, if the item is [condition]. Start a return at [link]. When will I get my refund? We refund to your original payment method within [number] business days of receiving your return. Your bank may take a few more days to show it. How long does shipping take? We send orders within [number] business days. Standard delivery then takes [number] to [number] business days. Can I cancel my order? Yes, until it ships. Email [contact email] with your order number.
Checkout and confirmation email line
By placing your order, you agree to our [Return policy link], [Shipping policy link] and [Cancellation policy link]. Questions? Contact [contact email].
Short answer
A return policy tells customers how long they have to return an item, what condition it must be in, who pays return shipping, and how and when they get their money back. Write it in plain words with your real numbers, and link it from product pages and the checkout. These templates and the generator are a starting point, not legal advice: the consumer law where you sell may require different terms.
How to use the store policy generator
- Pick the policy: return, shipping or cancellation. The form shows the choices that matter for that policy.
- Enter your own terms. For a return policy: the return window in days, the condition items must be in, how customers get their money back and who pays return shipping. For shipping: how many business days you take to send an order and where you ship. For cancellation: what customers cancel and the window.
- Add anything else in "Other terms", such as items that cannot be returned or a restocking fee. The generator uses only what you enter. Where a detail is missing, it writes a placeholder in [brackets].
- Check the policy before you publish it. Read every number, and check the terms against the consumer law where you sell.
This is not legal advice. Consumer law differs by country and region, and some places give customers rights that a store policy cannot remove or shorten. The generator and the templates never say what a law requires. If you are not sure, ask a lawyer or your local consumer protection authority.
What a return policy template should cover
| Section | The question it answers |
|---|---|
| Return window | How many days do I have, counted from when? |
| Condition | Can I return it if I opened or used it? |
| Exceptions | Which items can I not return? |
| How to return | What do I do first, and where do I send it? |
| Return shipping | Who pays to send it back? |
| Refunds | How do I get my money back, and how long does it take? |
| Faulty or wrong items | What if it arrived broken or was not what I ordered? |
| Contact | Who do I ask? |
Keep change-of-mind returns and faulty items apart. Customers who received a broken or wrong item expect a different answer from customers who changed their mind, and mixing the two in one paragraph causes many angry return emails.
What a shipping policy should say
A shipping policy answers "when will it arrive?" before the customer has to ask. Split the time into two parts: how long you take to send an order (processing) and how long the carrier takes (delivery). Give both as ranges in business days, list the methods with their costs, and explain tracking. Then cover what goes wrong: late, lost and damaged parcels and wrong addresses. If you ship abroad, say who pays import charges, because that is a frequent surprise for customers.
Cancellation policy template tips
- Orders: say until when an order can be cancelled, usually until it ships, and what happens after that (a return instead).
- Subscriptions: say where to cancel, when it takes effect, whether any refund applies, and what happens to the customer's data.
- Appointments and bookings: say how much notice you need, what late cancellations and no-shows cost, and what you do when you cancel.
Whatever you choose, make cancelling as easy to find as buying. A hidden cancel button turns into chargebacks.
Write policies in plain words
- Write to the customer as "you", and about the store as "we".
- Use real numbers: "30 days from delivery", not "a reasonable period".
- Put each rule in its own sentence or bullet point.
- Add a "Last updated" date, and keep old versions in case a customer asks which one applied.
Where to show your policies
Link each policy from the footer of every page and from the checkout. Put a one-line summary next to the buy button, using the short policy summaries above. Repeat the key numbers in the order confirmation email. Then use the same numbers everywhere else customers ask: your FAQ page, your saved replies and your support chatbot. Customers notice when the product page says 30 days and an agent says 14.
Return and shipping questions are some of the most repeated questions a store gets. Once the policy is written, a customer support chatbot that answers only from your own pages can give the same answer every time, and send the unusual cases to your team.
Related tools
Turn your policies into questions and answers with the FAQ generator, write the refund confirmation with the customer email templates, and save replies for return requests from the canned responses library.
Frequently asked questions
What should a return policy include?
The return window, the condition items must be in, items that cannot be returned, how to start a return, who pays return shipping, how and when refunds are paid, what happens with faulty or wrong items, and how to contact you.
Is this return policy legally valid?
We cannot tell you that. The templates and the generator are not legal advice, and consumer law differs by country and region. Some places give customers rights a store policy cannot remove. Check your policy with a lawyer or your local consumer authority before you publish it.
What should a shipping policy say?
How long you take to send an order, where you ship, the methods with their delivery times and costs, how tracking works, what happens when a parcel is late, lost or damaged, and, for international orders, who pays import charges.
How do I write a cancellation policy for appointments?
Say how much notice you need for a free cancellation, what you charge for late cancellations and no-shows, how to cancel or reschedule, and what you do when you cancel. Use the same numbers in the booking confirmation.
Where should I show my store policies?
Link them in the footer of every page, near the buy button and at checkout, and repeat the key numbers in the order confirmation email. Add the same answers to your FAQ page, so customers and your support chatbot give the same answer.
Is the store policy generator free?
Yes. You get 5 free AI runs a day without an account, shared by all our AI tools. Your choices are sent to our AI model to write the policy and are not stored. The generator never names a law or says what one requires.
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