How to use it
- Enter your store name and support email.
- Pick where your customers are. The EU or UK option follows the legal 14-day right of withdrawal: refunds within 14 days, standard delivery cost refunded, original payment method, and only the statutory exceptions.
- Choose the return window, condition and who pays return shipping.
- Tick the options and the items that can’t be returned.
- Copy the policy and paste it into Shopify (Settings → Policies) or your store’s returns page.
Return policy example
This is the policy the generator gives a typical US store with the default choices: a 30-day window, unused items with tags, the customer pays return shipping, store credit and exchanges offered, personalized items, gift cards and final sale excluded. Use it as a refund policy template, or change the choices above and copy your own version.
Return and Refund Policy
You can return items you bought from [Store name] within 30 days of delivery.
How to start a return
Email us at [support email] with your order number and the item(s) you want to return. We will reply with the return address and next steps. Please do not send items back without contacting us first, so we can match your parcel to your order.
Condition of returned items
Items should be unused, in their original condition and packaging, with all tags attached.
Return shipping
You pay the cost of sending the item(s) back. We recommend a tracked shipping service.
Refunds
Once we have received and checked your return, we will refund the purchase price to your original payment method, or issue store credit if you prefer. Original shipping charges are not refunded.
We process refunds within 5 business days of receiving your return. Your bank or card issuer may need a few more days to show it on your statement.
Exchanges
Need a different size or color? Tell us when you start your return and we will send the new item as soon as your return is on its way, as long as it is in stock.
Non-returnable items
- Items made to your specifications or clearly personalized.
- Gift cards.
- Items marked as final sale.
Damaged, faulty or wrong items
If an item arrives damaged or faulty, or you received the wrong item, email us at [support email] with your order number and a photo. We will cover the return shipping and send a replacement or a full refund.
Questions
Write to us at [support email]. We are happy to help.
Which choices sell more
- A longer window (30 days or more) takes pressure off the buying decision. Watch your return rate after you change it, and keep it if the numbers hold.
- Free returns are a strong buying argument, but they cost real money on every return. A middle ground is free exchanges and paid returns: you keep the sale and the customer still gets a free fix for a wrong size.
- Store credit as an option keeps some of the revenue without forcing it. Make it a choice, never the only way back.
Whatever you pick, put the key rule in one line near the add-to-cart button: “Free returns within 30 days”. A policy nobody sees does not sell anything.
Fewer returns, fewer “how do I return this?” emails
A clear policy answers half the return questions before they are asked. The other half land in your inbox: “where do I send it?”, “has my refund been processed?”. Those are the emails Sondercase answers with the live data of that exact order. And some returns don’t need to happen at all; see how to reduce your return rate and what a returns portal needs to do.
Not legal advice. Laws differ by country and state; check yours before you publish.