Return and refund policy generator for online shops

How to use the return policy generator

1. Enter Business or legal name, Website, Contact email, an optional Postal address and the Effective date. Return requests in the policy go to the contact email.
2. Set Return window (days) (1–365, default 30) and edit Item condition required if needed.
3. Choose Refund to (Original payment method, Store credit or Customer’s choice) and Refund issued within (days).
4. Choose who pays under Return shipping paid by, tick Offer exchanges if you swap sizes or colours, and set Report damaged items within (days).
5. List Non-returnable items (one per line), then copy or download return-policy.md.

What it does and when to use it

Use it for an online shop that needs a clear returns page. The policy includes a return window, eligibility rules (condition plus proof of purchase), an optional list of items you cannot take back, three numbered steps to start a return, return shipping, refunds, optional exchanges and a section on damaged or wrong items. It closes with the line “This policy does not affect any rights you have under consumer protection law where you live.”

It does not cover a withdrawal form, different windows for different product types, restocking fees, digital products or services, or warranty claims. For faults that appear later, use the warranty policy generator; for delivery times, the shipping policy generator.

How it works

The text is built in your browser from your settings; nothing is uploaded. The return shipping choice selects one of three sentences: customer pays, customer pays unless the item is faulty or wrong (the default), or free returns with a prepaid label. The refund method changes the refund sentence. The customer’s return deadline, “within 14 days of our reply”, is fixed text; edit it if you want a different period.

Worked examples

Defaults. The policy says “You can request a return within 30 days of receiving your order”, lists Gift cards, Personalised items and Opened cosmetics as non-returnable, and issues refunds “to your original payment method within 10 days”.

Short window, store credit, free returns. Window 14, Refund to Store credit, Store pays return shipping, exchanges off, no exclusions. The refund sentence becomes “Approved refunds are issued as store credit within 10 days.” The shipping section reads “Return shipping is free: we will send you a prepaid label.” The exclusions and Exchanges sections disappear.

Limits and tips

• Who pays postage. Under Article 14(1) of the directive, EU consumers pay the direct cost of returning goods unless you agreed to pay or did not tell them they would have to.
• Refund timing. In an EU withdrawal you must refund within 14 days of being told, but you may wait until you receive the goods or proof they were sent (Article 13).
• Store credit wording. With Store credit chosen, the refund paragraph still mentions a bank or card issuer. Delete that sentence if it does not fit.
• Laws differ by country. Treat the result as a draft and have it reviewed before you publish.