Return policy template for a small online store

By the Chatbait team ·

Short answer: a good return policy says four things in plain words: how many days the customer has, what condition the item must be in, who pays for return shipping, and whether they get money back, an exchange, or store credit. Copy the template below, fill in your own numbers, and put it on its own page plus a short version on product pages.

Facts last checked on October 18, 2026, against the sources linked below.

What a good return policy covers

Every return policy, no matter how short, should answer these questions before a customer has to ask:

  • How many days do they have to start a return.
  • Does the item need to be unused, unworn, or in its original packaging.
  • Who pays for the shipping label back to you.
  • Do they get a refund, a free exchange, or store credit.
  • Which items can't be returned at all (final sale).
  • What happens if the item arrived damaged or wrong.

If your policy answers all six, most customers won't need to email you to find out.

Copy-paste return policy template

Fill in the highlighted parts with your own numbers and rules. If you offer free return labels, change the return shipping line.

Template
Returns and refunds We want you to be happy with your order. If something isn't right, here's how returns work. Return window You can return most items within [30] days of delivery. Condition Items must be unused, unworn, and in their original packaging, with tags attached. Final sale [Sale items, gift cards and personalized orders] can't be returned. How to start a return Email [support@yourstore.com] with your order number and the reason for the return. We'll reply with instructions and a return address within [2] business days. Return shipping [You pay for return shipping, using any tracked service, unless the item arrived damaged or wrong.] Refunds Once we receive and check your return, we'll refund you to your original payment method within [5] business days. Refunds can take an extra [5 to 10] business days to show up on your statement. Exchanges Want a different size or color instead of a refund? Email us and we'll send the replacement once we receive your return, at no extra shipping cost. Damaged or wrong items If your order arrived damaged or we sent the wrong item, email us a photo within [7] days of delivery. We'll send a replacement or a full refund, and you won't need to pay for return shipping. Questions Email [support@yourstore.com] or call [phone number].

Short version for a product page

Product pages need something shorter than the full policy. Link to the full page from this line.

Template
Returns accepted within [30] days. Items must be unused with tags attached. [Sale items are final.] See our full return policy for details.

The common choices, explained

Return window. Most small stores use 14, 30, or 60 days from delivery, not from the order date. A longer window builds trust but means more time between sale and settled revenue.

Condition. "Unused" and "original packaging" are the two phrases that protect you from items that were worn, used, or missing parts. Say it plainly instead of using legal language.

Who pays for return shipping. Three common setups: the customer pays, you provide a free prepaid label, or you only cover shipping when the return is your fault (damaged, wrong item, defective). Free returns raise trust and can raise sales, but they cost you on items that just didn't fit or weren't wanted.

Refund vs exchange vs store credit. A refund returns money to the original payment method. An exchange sends a different size, color, or item instead. Store credit keeps the money in your business as a balance the customer can spend later. Many stores offer all three and let the customer pick.

Final sale items. Clearance items, gift cards, custom or personalized orders, and sometimes underwear, swimwear, or earrings for hygiene reasons are commonly marked final sale. Say this clearly on the product page itself, in addition to the policy.

Damaged or wrong items. Treat these separately from "changed my mind" returns. Give a shorter deadline to report it (often 7 days), ask for a photo, and don't make the customer pay for return shipping when the mistake was yours.

Rules differ by country, and this isn't legal advice, so check your own country's rules before you publish a policy.

UK: for most online orders, customers can cancel within 14 days of delivery without giving a reason, then have another 14 days to actually send the item back once they've told you. You then have to refund them within 14 days of getting the item back. GOV.UK

EU: online shoppers across the EU have the same right to cancel and return an order within 14 days, without giving a reason. European Commission

US: there's no general federal law that forces a store to accept returns or give refunds just because a customer changed their mind. Some states do require you to clearly show your refund policy before purchase, so check your state's rules. FindLaw

Make your own in one minute

Answer a few questions and get a policy written from your own choices, ready to copy onto your site.

Return policy generator
Template
Returns and refunds At [Store name], we want you to be happy with your order. If something isn't right, you can return it within 30 days of delivery. What you can return Items must be unused, unwashed, with the original tags and packaging. How to start a return Email us at [your email] with your order number and the item you'd like to return. We'll reply with the return address and next steps. Return shipping You pay for return shipping, unless the item arrived damaged or we sent the wrong one. Refunds We refund the full price to your original payment method. We process it within [5] business days of receiving your return. Your bank may take a few more days to show it. Damaged or wrong items If your order arrived damaged or you received the wrong item, email us within [7] days with a photo. We'll send a replacement or a full refund, and you won't pay for return shipping. This policy doesn't affect your legal rights as a customer.

A starting point, not legal advice. Check your country's rules on returns for online orders.

Where to put your return policy

Put it in three places so no customer has to search for it:

  1. Your site footer, linked from every page.
  2. Each product page, as the short version above, linking to the full page.
  3. Checkout, so customers see it before they pay.

On Shopify, you set this under Settings > Policies, and it's automatically shown in your checkout footer. Shopify Help Center

Once your policy is live on your site, a chatbot like Chatbait can answer "can I return this?" straight from it, any hour, without you writing another reply.

Frequently asked questions

How long should a return window be?

Most small stores use 14 to 30 days from delivery. Shorter windows are easier to manage, longer windows build more trust with new customers.

Do I have to offer free return shipping?

No, unless your country's law says otherwise. Many stores only cover return shipping when the mistake is theirs, such as a damaged or wrong item.

Can I have a no-returns policy?

In most places, yes, as long as you say so clearly before the customer buys, usually on the product page and at checkout. Rules on this vary by country and state, so check your own.

What's the difference between a refund and store credit?

A refund sends money back to the card or account the customer paid with. Store credit keeps that value as a balance in your store for the customer to spend later, instead of sending cash back.

Do digital products need a return policy?

Yes, even if the answer is "no returns once downloaded." Say that plainly, since customers expect every store to state its policy, digital or physical.

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