Refund Policy
Standard refund/return policy — eligibility, timeframe, process, exceptions.
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REFUND POLICY
Effective Date: May 4, 2026
Acme Store ("we", "us") wants you to be satisfied with your purchase. This Refund Policy describes when and how you can request a refund.
1. REFUND WINDOW
You may request a refund within 30 days of:
- For physical goods: the date you received the item.
After the 30-day window, refunds are at our sole discretion.
2. ELIGIBILITY
For physical goods, items must be returned in original, unused condition with all tags and packaging. Items that show signs of use, damage, or missing components may be refused or refunded at a reduced amount.
3. HOW TO REQUEST A REFUND
Email support@example.com with:
- Your order number;
- The reason for the refund;
- For physical returns: photos of any damage or defect.
We will respond within 2 business days with a decision and (where applicable) return instructions.
4. RETURN SHIPPING
Customer is responsible for return shipping unless the return is due to a defect or our error, in which case we will provide a prepaid return label.
5. PROCESSING TIME
Once we receive and inspect your returned item (or process your digital refund request), we will issue a refund to your original payment method within 5-10 business days. Some banks may take additional time to post the refund.
6. EXCEPTIONS
The following are NOT eligible for refund:
- Custom or personalised items made to order;
- Items marked "Final Sale" or "Non-Refundable" at time of purchase;
- Gift cards;
- Items returned more than 30 days after receipt.
7. CHANGES TO THIS POLICY
We may update this Policy from time to time. The version posted at https://www.example.com on the date of your purchase is the version that applies to your order.
8. CONTACT
Questions about this Policy: support@example.com
About this template
A clear refund policy actually INCREASES sales — buyers commit faster when they know how easy it is to back out. The 30-day window is industry standard for physical goods; longer (60-90 days) is a competitive advantage if you can afford it. Digital goods typically have shorter windows (14 days) because the product can't be "returned" — once downloaded, the buyer has it. Three details that prevent disputes: (1) explicit eligibility (what condition items must be in), (2) who pays return shipping (this is a major source of friction), (3) explicit exceptions (custom items, sale items, etc.) listed before the customer buys. Mismatched policies between your website and your payment processor are the #1 cause of chargebacks — make sure Stripe/PayPal/Shopify defaults match your stated policy.
When to use it
- Any e-commerce store, physical or digital.
- SaaS subscriptions (refund window for cancellations).
- Service businesses (kill fees and prorated refunds).
- Required by Stripe, Shopify, Apple App Store, and most payment processors.
What to include
- Refund window in days from receipt or purchase.
- Eligibility criteria (condition, original packaging, etc.).
- How to request a refund (email + what to include).
- Who pays return shipping (or prepaid label).
- Restocking fee if any (and when it applies).
- Processing time (be honest — 5-10 business days is realistic).
- Explicit exceptions (custom items, final sale, gift cards).