Return Policy Template
How it works
A return policy specifies the conditions under which customers can return physical products for a refund or exchange. The Return Policy Template generates a comprehensive retail return policy covering time limits, item conditions, exceptions, and the return process.
**Return windows and conditions** Industry standard: 30-day return window for most retail. Extended returns (60–90 days) are competitive differentiators. Items must typically be: unused, in original packaging, with receipt or proof of purchase. Some retailers accept returns without receipt for store credit (tracked against purchases for fraud prevention).
**Non-returnable items** Clearly list categories that cannot be returned: final sale / clearance items; opened digital media (DVDs, video games, software); perishable or consumable goods; intimate apparel and swimwear (hygiene); hazardous materials; custom or personalized items; items without original tags.
**Exchange vs. refund** Distinguish between exchanges (same or different item) and refunds (cash/credit back). Exchange-only policies are common for sale items. Defective items should generally receive full refunds regardless of policy — implied warranty of merchantability applies under the UCC.
**Online vs. in-store returns** For e-commerce: specify whether items bought online can be returned to a physical store (BOPIS/BORIS). Who pays return shipping — customer pays for buyer's remorse; seller pays for defective or mislabeled items. Provide a pre-paid return label policy or instruct customers on return shipping methods.
**Seasonal / holiday return extensions** Common practice: extend return windows for holiday purchases. "Items purchased between November 15 and December 31 may be returned until January 31."
This tool generates a template. Review with a licensed attorney for your specific retail context.
Frequently Asked Questions
- Return window (how many days from purchase or delivery), condition requirements (unused, original tags, original packaging), items excluded from returns (sale items, personalized items, health/hygiene products, digital downloads), who pays return shipping, how refunds are issued (original payment method, store credit, exchange), processing time, and how to initiate a return (online portal, email, in-store). Every element should be unambiguous — vague policies generate the most customer service disputes.
- Apparel/fashion: 30–60 days. Electronics: 15–30 days (many retailers shorten for electronics). Furniture: 30 days, often with restocking fee. Marketplace sellers: varies, but Amazon requires minimum 30 days. Luxury goods: often 14–30 days. Grocery: varies by item, usually exchange only for defective. Holiday season: many retailers extend to 60–90 days from November 1. Research your competitors' policies — overly restrictive policies lose sales; overly generous policies invite abuse.
- Yes, but disclose it clearly. Restocking fees are common for electronics (10–15%), furniture (10–25%), and special-order items. The fee must be disclosed before purchase — charging an undisclosed restocking fee is deceptive trade practice. Some states limit restocking fees. Credit card network rules (Visa, Mastercard) require disclosure of restocking fees to avoid chargebacks. Waiving restocking fees for defective items is standard practice.
- Your return policy must align with your supplier's return/replacement policy. If your supplier doesn't accept returns after 14 days but you offer 30, you absorb the cost. Get supplier return terms in writing before listing products. For dropship returns, establish the process: does the customer return to you or directly to supplier? Who issues the refund before the return arrives? Marketplace selling (Amazon, eBay) subjects you to platform return policies which may be more generous than your own — understand platform rules before setting policy.