REFUND AND RETURN POLICY

Effective Date: [DATE]
Last Updated: [DATE]

TABLE OF CONTENTS

1. Our Return Promise
2. Eligibility for Returns
3. Return Timeframe
4. Non-Returnable Items
5. Return Condition Requirements
6. How to Initiate a Return
7. Return Shipping
8. Refund Processing
9. Exchanges
10. Damaged or Defective Items
11. Order Cancellations
12. Digital Products and Downloads
13. Services and Subscriptions
14. International Orders
15. Gift Returns
16. Contact Information

1. OUR RETURN PROMISE

At [COMPANY NAME], we want you to be completely satisfied with your purchase. If you are not satisfied for any reason, we offer a straightforward return and refund policy.

Key Highlights:

☐ [30]-day return window

☐ Easy online return process

☐ Full refund to original payment method

☐ Free return shipping on defective items

2. ELIGIBILITY FOR RETURNS

2.1 General Eligibility

To be eligible for a return, your item must meet the following criteria:

☐ Purchased directly from our website [WEBSITE URL]

☐ Within the return window (see Section 3)

☐ In the required condition (see Section 5)

☐ Accompanied by proof of purchase (order confirmation, receipt)

2.2 Products Eligible for Return

The following products are eligible for return:

☐ Unworn/unused merchandise in original condition

☐ Items with original tags and packaging intact

☐ Defective or damaged products (any condition)

☐ Items received incorrectly

2.3 Proof of Purchase

You must provide one of the following as proof of purchase:

☐ Order confirmation email

☐ Order number

☐ Receipt or packing slip

☐ Account order history

3. RETURN TIMEFRAME

3.1 Standard Return Window

You have [30] days from the date of delivery to return most items for a full refund.

3.2 Extended Holiday Returns

[// GUIDANCE: Optional holiday return extension.]

☐ Items purchased between [November 1] and [December 31] may be returned until [January 31] of the following year

3.3 Calculating the Return Window

The return window begins:

☐ On the date of delivery (as shown by tracking)

☐ For lost packages: From the date we confirm non-delivery

☐ For pre-orders: From the actual delivery date, not the order date

3.4 Late Returns

☐ Returns received after the return window may be declined

☐ At our discretion, we may offer store credit for late returns

☐ We are not obligated to accept late returns

4. NON-RETURNABLE ITEMS

4.1 Items That Cannot Be Returned

The following items are NOT eligible for return or refund:

Personal and Hygiene Items:

☐ Intimate apparel and swimwear (if hygiene seal is broken)

☐ Cosmetics and personal care products (if opened/used)

☐ Pierced jewelry

☐ Face masks and protective equipment

Customized and Personalized Items:

☐ Custom-made or personalized products

☐ Monogrammed items

☐ Made-to-order products

☐ Items altered per your specifications

Consumable and Perishable Items:

☐ Food and beverages

☐ Flowers and plants

☐ Perishable goods

Digital Products:

☐ Downloadable software and digital content

☐ E-books and digital media

☐ Online course access

☐ Digital gift cards

Other Non-Returnable Items:

☐ Gift cards and store credits

☐ Hazardous materials

☐ Items with missing serial numbers

☐ Final sale / "as-is" items

☐ Items marked "non-returnable" at purchase

4.2 Exceptions for Defective Items

Even non-returnable items may be returned if they arrive:

☐ Damaged during shipping

☐ Defective or malfunctioning

☐ Different from what was ordered

5. RETURN CONDITION REQUIREMENTS

5.1 Acceptable Condition

To receive a full refund, returned items must be:

☐ Unworn, unwashed, and unused

☐ In original packaging (if applicable)

☐ With all original tags attached

☐ With all accessories, parts, and manuals included

☐ Free from odors (smoke, perfume, pet odors)

☐ Free from stains, marks, or alterations

5.2 Condition Assessment

Upon receiving your return, we will assess its condition:

5.3 Items Not Meeting Condition Requirements

If your return does not meet our condition requirements:

☐ We will contact you with available options

☐ You may choose to have the item returned to you (at your expense)

☐ We may offer a partial refund or store credit

6. HOW TO INITIATE A RETURN

6.1 Online Return Process

Step 1: Start Your Return

☐ Log into your account at [WEBSITE URL]

☐ Go to "Order History" or "My Orders"

☐ Select the order containing the item(s) to return

☐ Click "Start Return" or "Request Return"

OR

☐ Visit our Return Portal at [RETURNS URL]

☐ Enter your order number and email address

☐ Select items to return

Step 2: Select Return Reason

Choose the reason for your return:

☐ Changed my mind

☐ Item doesn't fit

☐ Item not as described

☐ Item defective or damaged

☐ Received wrong item

☐ Quality not as expected

☐ Other (please specify)

Step 3: Choose Return Method

☐ Print prepaid return label (if eligible)

☐ Use your own shipping carrier

☐ Schedule pickup (if available)

☐ Drop off at specified location

Step 4: Receive RMA Number

☐ You will receive a Return Merchandise Authorization (RMA) number

☐ This number must be included with your return

☐ The RMA number is valid for [14] days

6.2 Contact Customer Service

If you cannot complete the online process, contact us:

☐ Email: [RETURNS EMAIL]

☐ Phone: [CUSTOMER SERVICE PHONE]

☐ Live Chat: [CHAT URL]

☐ Hours: [BUSINESS HOURS]

7. RETURN SHIPPING

7.1 Who Pays for Return Shipping?

7.2 Prepaid Return Labels

When we provide a prepaid return label:

☐ Print the label and attach to your package

☐ Drop off at the designated carrier location

☐ Return shipping cost will NOT be deducted from your refund

7.3 Customer-Paid Return Shipping

When you pay for return shipping:

☐ Use a trackable shipping method

☐ Keep your tracking number and receipt

☐ We recommend purchasing shipping insurance

☐ We are not responsible for lost or damaged returns

7.4 Return Shipping Address

Ship returns to:

[COMPANY NAME] - Returns Department
[STREET ADDRESS]
[CITY, STATE ZIP CODE]

☐ Include your RMA number inside the package

☐ Include a copy of your order confirmation

8. REFUND PROCESSING

8.1 Refund Timeline

8.2 Refund Methods

Refunds are issued to the original payment method:

8.3 Refund Amount

Your refund will include:

☐ Full purchase price of returned item(s)

☐ Original sales tax paid

Your refund will NOT include:

☐ Original shipping costs (unless our error)

☐ Return shipping costs (unless our error)

☐ Gift wrapping charges

☐ Restocking fees (if applicable, see below)

8.4 Restocking Fees

[// GUIDANCE: Some states restrict restocking fees. Review applicable state laws.]

☐ A restocking fee of [X%] may apply to certain returns

☐ Electronics: [15%] restocking fee

☐ Large items/furniture: [20%] restocking fee

☐ No restocking fee for defective items

8.5 Partial Refunds

A partial refund may be issued for:

☐ Items returned after the return window (at our discretion)

☐ Items not in original condition

☐ Items missing parts or accessories

☐ Items showing signs of use

8.6 Refund Confirmation

Once your refund is processed:

☐ You will receive a refund confirmation email

☐ The email will include the refund amount and method

☐ Allow time for the refund to appear in your account

9. EXCHANGES

9.1 Exchange Availability

☐ Exchanges are subject to product availability

☐ We recommend returning and placing a new order for faster service

9.2 Exchange Process

Option 1: Return and Reorder

☐ Initiate a return for the original item

☐ Place a new order for the desired item

☐ Receive refund for original item when processed

Option 2: Direct Exchange (if available)

☐ Contact customer service to request an exchange

☐ Provide the item you want in exchange

☐ We will hold the new item pending return receipt

☐ Pay any price difference or receive refund for price difference

9.3 Exchange Shipping

☐ You pay return shipping for the original item

☐ We pay shipping for the exchange item (within same country)

☐ International exchanges may incur additional shipping charges

10. DAMAGED OR DEFECTIVE ITEMS

10.1 Reporting Damaged Items

If your item arrives damaged:

☐ Contact us within [48 hours] of delivery

☐ Provide photos of the damage and packaging

☐ Do NOT discard the damaged item or packaging until instructed

10.2 Reporting Defective Items

If your item is defective:

☐ Contact us within [30] days of delivery

☐ Describe the defect in detail

☐ Provide photos or video if possible

10.3 Resolution Options

For damaged or defective items, we offer:

☐ Full refund (including return shipping)

☐ Replacement item at no charge

☐ Partial refund if you keep the item

☐ Store credit with bonus (if preferred)

10.4 Warranty Claims

For items covered by manufacturer warranty:

☐ Contact the manufacturer directly for warranty service

☐ We can assist in providing proof of purchase

☐ Manufacturer warranty is separate from our return policy

11. ORDER CANCELLATIONS

11.1 Before Shipment

☐ Orders may be cancelled before shipment for a full refund

☐ Contact us immediately at [CUSTOMER SERVICE EMAIL]

☐ Cancellation is not guaranteed once order is processing

11.2 After Shipment

☐ Orders cannot be cancelled after shipment

☐ Refuse delivery if possible (return will be processed upon receipt)

☐ Otherwise, follow standard return process

11.3 Cancellation by Us

We may cancel orders due to:

☐ Stock unavailability

☐ Pricing errors

☐ Suspected fraud

☐ Inability to verify payment

You will receive a full refund for orders we cancel.

12. DIGITAL PRODUCTS AND DOWNLOADS

12.1 No Refunds After Download

☐ Digital products cannot be returned once downloaded or accessed

☐ By purchasing, you acknowledge this limitation

☐ We recommend reviewing product descriptions carefully

12.2 Exceptions for Digital Products

Refunds may be considered if:

☐ The product does not function as described

☐ Technical issues prevent access (and cannot be resolved)

☐ You were charged incorrectly

☐ You cancel before download/access

12.3 Request Process

To request a digital product refund:

☐ Contact us within [7] days of purchase

☐ Explain the issue in detail

☐ We will review and respond within [3] business days

13. SERVICES AND SUBSCRIPTIONS

13.1 Service Refunds

For one-time services:

☐ Full refund if cancelled before service is rendered

☐ Partial refund if cancelled during service (prorated)

☐ No refund after service is completed

13.2 Subscription Refunds

[// GUIDANCE: See Auto-Renewal Disclosure template for subscription cancellation requirements.]

For subscription services:

☐ Cancel anytime through your account settings

☐ No refund for partial billing periods (unless required by law)

☐ You retain access until the end of current billing period

☐ See our Auto-Renewal Disclosure for cancellation procedures

14. INTERNATIONAL ORDERS

14.1 International Return Shipping

☐ Customer is responsible for return shipping costs

☐ We recommend using a trackable international shipping method

☐ Returns may take longer due to customs processing

14.2 Customs Duties and Taxes

☐ Refunds do NOT include customs duties, import taxes, or VAT

☐ Contact your local customs office for duty refund procedures

14.3 Currency

☐ Refunds are issued in the original currency of purchase

☐ Exchange rate fluctuations may affect the final amount received

15. GIFT RETURNS

15.1 Returning a Gift

If you received an item as a gift:

☐ Contact us with the order number (if known) or gift receipt

☐ Refunds for gifts are issued as store credit or gift card

☐ We cannot issue refunds to the original purchaser's payment method

15.2 Gift Receipts

If you have a gift receipt:

☐ Include the gift receipt with your return

☐ Receive store credit for the purchase price

15.3 Without Gift Receipt

If you do not have a gift receipt:

☐ We may be able to locate the order using product information

☐ Refund will be issued at the current selling price

16. CONTACT INFORMATION

16.1 Customer Service

For questions about returns or refunds:

[COMPANY NAME]
[STREET ADDRESS]
[CITY, STATE ZIP CODE]

Email: [RETURNS EMAIL]
Phone: [CUSTOMER SERVICE PHONE]
Live Chat: [CHAT URL]

Hours of Operation:
Monday - Friday: [X:XX AM - X:XX PM] [TIME ZONE]
Saturday: [X:XX AM - X:XX PM] [TIME ZONE]
Sunday: Closed

16.2 Response Time

☐ Email inquiries: Response within [24-48] hours

☐ Phone support: Available during business hours

☐ Live chat: Available during business hours

STATE-SPECIFIC DISCLOSURES

California Residents

Pursuant to California Civil Code Section 1723, this return policy is posted at the point of sale and on our website. Refunds are provided in accordance with California law.

New York Residents

In accordance with New York General Business Law Section 218-a, this refund policy is clearly posted.

DOCUMENT CONTROL

Legal Review: ☐ Completed Date: _________ Reviewer: _________

This Refund Policy template is provided for informational purposes. Consumer protection requirements vary by jurisdiction. Consult with qualified legal counsel for specific compliance questions.