Returns
What should an ecommerce refund policy include? (free template)
A compliant ecommerce refund policy needs eight elements: return window, item condition rules, non-returnable exclusions, who pays return shipping, refund method and timing, exchange and store-credit options, faulty-item handling, and how to start a return. Anything missing becomes a chargeback argument.
By Saara Editorial Team · Updated
Direct answer
Every refund policy that survives a dispute answers the same eight questions in plain language. You can generate a store-specific version in about a minute with Saara's free return policy generator, then paste it into your Shopify policy page and link it from checkout.
The eight required sections
Use this as the skeleton for your own policy.
Copy-ready template
"We accept returns within 30 days of delivery. Items must be unworn, unwashed and returned with original tags and packaging. Final-sale items, intimates and personalised products are not returnable. Exchanges and store credit ship back free; refunds to the original payment method have a $X return shipping fee deducted. Approved refunds are issued within 5-10 business days of the item arriving at our warehouse. Faulty or incorrect items are always returned at our cost and replaced or refunded in full. Start a return at [your returns portal link]." Replace the bracketed values with your own and check local consumer law — the EU, UK, India and Australia each mandate minimum rights that override a stricter store policy.
Make the policy enforce itself
A policy document only works if the returns portal applies it. EcoReturns turns each clause into a rule: window enforcement, condition prompts, category exclusions, conditional shipping fees, and exchange-first flows that recover 20-30% of would-be refunds as revenue.
Frequently asked questions
How long should the return window be?
30 days is the ecommerce standard. Extending to 60-90 days measurably increases conversion and, counterintuitively, often lowers return rate because urgency-driven returns fall away.
Is a refund policy legally required?
Requirements vary by jurisdiction. The EU and UK mandate a minimum cooling-off period for distance selling, and payment processors expect a published policy; publishing one is effectively mandatory for card acceptance.
Can I charge a restocking fee?
In many markets yes, if it is disclosed before purchase and not applied to faulty goods. Keep it modest — high restocking fees drive chargebacks rather than savings.
Where should the policy live on my store?
A dedicated policy page, linked from the footer, the product page, the cart and the order confirmation email.
Do I need a separate exchange policy?
No, but state exchange terms inside the refund policy. Making exchanges cheaper and faster than refunds is the single highest-leverage line in the document.