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Returns and Refund Policy Sample

Osman Husain 8/18/23 3:23 PM
refund policy sample

Table of Contents

A returns and refund policy is a must-have for any store. It helps businesses articulate the return policy, highlight what it wants to do with final sale items, and assists customers with understanding their rights after purchasing an item. 

Use the return and refund policy template below to foster customer loyalty, increase customer satisfaction, and appeal to potential customers. Simply replace the relevant parts with your store name, and you have a readymade refund policy template.

However, if you would like to generate a free returns and refund policy instead check out Enzuzo's easy refund generator. 


[Store Name] Returns & Refund Policy


1. Introduction

Thank you for shopping with us!

If you are unsatisfied with your purchase, we are here to help.

All regular-priced items are eligible for refunds and exchanges within the first 30 days of purchase. No items will be accepted after the 30-day time period has lapsed.  

2. Refund and Exchange Policy

We must receive the item unused and in the same condition as it was delivered.

The items must be in the original packaging.

A receipt or proof of purchase is required. We may ask for an email for online orders.

Items on final sale are not eligible for refunds or exchanges.

Items purchased via gift cards will receive an equivalent gift card credit in return.

Exchanges are only allowed if the item is deemed to be defective or damaged.


For Online Returns:

Please send us an email [] and we will generate a return shipping label for you.

Send all items to:

Store Name
Attention: Customer Service
53 Maple Hill Drive
Kitchener, N2M2R7

3. Exemptions

The following items will not be eligible for any refunds:

- Gift Cards

- Personal Care Items

- Customized Items

- Final Sale and Clearance Items

- Items Not in Original Condition

- Damaged Items

- Items Beyond the 30-Day Return Window


4. Refund Processing Timeline

We aim to process all refunds within two weeks. The amount will be refunded back to the original card used for payment, and timelines for that depend on the payment processor.

All returns received in-store are inspected and processed the same day. Online order returns shipped to our warehouse will take a maximum of two weeks, but we aim to finish this quicker.

All customers will be shown their return status via email and order tracking on the store website.


Missing Refunds

If we have approved a refund but it hasn't reflected on your bank account yet, please contact your bank or credit card company first. It can take up to two weeks for the refund to process seamlessly. 


5. Shipping Costs

For online orders, we will generate a shipping label for you. Please do not send us items of your own accord as the shipping label generates a tracking link that we use.

If the item is found to be defective or in a non-returnable condition, we may recover shipping costs.


Can't Find What You're Looking For?

If you have further questions, please contact our customer support centre where one of our representatives will be happy to assist you.

Customer Service Contact Number:

Customer Service Email:


Customer Service Hours:

8am-5pm EST, Monday to Friday

9am-5pm, Monday to Friday



Osman Husain

Osman is the content lead at Enzuzo. He has a background in data privacy management via a two-year role at ExpressVPN and extensive freelance work with cybersecurity and blockchain companies. Osman also holds an MBA from the Toronto Metropolitan University.