Free refund policy template

A refund policy tells customers what they can return, how long they have, and how they get their money back. This template covers physical products, digital products, subscriptions and app store purchases. Delete the sections that don't apply to your business and fill in the details in [brackets].

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Last reviewed September 2026. General information, not legal advice.

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Refund & Cancellation Policy

Last updated: September 29, 2026

This policy explains how returns, refunds and cancellations work for purchases from [Company Name] ("we", "us" or "our"). It does not affect any rights you have under consumer protection law.

1. Physical products

  • You can return most items within [30] days of delivery for a full refund.
  • Items must be unused, in their original packaging and with proof of purchase.
  • The following can't be returned: [gift cards, personalized items, perishable goods].
  • [We cover / You cover] return shipping costs unless the item arrived damaged or was not what you ordered.

2. Digital products and subscriptions

  • You can cancel a subscription at any time from your account settings. You keep access until the end of the current billing period.
  • We don't give partial refunds for unused time, except where required by law.
  • If you are charged after forgetting to cancel, contact us within [7] days and we will [review your request / refund the charge].
  • Digital downloads are non-refundable once downloaded, unless they are faulty.

3. Purchases made through app stores

If you bought a subscription or in-app purchase through the Apple App Store or Google Play, refunds are handled by Apple or Google under their own policies. Please request a refund directly from the store you used.

4. EU and UK customers

If you live in the EU or the UK, you generally have 14 days from receiving a product, or from entering into a service contract, to withdraw without giving a reason. For digital content, this right ends once the download or streaming starts, if you agreed to that and acknowledged that you would lose the right.

5. How to request a refund

Email [[email protected]] with your order number and the reason for your request. We reply within [2] business days.

6. Processing

Once we approve a refund, we issue it to your original payment method within [5-10] business days. Your bank may take a few more days to show it.

7. Contact

[Company Name], [Street address, City, Country], [[email protected]]

Why publish a refund policy?

A clear refund policy reduces support emails and chargebacks, and customers look for one before they buy. Payment providers and marketplaces often expect to see one, and Google Merchant Center asks for a return policy before it shows your products in shopping results. In many places, consumer law also sets minimum rights that your policy has to respect.

How to customize this template

  1. Choose your return window. 14, 30 and 60 days are common. Make sure it isn't shorter than the legal minimum where your customers live.
  2. List what can't be returned. Be specific, for example personalized items or opened software.
  3. Decide who pays return shipping. Say it plainly, including what happens with damaged or wrong items.
  4. Explain subscriptions. Say how to cancel, when access ends and whether you give refunds for unused time.
  5. Link it at checkout. Put the link near the pay button and in your order confirmation emails.

Frequently asked questions

Can I have a "no refunds" policy?

You can limit refunds, but you can't remove rights that consumer law gives your customers, such as refunds for faulty products or the 14-day withdrawal right for many online purchases in the EU and UK.

Who handles refunds for in-app purchases?

Apple and Google process refunds for purchases made through their stores. Your policy should point customers to the store they bought from.

Where should the refund policy appear?

In your website footer, on your checkout page and in order confirmation emails, so customers can find it before and after they buy.

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