Shopify return policy example (copy and edit)
Replace everything in [brackets] with what you actually do. This is a template, not legal advice.
Return and refund policy
Returns. You can return most items within [30] days of delivery. Items must be unused, in their original packaging, with tags attached.
How to start a return. Email [your support email] with your order number and the items you want to return. We’ll reply within [2 business days] with instructions [and a return label]. We can’t accept items sent back without a return request.
Return shipping. [Return shipping is free.] / [You pay for return shipping, and it isn’t refunded, unless the item arrived damaged or wrong.]
Refunds. When your return arrives, we’ll check it and email you. Approved refunds go back to your original payment method within [5 business days]. Your bank may take a few more days to show it.
Exchanges and store credit. Want a different size or colour? Ask for an exchange when you start your return. [You can choose store credit instead of a refund.]
Items we can’t accept. [Final-sale items, gift cards, personalised items, and underwear or swimwear for hygiene reasons.]
Damaged or wrong items. Please check your order when it arrives. If an item is damaged, faulty or not what you ordered, email us within [7 days] of delivery with photos, and we’ll replace or refund it at no cost to you.
Customers in the EU and UK. You can cancel your order within 14 days of delivery without giving a reason. Tell us within that time, then send the items back within 14 days of telling us. We’ll refund you within 14 days of your cancellation; we may wait until we receive the items, or proof that you sent them.
Contact. [your support email] · [business address]
EU and UK cancellation rules: Your Europe: returns and GOV.UK: accepting returns and giving refunds, checked 10 Oct 2026. Other countries have their own rules.
Where do I add the refund policy in Shopify?
- In your Shopify admin, go to Settings > Policies.
- Under Written policies, click the return and refund policy.
- If Use automated policy is on, turn it off. That keeps the current text so you can edit it.
- Paste your policy, review it and click Save.
Shopify then links your policies in the checkout footer automatically, and the page lives at yourstore.com/policies/refund-policy. Add it to your footer menu too. If you use a returns app, Shopify’s help says to make sure the policy matches the return rules you set in the app (Adding store policies).
Can you have a no-refund policy on Shopify?
Shopify won’t stop you publishing one, but a policy can’t remove rights customers have by law. EU consumers can cancel most online purchases within 14 days of delivery without giving a reason, UK rules are similar, and faulty or wrong items have to be put right. If some products are final sale, list them clearly instead of refusing all returns.
How much do returns cost a Shopify store?
More than the refund. On Shopify Payments the original card fee isn’t returned when you refund (Shopify Help Center), and you may pay the return label, packaging and staff time on top. An example with made-up inputs, not benchmarks:
| 300 orders a month, $60 average, 8% returned = 24 returns | Per return |
|---|---|
| Card fee you don’t get back (2.9% + 30¢ on $60) | $2.04 |
| Return label you pay for | $8.00 |
| Staff time: 10 minutes at $18 an hour | $3.00 |
| Packaging | $1.00 |
| Cost per return | $14.04 |
| Per month (24 × $14.04) | $336.96 |
That’s before items you can’t resell. Two policy choices move it most: who pays return shipping, and whether you steer customers to exchanges or store credit. One catch with store credit: on Shopify stores created on or after 12 May 2025, Shopify charges its third-party transaction fee on the part of an order paid with store credit or gift cards (see the Shopify transaction fees guide). Put your own numbers into the return cost calculator.
To run returns once the policy is live: Claimify Our own app handles returns, damage and warranty claims inside the Shopify admin, including return labels, exchanges and store credit. ParcelWILL affiliate link covers tracking pages, shipping protection and returns.
Write your own refund policyAnswer a few questions about your window, shipping, refunds, store credit and exchanges. Copy the policy as text or HTML. No email, no sign-up.Open the refund policy generator