YundaDeskRefund Policy & Shipping Policy Templates
Your refund policy and shipping policy are ecommerce's two foundational trust documents — written clearly, they cut pre-sale questions and disputes in half. The two English templates below follow cross-border ecommerce conventions; replace the {placeholders} with your real terms and publish.
Five decisions to make before publishing
- How long is the return window? 14–30 days is typical; count from the delivery date, not the order date, to avoid ambiguity. Mind the legal floor: EU consumers have a mandatory 14-day withdrawal right for distance sales — your policy can't undercut it.
- Who pays return shipping? The convention is two-track: your error (wrong/damaged item) — you pay; change of mind — the customer pays. For low-ticket items consider returnless refunds, since round-trip shipping often exceeds the item's value.
- What's non-returnable? Hygiene items, personalized goods and perishables are the usual list — and each must also be flagged on its product page; a policy-only mention is often unenforceable.
- When does the refund arrive? Split the timeline in two: when you issue it, and when banks post it. Most "where's my refund" complaints come from conflating the two.
- Who owes customs duties? State DDU/DDP explicitly for international orders. Unstated duties are the most expensive silence in cross-border retail — they turn into refusals and one-star reviews.
One honest disclaimer
These templates are a starting point built on industry convention — not legal advice. Mandatory rules differ by market (the EU's 14-day withdrawal right, national consumer protection laws), so review the relevant sections against the laws of each market you sell into. For clauses you're unsure about, one lawyer consultation is money well spent.
Refund & Return Policy (full template)
REFUND & RETURN POLICY — {Store Name}
Last updated: {date}
1. Return window
You may request a return within {30} days of the delivery date shown in your tracking. Requests outside this window can't be accepted, except where local law provides a longer mandatory period.
2. Condition requirements
Items must be unused, in original condition, with tags and original packaging. Items showing wear, alteration, or missing parts may be refused or partially refunded.
3. Non-returnable items
For hygiene and safety reasons, we can't accept returns of: {e.g. underwear, earrings, opened cosmetics, perishable goods, gift cards, personalized items}. These are marked as final sale on their product pages.
4. How to start a return
Email {support_email} or message us in-store chat with your order number and reason. We'll reply within {24} hours with the return address and instructions. Please don't ship anything back before receiving them — unregistered returns can't be tracked or refunded.
5. Return shipping costs
If the return is due to our error (wrong, damaged, or defective item), we cover return shipping or waive the return entirely. For change-of-mind returns, the customer covers return shipping of approximately {amount/range}.
6. Refund method and timing
Refunds go to the original payment method within {3} business days after we receive and inspect the return. Depending on your bank or card issuer, the amount typically appears within {5–10} business days after that. Original shipping fees are {refunded / not refunded} for change-of-mind returns.
7. Exchanges
Want a different size or color? The fastest route is a return for refund plus a new order. Direct exchanges are available for {categories} — mention "exchange" when you contact us.
8. Damaged or wrong items
If your order arrives damaged or isn't what you ordered, contact us within {7} days with photos. We'll send a replacement or full refund — no return shipment needed in most cases.
9. Late or missing refunds
If the timeline in section 6 has passed, first check with your bank or card issuer, then contact us at {support_email} — we'll provide the refund transaction reference and chase it with the payment provider.
10. Contact
{Store Name} — {support_email} — {business_address}
Live chat: {hours} ({timezone})Shipping Policy (full template)
SHIPPING POLICY — {Store Name}
Last updated: {date}
1. Processing time
Orders are processed within {1–2} business days (Mon–Fri, excluding {holidays}). Orders placed after {cutoff time, timezone} count from the next business day. During peak periods (e.g. {Black Friday / CNY}), processing may take up to {X} additional days — we'll note this on the site banner.
2. Shipping methods and timeframes
- Standard: {7–15} business days — {free / $X}
- Expedited: {3–7} business days — {$Y}
Timeframes are carrier estimates from dispatch, not guarantees; customs handling can extend them (see section 5).
3. Shipping destinations
We currently ship to {countries/regions}. We can't deliver to {exclusions, e.g. PO boxes, military addresses}.
4. Tracking
A tracking link is emailed within {24} hours of dispatch. Tracking may take {24–48} hours to show first movement. If it hasn't updated for {7}+ days, contact us and we'll open a carrier trace.
5. Customs, duties and taxes
International orders may be subject to import duties and taxes determined by your country. Unless the checkout states otherwise, these charges are the recipient's responsibility. Customs clearance can add {X–Y} business days beyond our estimates.
6. Address changes
We can update the delivery address any time before dispatch — contact us immediately with the correct address. After dispatch, address changes depend on the carrier and can't be guaranteed.
7. Lost or undelivered parcels
If tracking shows no delivery {X} days past the estimate, we'll open an investigation with the carrier. Parcels confirmed lost are reshipped or refunded in full — your choice. Parcels marked delivered but not received: we'll share proof-of-delivery details and help you file with the carrier.
8. Contact
Questions about your shipment: {support_email} or live chat ({hours}, {timezone}).Frequently asked questions
Where should these policies live on my site?
A permanent footer link is the baseline; the higher-value placements are visible entries on product pages and at checkout — policies only prevent disputes when they're read before the order. Platforms like Shopify also expect them reachable from checkout.
Can I just say "all sales are final"?
Not for most international markets. Consumer protection laws — the EU's mandatory withdrawal right among them — make blanket final-sale terms unenforceable there, and they suppress conversion everywhere. Restrict final-sale to legally permitted categories and flag each item individually.
When are returnless refunds worth it?
When round-trip shipping exceeds the item's value. For low-ticket goods, letting the customer keep the item and refunding saves freight and inspection while delivering a better experience. Don't promise it in the policy — apply it order-by-order.
The policy is published but support still answers shipping questions all day — now what?
Two steps: surface the key numbers (timeframes, free-shipping threshold) on product pages, then feed the policy documents to an AI agent so the big three — where's my order, how long, how do I return — answer themselves. That's the step that turns a policy from a document into service.
Policies answer the general rule; customers ask about their order. The AI Agent connects the two and answers automatically.