DorrisCheck the delivery date against your window first, and ask whether they describe a fault. Then say the decision plainly and kindly, and offer whatever your written policy does allow: the warranty for a fault, or a reduced refund if your policy has one. Only offer an exception you're willing to grant, and never let a late return turn into an argument by email.
A reply ready to copy (past the window, with an option your policy allows):
Hi [first name], thanks for writing. Order [number] was delivered on [date], which is past our [x]-day return window, so I'm not able to accept it as a standard return. [What your policy does allow: if the [item] has a fault, such as [examples], it may be covered by our warranty: send a photo and your order number. / We can accept it back for a refund of [amount or %], less [return shipping / a restocking fee of [amount]].] Just reply and I'll set that up.
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Below are the other cases. Fill the [blanks] from your own policy. They're examples, not legal advice.
Before you reply
- Check the dates: when it was delivered, and when your window closed. Use the order, not the customer's memory.
- Ask whether it's faulty. A fault is often a warranty question, not a return, and in some places the law covers faults for longer than your return window.
- Check your written policy for what you offer after the window, if anything. If it doesn't say, a person decides.
1. It has a fault
Hi [first name], I'm sorry the [item] has [the fault]. Order [number] is past our [x]-day return window, but this may be covered by our warranty, which covers [what it covers] for [length]. Could you send a photo of the fault and your order number? We'll reply within [x business days] with a repair, a replacement, or an honest explanation if it isn't covered.
2. A one-time exception you've decided to make
Hi [first name], thanks for asking. Order [number] is past our [x]-day window, but as a one-off I'm happy to take it back this time. [How: here's a return label / please send it to [address]]. Once it arrives in [condition], I'll refund [amount] to your [payment method].
Only send this if you've decided to make the exception. Say "this time" so it doesn't become the new rule.
3. A plain no
Hi [first name], thanks for writing. Order [number] was delivered on [date], which is past our [x]-day return window, and I'm sorry we can't make an exception on a return. [If you have a warranty: if anything goes wrong with it in future, our warranty covers [what it covers]: just send a photo and your order number.]
4. They push back
Hi [first name], I understand, and I'm sorry this isn't the answer you hoped for. I've passed your message to [name / the owner], who'll reply by [day].
Don't argue and don't give in by email. Let a person decide, once.
What never to send
- "Rules are rules." Say what you can do, not only what you won't.
- Store credit, a code or a partial refund your written policy doesn't already offer.
- Anything that suggests the late return is the customer's fault.
- A promise that gives a customer less than the law where they live gives them for a faulty item.
The rest of the set
This is one of 23 free customer service email templates, by scenario, last updated 2026-10-11.
These cover one kind of email. Reply recipes, the paid pack, has twelve, including returns inside and outside the window, warranty claims, refunds, where is my order, damaged and wrong items, cancellations, angry customers and discount requests. It also has a fill-in policy template and rules for an AI that drafts your replies.
More replies like this: Where is my order?, Damaged or wrong item, Cancel an order and Warranty claims. Your rules in writing: a return policy template.
Last reviewed 2026-10-11.
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Tim Haines