DorrisA small Shopify store's return policy should say six things: how many days customers have and from when, what condition the item must be in, who pays for return shipping, how and when the refund is paid, what you never take back, and what happens with a faulty item. Write each as one short sentence with a real number. The copy-paste template is below; it isn't legal advice.
Updated 2026-10-11.
The template
Copy this and replace every [blank] with your own rule.
Returns. You can return most items within [number] days of [delivery / purchase]. The item must be [unused / in its original packaging / with tags]. [We email a prepaid label / you pay for return shipping.] Once we receive it, we refund your original payment method within [number] business days; your bank may take longer to show it. [Exchanges: we don't hold stock for exchanges, so return for a refund and place a new order.] We don't take back: [final-sale items, custom orders, gift cards]. If something arrives damaged or faulty, write to us with your order number and a photo and we'll [replace it / repair it / refund it].
The choices, side by side
Each row is a decision you make once. The middle column lists common options; the right-hand column is what changes for you.
| Choice | Common options | What it changes |
|---|---|---|
| Return window | 14, 30 or 60 days | A longer window means fewer "can I still return it?" emails and a few more returns. |
| Counts from | Delivery date or purchase date | Delivery is fairer to customers; purchase is easier to check. |
| Condition | Unused, in original packaging, tags on | Say what "unused" means for your product, so nobody has to ask. |
| Return shipping | Customer pays, or you send a prepaid label | A prepaid label costs you more and removes the most common objection. |
| Refund method | Original payment method, store credit, or exchange only | Refunds to the original method are the plainest; credit or exchange only needs to be stated up front. |
| Refund timing | A set number of business days after you receive it | Give your own processing time, and say the bank may add days. |
| Never taken back | Final sale, custom orders, gift cards | Put these in the policy, not in a reply to an annoyed customer. |
Why each line is there
- The window, and what it counts from. "Within 30 days" is ambiguous; "of delivery" or "of purchase" isn't. Pick one.
- Condition. Say exactly what "unused" means for your products.
- Who pays for shipping. Customers ask this first, and an unclear answer becomes an email.
- When the money arrives. Give your own processing time, and say the bank may add its own days.
- What you never take back. Put exceptions in the policy, not in a reply to an annoyed customer.
- Faulty items. Keep this separate from returns, so a fault outside the return window is a warranty question rather than an argument.
Three lines to leave out
- Dates you can't control, such as "your refund will arrive Friday".
- Promises you'd need a human to break, like "we always make exceptions".
- Blame, of the carrier, the weather or the customer.
Using it
Put the finished policy on its own page in your store and link it from your checkout and your order-confirmation email. Then write your standard replies from it, so every answer matches. The Reply recipes pack has a longer fill-in support policy and twelve replies, and three of those replies are free on reply recipes.
How long should a Shopify store's return window be?
Most small stores use 30 days, counted from delivery. Shorter windows (14 days) suit fast-moving or hygiene-sensitive products; longer ones (60 days) cut "am I too late?" emails. Pick one number and count it from one date.
Who should pay for return shipping?
It's your call, and the policy should say it in one sentence. Many small stores let the customer pay for ordinary returns and send a prepaid label when the item is faulty or wrong.
Do I have to offer refunds?
What you must offer depends on your country or state, so check the rules where you sell. This template is a starting point and isn't legal advice.
Want all twelve replies and a fill-in policy? Reply recipes ($29). Want the whole back office built for you? Book a demo.
Tim Haines