Free returns, shipping, refund and privacy policy template.

Most payment processors will not approve a merchant account until your store publishes returns, shipping and privacy policies. Rather than copy one from a big retailer, here is a plain-language template you are free to copy and adapt. Replace everything in bold brackets with your own details.

Two suggestions before you start. Charge a restocking fee — you already paid a card processing fee on the sale, and returns cost staff time. And keep the language simple: a policy nobody can understand protects nobody. This template is a starting point, not legal advice; have a lawyer review it for your state and your products.

Returns, refunds and exchanges policy

How to return an item

Your item must be in its original, unused condition to be returned, unless there is a manufacturer defect. You must return the item within [30] days of your purchase.

1. Email [returns@yourstore.com] to request a return. We will reply with a return authorization number.
2. Mail the item to: [Your Store Name], Returns Dept — RA #[number], [123 Your Street, City, State ZIP].
3. Include a note with your order number and the reason for the return.

Return exceptions

Some items cannot be returned once opened, including [music, software, video games, personal-care items]. Merchandise that has been worn, used or altered will not be accepted for return or exchange.

Restocking fee

All returns are subject to a [10%] restocking fee, deducted from your refund. Original shipping and handling charges are not refunded.

Exchanges

If your item is in like-new condition you may exchange it for a different size or color. Exchanges are not charged a restocking fee, but you are responsible for return shipping.

Payment policy

Accepted methods of payment: credit and debit cards (Visa, Mastercard, American Express, Discover), [PayPal / Apple Pay / Google Pay], and [check or money order].

Credit card charges: your card is charged when you place your order. If we are unable to fulfil your order for any reason, the charge is refunded in full.

Mailing address for check or money order: [Your Store Name, 123 Your Street, City, State ZIP]. Orders paid by check ship once the payment clears.

Shipping policy

Turnaround: all orders ship within [48 hours], Monday to Friday, [8am–5pm Pacific].

Carriers: we ship with [USPS, UPS, FedEx, DHL].

Order tracking: when the carrier provides a tracking number we add it to your order and email it to you. Some economy services do not include tracking.

Shipping rates: shipping is calculated from the weight of your order and your location. The exact cost is shown before you confirm your order, and you can cancel at that point at no charge.

Back orders: if an item is back-ordered we ship the in-stock part of your order immediately and the remainder when it arrives, with no additional shipping charge for the second shipment.

Privacy policy

This policy explains how we use your personal information. We take your privacy seriously and protect the information you give us.

What we collect: only what we need to fulfil your order — your name, billing and shipping addresses, email address and phone number. We also record your IP address, browser type and referring page, which we use to prevent fraud and improve the site.

How it is used: to process and deliver your order and to contact you about it. We do not sell or share your information with anyone except the carriers and payment providers needed to complete your order.

Payment data: your card details are entered on a secure, encrypted payment form provided by [your payment processor] and are never stored on our servers.

Cookies: we use cookies to keep items in your cart and recognise you on your next visit. You can disable cookies in your browser, but the cart will not work without them.

Contact: questions about this policy can be sent to [privacy@yourstore.com].