Free merchant resource
A plain-language Shopify return policy template
Start with the copy below, replace the bracketed details, and remove anything that does not match how your store actually operates. Clear rules reduce repetitive support questions and help customers know what to expect before they buy.
Use the free, browser-only Shopify return policy generator to choose the window, shipping responsibility, and refund options before copying the result.
Return and exchange policy template
Returns and exchanges
We want you to be happy with your purchase. If something is not right, you may request a return or exchange within [NUMBER] days of [delivery / purchase].
Eligibility
To qualify, an item must be:
- Unused, unworn, and in its original condition
- Returned with its original packaging and tags
- Accompanied by an order number or proof of purchase
We cannot accept returns for [FINAL-SALE ITEMS, PERSONALIZED ITEMS, GIFT CARDS, OR OTHER EXCLUSIONS].
How to start a request
Submit your request through [RETURN PORTAL LINK]. Include your order number, the item you want to return or exchange, and the reason for the request. Do not send an item back until your request has been reviewed and you have received return instructions.
Return shipping
[CUSTOMER / STORE] is responsible for return shipping costs unless the item arrived damaged, defective, or incorrect. Original shipping charges are [REFUNDABLE / NON-REFUNDABLE]. We recommend using tracked shipping because we cannot process a return until it reaches us.
Refunds
We will inspect the returned item after it arrives. If approved, the refund will be sent to the original payment method within [NUMBER] business days. Your bank or payment provider may need additional time to post the refund.
Exchanges
Exchanges depend on available inventory. If the requested size or variant is unavailable, we will offer [A REFUND / STORE CREDIT / AN ALTERNATIVE ITEM]. Any price difference will be [COLLECTED / REFUNDED / HANDLED AS STORE CREDIT].
Damaged, defective, or incorrect items
Contact us within [NUMBER] days of delivery and include your order number plus clear photos of the item and packaging. We will review the issue and provide the appropriate replacement, refund, or other resolution.
Questions
For return questions, contact [SUPPORT EMAIL] or use our return portal at [RETURN PORTAL LINK].
Five decisions to make before you publish
- Choose a realistic request window.Count from delivery if you can, and state whether holiday purchases receive an extension.
- List exclusions explicitly.Avoid vague “some items” wording. Name hygiene-sensitive, personalized, perishable, digital, or final-sale categories.
- Assign return-shipping responsibility.Separate ordinary preference returns from damaged, defective, and incorrectly shipped orders.
- Explain what happens after arrival.Give a realistic inspection and refund timeline without promising the bank's processing speed.
- Make the starting point obvious.Link one return portal or request form everywhere instead of asking customers to guess which inbox to use.
Put the policy into practice
Give customers one clear place to start.
Opus turns your rules into a customer return and exchange portal, then keeps requests out of scattered email threads. The current app is completely free and takes about a minute to set up.
Install Opus free from Shopify