"No refunds" written on a bill is not a policy; it is an invitation to a chargeback, a one-star review and a consumer complaint. A clear refund and return policy — what can be returned, within how many days, in what condition, who pays shipping, when the money comes back and how — is required for online sellers under the Consumer Protection (E-Commerce) Rules and is the cheapest way any shop, agency or app reduces disputes. This generator drafts a refund, return and cancellation policy for physical products, services, digital goods and subscriptions, tuned to how you actually operate, ready to publish.
What a compliant policy states
| Item | Guidance |
|---|---|
| Return window | 7, 10, 15 or 30 days from delivery; state the trigger date |
| Eligible items and conditions | Unused, original packaging, tags intact; exclusions (perishables, customised, innerwear, digital downloads once accessed) |
| Process | How to initiate (WhatsApp, email, form), what to include (order ID, photos), pickup vs self-ship |
| Refund method and timeline | To the original payment mode within X working days after receipt/inspection; store credit options |
| Shipping costs | Who pays for returns; free for damaged/wrong items |
| Cancellations | Before dispatch free; after dispatch as a return; service cancellations with notice periods |
| Exchanges | Size/colour swaps, subject to stock |
| Damaged or wrong items | Report within 48 hours with photos; replacement or full refund including shipping |
| Non-refundable cases | Clearly listed and reasonable |
| Contact and grievance | Named contact, response time |
How to use the generator
- Choose what you sell — physical goods, services, digital products, subscriptions, or a mix.
- Set the window, conditions, who pays return shipping, refund method and timeline, and any exclusions from the checklist.
- Add cancellation rules (orders and appointments) and exchange rules.
- Generate, adjust wording, and publish at
/refund-policy; link from checkout, the terms, order confirmations and your marketplace store page. - Keep the same rules on WhatsApp orders — paste the short version in a quick reply.
Rules and realities in India
- E-commerce sellers must disclose return, refund, exchange, warranty and cancellation terms up front; a "no returns" blanket policy on defective goods is an unfair trade practice.
- Marketplaces (Amazon, Flipkart, Meesho) impose their own return windows — your policy applies to your own channels but should not promise less than the law.
- GST: refunds after invoicing need a credit note; returns reduce your outward supply in the month of the credit note.
- Payment gateways expect a published policy; chargeback disputes are decided largely on whether you followed it.
- Services: stage-wise cancellation charges must be proportionate; advances taken on a proforma invoice should state what is refundable.
- The Consumer Protection E-Commerce Rules and DPDP checklist covers the disclosure and data side together.
Running returns without losing money
- Photos and size charts prevent most apparel returns; the background remover and photo resizer help.
- Inspect before refunding; refund within the promised time — late refunds are what customers complain about, not the policy itself.
- Track return rate in the seller pricing workflow and order accuracy calculator; a rising rate is a product or description problem.
- Offer store credit with a small bonus as an option, never as the only option.
- Log every return with reason; the CSAT calculator shows whether handling is working.
Related tools
- Terms & Conditions generator — the contract the policy sits in.
- Privacy policy generator — data handling for return requests.
- Credit note generator — GST-correct refunds.
- Payment receipt — proof of refund payment.
- Order accuracy calculator — reduce returns at the source.