Returns and Refund Policy
Template. This page is a starting point, not legal advice. Fill in the bracketed details in the store config and have a lawyer review it for your business and every country you sell to before you launch.
Not for you? Send it back unused within 30 days of delivery for a full refund.
Returns
- You have 30 days from the day your order is delivered to start a return.
- Items must be unused, in the same condition you received them, and in the original packaging.
- Gift cards and items marked final sale can’t be returned.
How to start a return
- Email hello@example.com with your order number and the item you’d like to return.
- We’ll reply within one business day with the return address and instructions.
- Pack the item securely. Ceramics need padding on every side.
Items sent back without first contacting us won’t be accepted.
Return shipping
Return shipping is paid by you unless the item arrived damaged, defective or wrong. We recommend a trackable service, since we can’t refund items that never reach us.
Refunds
Once your return arrives we’ll inspect it and email you. Approved refunds go back to your original payment method within 5 business days; your bank may take a few more days to show it. Original shipping charges are refunded only if the return is due to our error, or if you cancel within 14 days as described below.
Damaged, defective or wrong items
If something arrives broken or isn’t what you ordered, email us a photo within 14 days of delivery. We’ll send a replacement or a full refund, your choice, and you won’t need to send the broken item back.
Exchanges
To swap for a different color, return the original for a refund and place a new order. It’s the fastest way to get the item you want.
Late or missing refunds
If you haven’t received a refund 10 business days after we confirmed it, check with your bank or card issuer first, then email us and we’ll look into it.
Cancelling within 14 days (EU and UK)
If you live in the European Union or the United Kingdom, the law also gives you the right to cancel your order within 14 days without giving a reason. It applies on top of our 30-day returns, not instead of them.
- The 14 days start on the day you, or someone you name other than the carrier, receive the goods.
- To cancel, tell us clearly before the 14 days are up, for example by email to hello@example.com. You can use the form below, but you don’t have to.
- Send the item back within 14 days of telling us. You pay for sending it back.
- We refund everything you paid, including standard delivery (but not the extra for express delivery), within 14 days of hearing from you. We may wait until the item is back with us, or you show us you’ve sent it, whichever comes first. The refund goes to the way you paid, at no cost to you.
- You’re only responsible for any loss in value from handling the item more than you’d need to check what it is and how it works.
Cancellation form
Complete and return this form only if you wish to cancel the contract.
To: [Company Name LLC], [Street address], [City, State ZIP], United States, hello@example.com
I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*),
Ordered on (*)/received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
(*) Delete as appropriate.
Questions
[Company Name LLC]
[Street address]
[City, State ZIP]
United States
hello@example.com