---
name: return-refund-policy
description: "Write a clear, fair returns, refunds & exchanges policy for an online store. Use when asked to write a return policy, refund/exchange policy, or store returns page. Produces a customer-friendly policy — window, conditions, process, refund method/timing, exceptions, and shipping — in plain language that reduces support tickets and builds trust. Not legal advice."
---

# Return & Refund Policy Skill

A clear returns policy is a conversion tool, not just fine print — shoppers check it before buying, and a fair,
plain-English one removes a purchase objection. This skill writes a policy that's easy to understand and easy
to act on, so customers trust it and your support team isn't answering the same questions all day.

> **Note:** this is a drafting aid, **not legal advice**. Consumer-protection rules (statutory return rights,
> distance-selling/cooling-off, warranty law) vary by country and platform — have it reviewed against your
> jurisdiction and marketplace policies before publishing. Flag, don't rule on, legal questions.

## Working from a brief

Given "write a returns policy for my Shopify store", **produce the full policy anyway** — infer sensible,
customer-friendly defaults (e.g. a 30-day window), and clearly mark each business-specific choice
*(set your value)* so the owner confirms window, who pays return shipping, and exceptions. Never withhold for
missing detail.

## Required Inputs

Ask for these only if they aren't already provided (else use a labelled default):

- **What you sell** — product types, and any non-returnable categories (perishables, custom, intimate, digital).
- **Return window & condition** — how long, and the condition required (unused, tags on, original packaging).
- **Who pays return shipping** — you, the customer, or free over a threshold.
- **Refund method & timing** — original payment / store credit / exchange, and how long it takes.
- **Channel** — own store vs. marketplace (which may impose its own rules).

## Output Format

### Returns, Refunds & Exchanges

- **Our promise** — a friendly one-line statement of the policy's spirit.
- **Return window** — how long after delivery, and from what date.
- **Condition** — what state items must be in to qualify.
- **How to return** — the step-by-step process (start a return, label, pack, send).
- **Refunds** — method (original payment / credit / exchange), when it's issued, and how long it appears.
- **Exchanges** — how to swap size/colour/item.
- **Return shipping** — who pays, and any free-returns threshold.
- **Exceptions / non-returnable items** — clearly listed (final sale, perishable, custom, hygiene, digital).
- **Damaged / wrong / faulty items** — the (easier, no-cost) path for your error or a defect.
- **Contact** — how to get help.

Mark each business-specific value *(set your value)* and add a note to confirm jurisdiction-specific rights.

## Quality Checks

- [ ] Plain language a shopper understands at a glance — no legalese
- [ ] The window, condition, and "who pays shipping" are stated explicitly
- [ ] Refund method and timing are clear (and realistic)
- [ ] Non-returnable categories and the faulty/wrong-item path are both covered
- [ ] The process is actionable step-by-step
- [ ] Business-specific values are flagged to set; a note to confirm legal/consumer rights is included

## Anti-Patterns

- [ ] Do not hide unfavourable terms in dense legalese — clarity builds trust and cuts tickets
- [ ] Do not omit the faulty/wrong-item path — that's the case that most needs a clear, no-cost route
- [ ] Do not state statutory rights as fact across regions — flag for jurisdiction review
- [ ] Do not leave window/shipping/refund-timing vague — those are exactly what shoppers check
- [ ] Do not contradict the marketplace's own policy if selling there — note where it overrides

## Based On

E-commerce trust & CRO practice — transparent, plain-language returns policies that reduce purchase friction and support load.