ForgefontProduct pages that sell
How to write a returns page for your store
A good returns page says how long customers have to return an item, what condition it must be in, who pays for postage, how to start a return and when the refund arrives. It must also respect the law where your customers live. This page gives a template and the main points to check.
This is general information, not legal advice. Consumer rules vary by country and change over time, so have your final policy checked by a professional.
What should you decide first?
Write down five decisions before you touch the text:
- The time limit: how many days, and from which event (usually delivery).
- Return postage: paid by you, or by the customer.
- Exclusions: what cannot be returned, and why.
- The refund: how it is paid and how quickly.
- Where parcels go: a real return address, which may differ from the address you ship from.
Returns can also affect the decision to buy. In Baymard Institute’s survey (page last updated September 22, 2025), 13% of US shoppers who were not just browsing said they left because the returns policy was not satisfactory. So state the essentials on the product page too.
What minimum rights do customers have?
This table covers the points most stores ask about, for a consumer buying online from a business. It is a summary, so read the sources for exceptions.
| Point | European Union | United Kingdom | United States |
|---|---|---|---|
| Cancel without a reason | 14 days from delivery | 14 days from receipt to say so, then 14 days to send it back | No right under the FTC’s Cooling-Off Rule, which excludes sales made entirely online. Your own policy and state rules apply |
| Refund timing | Within 14 days, and you may hold it until the goods are back | Within 14 days of getting the item back | As stated in your policy; follow it |
| Original delivery cost | Refunded, at the standard rate | Refunded, at the standard rate | As stated in your policy |
| Return postage | Customer pays, unless you offered to or did not tell them | Customer pays, unless you agreed to or did not tell them | As stated in your policy |
| You did not inform them | The period can be extended by up to 12 months | They can cancel for up to 12 months | Not covered here |
| Faulty goods | Legal guarantee of at least 2 years | Separate rights: repair, replacement or refund | Depends on warranties and state law |
The EU and UK also list items that can usually be excluded from the right to cancel, such as personalized or made-to-order goods, perishable goods, and sealed hygiene items once opened. Faulty goods keep their protection.
A newer EU point: since June 19, 2026, EU rules require an online “withdrawal function” for contracts concluded through a website, where a right of withdrawal exists. This summary by the law firm Hogan Lovells describes a clearly labeled button available throughout the period. Rules are applied country by country, so if you sell to EU consumers, ask a professional how your store should handle it.
A template you can fill in
Replace everything in brackets, and adapt it to the rules above for each market you sell to.
Returns and refunds
Time limit. You have [X] days from delivery to tell us you want to return an item.
Condition. Items must be returned [unused, in their original packaging]. [You can inspect an item as you would in a shop.]
How to return. Write to [email] with your order number, or use [link to your return form]. We will send you the instructions and the return address.
Return postage. [We pay for return postage / You pay for return postage, which costs about [amount] to [country].]
Refunds. We refund to your original payment method within [X] days of receiving the item [or proof that you sent it], including standard delivery where the law requires it.
Items we cannot take back. [List, with the reason.] This does not affect your rights if an item is faulty.
Faulty or wrong item. Write to [email] with a photo. We will [repair, replace or refund] the item and cover the postage.
How do you set this up in Shopify?
Go to Settings > Policies. Shopify’s written policies include a return and refund policy, published at /policies/refund-policy. It can be generated automatically, but Shopify says the templates are not legal advice and do not guarantee compliance.
In the same place, return rules let you set the window, return shipping, restocking fee and final sale items. Customers can only ask for a return from their account if you turn on self-serve returns. The rules and your written policy must say the same thing.
Where should the page appear?
- In the footer menu of every page.
- In a short dropdown on each product page: the time limit and who pays.
- Next to your shipping page, since buyers read both together.
Our launch checklist includes these pages, and our guide on why visitors add to cart but do not buy shows where this fits in the buying path.
Giving us your terms
Forgefont creates a Shipping and returns page if you give us your terms, and adds shipping details to your product dropdowns. We write what you provide, so have your terms checked first. Prepare your five decisions, then configure your store.
Frequently asked questions
Can I have a no-returns policy?
It depends on where your customers live. EU and UK buyers have a legal right to cancel most online orders, and a store policy cannot remove it. Ask a professional before you publish a no-returns policy.
Can I charge a restocking fee?
Shopify lets you set one in its return rules, but whether you may charge it depends on the customer’s country and the reason for the return. Do not assume it applies to legal cancellations or faulty goods.
Should I offer store credit instead of a refund?
You can offer it as a choice alongside a refund. Do not use it to replace a refund the law gives the customer, and ask a professional if you are unsure.