Business tool
Refund and Cookie Policy Generator
Create a returns and refund policy plus a cookie policy for your online store. Set your return window, exclusions and cookie types, then copy HTML or Markdown.
Free, no sign-up. Runs in your browser; nothing is uploaded.
Template, not legal advice. This is a template generated from your answers, not legal advice. Have a qualified lawyer review it before you publish.
Your store
Returns and refunds
Not eligible for return
Cookies
Refund and Returns Policy for [Store name]
3 details still in [square brackets]. Fill the matching boxes on the left before you publish.
Refund and Returns Policy for [Store name]
Last updated: 6 November 2026
1. Overview
We want you to be happy with your order from [Store name]. This policy explains when you can return an item and how refunds work. To start a return, email [support email] with your order number.
2. Eligibility
- Request the return within 30 days of delivery.
- Items must be unused, undamaged and in their original packaging.
- Include your order number or proof of purchase.
3. Items we cannot take back
The following are not eligible for return unless faulty or not as described:
- Digital downloads and licences once delivered or accessed.
- Gift cards.
4. How to return
- Email [support email] with your order number and the reason for the return.
- We will reply with return instructions and the address to send the item to.
- You pay return shipping unless the item is faulty or we sent the wrong one. We recommend a trackable service, because we cannot refund items lost in transit.
5. Refunds
Once we receive and inspect your return we will email you. Approved refunds are issued within 7 days to your original payment method. Your bank or card provider may take extra days to show it.
Original shipping charges are refunded only if the return is due to our error.
6. Exchanges
If you want a different size or colour, email [support email] within the return window. We will swap it for the same item when stock allows, or refund you.
7. Damaged or wrong items
If your order arrives damaged or is not what you ordered, email [support email] within 7 days of delivery with photos. We will send a replacement or a full refund, including shipping, at no cost to you.
8. Cancellations
You can cancel an order before it ships by emailing us. Once it has shipped, follow the return process above.
9. Your statutory rights
This policy does not affect any rights you have under consumer protection law in your country.
10. Contact
[Store name]: [support email].
How to use the refund and cookie policy generator
Two documents, one questionnaire
Online stores need a returns policy that shoppers can find before they buy and a cookie policy that explains what the site stores on their device. This tool generates both from one form, and you switch between them with the Document control above the preview.
Set up your returns rules
- Enter the store name, website and support email.
- Choose the return window. Count it from delivery, not from the order date, so slow shipping does not eat into it.
- Decide who pays return shipping. Many stores ask the customer to pay unless the item is faulty, while others offer a free label to lift conversion.
- Pick where the refund goes: the original payment method, store credit or the customer's choice. Add the number of days you need to process it.
- Tick the exclusions that apply: digital goods, perishables, personalised items, final-sale stock or gift cards.
The policy also covers damaged or wrong items with a separate reporting period, exchanges and cancellations, and it ends with a line preserving statutory consumer rights.
Describe your cookies
Tick the categories your store really uses: preferences, analytics and marketing. Strictly necessary cookies are always listed. If you sell to the EU or UK, enable the consent option and name the banner tool you use, so the policy and the banner agree.
Publish
Copy the HTML into two pages, for example /refund-policy and /cookie-policy. Link both in your footer, on the product page near the price, and at checkout. Download Markdown if your content lives in a repository.
Good habits
- Keep promises you can keep: if you say seven days, refund in seven days.
- Update the policy when your suppliers, carriers or tracking tools change.
- Make the email address real and monitored.
This is a template, not legal advice.
Frequently asked questions
Do I need both a refund policy and a cookie policy?
A clear returns policy builds trust and reduces disputes, and payment providers often ask for one. A cookie policy is needed whenever your store uses cookies beyond the strictly necessary ones, particularly for EU and UK visitors.
What is a reasonable return window?
30 days from delivery is the most common choice for physical goods. Shorter windows are fine if stated clearly. Some countries give buyers a statutory cooling-off period for online orders that your policy cannot remove.
Can I refuse refunds on digital products?
Often yes once the download has been delivered or accessed, but you must say so before purchase, and faulty items usually still qualify. Check the rules for the countries you sell to.
Does the cookie policy replace a consent banner?
No. The policy explains what you use; a consent banner collects the visitor's choice. Tick the consent option to include wording that matches a banner.
Is this legal advice?
No. It is a template from your answers and should be reviewed by a lawyer before publishing.