---
title: "Return Policy Examples and Free Return Policy Generator"
description: "Copy return policy examples and a fill-in template, check return rules in 18 markets, and draft your store's policy with a chatbot FAQ. Free."
canonical: https://luckpanda.app/chatbot/tools/return-policy-generator
updated: 2026-10-14
---

# Return policy examples and a free return policy generator

Canonical URL: https://luckpanda.app/chatbot/tools/return-policy-generator
Language: en
Updated October 14, 2026

Pick your return window, who pays shipping and what customers get back. The generator drafts a clear return policy that respects the minimum the law gives shoppers in your country, plus a short FAQ your website chatbot can answer from.

Free tool: https://luckpanda.app/chatbot/tools/return-policy-generator (generator, customer-service)

Agents: run it over MCP (https://luckpanda.app/mcp) with chatbot_public_tool_run { "tool": "return-policy-generator", "lang": "en", "inputs": { … } }; chatbot_public_tool_list gives the inputs.

**Example:**

```text
Return Policy for Juniper Lane Apparel

Return window
You can return items within 30 days of delivery if you change your mind.

Condition of returned items
- Items must be unworn, unwashed and unused, with the original tags attached.
- We check every return when it arrives.

Items that cannot be returned
- Final-sale items
- Swimwear
- Earrings
- Gift cards
These items can still be returned if they arrive faulty, damaged or not as described.

How to start a return
Email returns@juniperlaneapparel.com with your order number, the items you are sending back, and whether you want a refund or an exchange. We will reply with the return address and instructions.

Return shipping
You pay the return shipping for change-of-mind returns. We recommend a tracked service.

Refunds and exchanges
- You can choose a refund to your original payment method or an exchange for another size or color.
- We process refunds within [number] days of receiving your return. Your bank may take a few more days to show it.
- Exchanges ship once your return arrives, subject to stock.

Faulty, damaged or wrong items
If an item arrives faulty, damaged or not as described, email us with your order number and a photo. We will send a replacement or refund you in full, including shipping.

Your legal rights
Nothing in this policy limits your rights under the law.

Last updated: [date]
---
Q: How long do I have to return an item?
A: You have 30 days from delivery. Items must be unworn and unwashed, with the original tags attached.
Q: Who pays for return shipping?
A: You pay for change-of-mind returns. If an item arrives faulty, damaged or wrong, we cover the shipping.
Q: Can I exchange for a different size?
A: Yes. Email returns@juniperlaneapparel.com with your order number and the size you want. Exchanges ship once your return arrives, subject to stock.
Q: Can I return swimwear or earrings?
A: No, swimwear, earrings, gift cards and final-sale items cannot be returned for a change of mind. They are covered if they arrive faulty or damaged.
Q: When will I get my refund?
A: We process refunds within [number] days of receiving your return, to your original payment method.
```

## What a good return policy says

> A good return policy answers five questions in plain words: how many days customers have, what condition items must be in, which items cannot be returned, who pays return shipping, and whether they get a refund, an exchange or store credit. It also says how to start a return and keeps faulty items separate, because in most countries the law covers those whatever your policy says.

1. **Name your store and country.** The country sets the legal minimum. In the UK and EU, for example, online shoppers have 14 days to change their mind.
2. **Choose your terms.** Set the return window (0 for no change-of-mind returns), who pays return shipping, what customers get back, and the condition you accept.
3. **List what cannot be returned.** Add final-sale items, hygiene products, custom orders or anything else you exclude, and say how customers start a return.
4. **Check, publish, teach your chatbot.** Read the draft against the country table below, fill any [square-bracket] slots, publish it, and paste the FAQ into your chatbot.

## Return policy examples you can adapt

Five common setups, each written as it would appear on a store's returns page. Replace the [square-bracket] slots with your own details.

**30-day returns, free return shipping**

```text
You can return any unused item within 30 days of delivery for a full refund or an exchange.
Returns are free: start a return at [returns page] and we will email you a prepaid label.
We refund your original payment method within [number] days of receiving your return.
Items that arrive faulty, damaged or not as described are always covered.
```

**Exchange or store credit only**

```text
You can return unworn items with their tags attached within [number] days of delivery.
We offer an exchange for a different size or color, or store credit for the full item price. Change-of-mind returns are not refunded to your card.
Return shipping is paid by you unless the item is faulty, damaged or not as described. In that case we cover shipping and you can choose a full refund.
```

Works in the US, India and the UAE, where the store's policy decides change-of-mind returns. UK and EU online shoppers can still cancel within 14 days for a refund.

**Final sale, no returns**

```text
All sales are final. We do not accept returns or exchanges for a change of mind.
If your order arrives faulty, damaged or not as described, email [support email] with your order number and a photo, and we will replace it or refund you.
Nothing in this policy limits your rights under the law.
```

Show this clearly before checkout. It does not work for online sales to the UK, EU, Brazil, Mexico or Saudi Arabia outside their legal exceptions, and a blanket "no returns" notice is void in the UAE.

**UK and EU: 14-day right to cancel**

```text
You can cancel your order for any reason within 14 days, counted from the day after you receive it (or the last item, for orders delivered in parts).
To cancel, tell us at [contact], or use the cancellation form at [link]. Then send the items back within 14 days.
We refund everything you paid, including standard delivery, within 14 days of receiving the items or proof that you sent them, by the same payment method. You pay the return postage.
This right does not apply to personalized items, perishable goods, or sealed hygiene products, recordings or software once unsealed.
```

You can charge return postage only if you said so before the sale. In Germany, use the official model withdrawal notice instead of your own wording.

**Extended holiday returns**

```text
Items bought between [start date] and [end date] can be returned until [date].
All other terms of our return policy stay the same: items must be unused, and refunds go back to your original payment method within [number] days of receiving them.
```

Put the dates on the product page and in the order email, so your support team and your chatbot give the same answer.

## Return policy template

A fill-in template with every section a store return policy needs. The generator above writes the same structure in full sentences.

**Return policy template**

```text
Return Policy for [store name]

Return window
You can return items within [number] days of delivery.

Condition of returned items
Items must be [unused / unworn with tags attached / in their original packaging].

Items that cannot be returned
- [final-sale items]
- [gift cards]
- [personalized or made-to-order items]
These items can still be returned if they arrive faulty, damaged or not as described.

How to start a return
[Email address, returns page or form]. Include your order number and the items you are returning.

Return shipping
[You pay return shipping / Returns are free / We pay return shipping for faulty or wrong items].

Refunds, exchanges and store credit
We offer [a refund to your original payment method / an exchange / store credit]. We process refunds within [number] days of receiving your return.

Faulty, damaged or wrong items
Contact us at [contact] with your order number and a photo. We will replace the item or refund you, including shipping.

Your legal rights
Nothing in this policy limits your rights under the law.

Last updated: [date]
```

## Return rules by country

The minimum the law gives shoppers in each market the generator covers. The draft follows the row for the country you pick.

| Country | Change-of-mind window | Refund deadline and return shipping | What can't be excluded |
| --- | --- | --- | --- |
| United States (federal) | None by law for online sales: your policy decides, and "all sales final" is allowed if clearly shown before purchase. The FTC Cooling-Off Rule covers only some in-person sales away from your premises. | Set by your policy. If an order is cancelled for a shipping delay, refund within 7 working days (one billing cycle for card credits). | If you give a written warranty, you cannot disclaim implied warranties. Card payments can be disputed with the customer's bank. |
| US: California | If you do not give a full cash refund, credit or exchange within 7 days of purchase, you must post your policy where buyers see it. | Not set by this rule. | The posting duty. Without a posted policy, buyers can return goods within 30 days for a refund (food, perishables, "as is" or "all sales final" goods, custom goods and goods without their package are excluded). |
| US: New York | Show the policy, or a link to it, near the item or before you ask for payment details (applies to online stores too). | The policy must state the time limit, cash or store credit, and any restocking or other fee with its amount. | The disclosure: whether you take returns, whether sale and "as is" items can be returned, whether proof of purchase is needed, and that customers can ask for a written copy. If it is missing, buyers can return unused goods within 30 days. |
| United Kingdom | 14 days to cancel online, phone or mail orders for any reason, from the day after delivery of the last item. Up to 12 months longer if you do not tell the customer. | Within 14 days of getting the goods back or proof of sending, whichever is first. Same payment method, standard delivery included. The customer pays return postage only if told before buying. | Faulty goods: full refund if rejected within 30 days of delivery, and you pay reasonable return costs. Change-of-mind returns can be refused only for the listed exceptions (personalized, perishable, unsealed hygiene goods or recordings, and similar). |
| European Union | 14 days to withdraw without a reason, from physical possession of the last item. 12 months longer if you do not tell the customer. The customer sends goods back within 14 days. | Within 14 days of being told, same payment method, standard delivery included. You may wait until the goods are back or proof of sending. The customer pays direct return costs only if told before buying. | The legal guarantee of at least 2 years from delivery. Terms that waive these rights are not binding. From 19 June 2026, online sellers must offer a withdrawal button. |
| Germany | 14-day right of withdrawal (Widerrufsrecht) from receipt of the goods, no reason needed. If the customer was not informed, it ends at the latest 12 months and 14 days after the start. | Within 14 days, same payment method, cheapest standard delivery included. You may hold the refund until the goods are back. The customer pays direct return costs only if told beforehand. | 2-year statutory warranty on new goods; a defect within 1 year is presumed to have existed at delivery. Use the official model withdrawal notice and form, and a "Vertrag widerrufen" button online. |
| India | No general legal cooling-off period. Your policy decides, but online sellers must show return, refund, exchange and warranty terms, and who pays return shipping, before purchase. | Accepted refunds within the time set by the Reserve Bank of India, or a reasonable time. Defective goods: take back and refund within the period on the bill, or 30 days if none. | Taking back goods that are defective, deficient, spurious, not as described or delivered late. Name a grievance officer; acknowledge complaints in 48 hours and resolve them in one month. |
| Brazil | 7 days from receiving the product, for purchases outside a physical store. No reason needed and no exceptions in the law. | Immediately: everything paid, shipping included, adjusted for inflation. Do not charge return shipping within the 7 days (the usual reading of the law). | The 7-day right, and defect claims (30 days for non-durable, 90 days for durable products). Accept withdrawal through the channel used to buy. The policy must be in Portuguese. |
| Mexico | 5 business days from delivery or signing, whichever is later, for sales away from your premises, which PROFECO applies to online purchases. | The business refunds the price; no deadline in our notes. The customer pays the cost of shipping and insuring the return. Confirm with PROFECO. | Goods must meet the quality and conditions offered. For defective goods, the customer may claim a replacement or a refund, plus compensation set by law. |
| Saudi Arabia | 7 days from receiving the goods if they have not been used. | No deadline in our notes. The customer pays return costs unless agreed otherwise. If delivery is more than 15 days late, the customer may cancel for a full refund. | Defective goods and goods not as described. Exceptions to the 7 days include custom goods, used software or discs, books and press; Ministry guidance adds perishables and goods that cannot be resold for health reasons. Publish a written policy that says who pays shipping. |
| United Arab Emirates | No general change-of-mind right by law. Your policy decides; disclose return and exchange terms before purchase, with product details in Arabic too. | No deadline in our notes. | Returns of defective, incomplete, damaged, late or not-as-described goods, unless used beyond checking them. A blanket "no returns" notice is void except for disclosed defects, perishables, made-to-order goods, goods that cannot be resold, and books and press. |
| France | 14 days to withdraw from online, phone or mail orders, from the day after delivery of the last item (services: the day after the contract). 12 months longer if you do not tell the customer. Sale and clearance items are covered too. | Within 14 days of being told, same payment method, delivery included. The customer pays the direct return cost unless you take it on or did not say so. | The 2-year legal guarantee of conformity, with free repair or replacement within 30 days. A clause waiving the withdrawal right is void. |
| Spain | 14 calendar days to withdraw, from receipt of the last item (services: from the contract). 12 months longer if you do not tell the customer. | Within 14 calendar days of being told, same payment method, standard delivery included. The customer pays only the direct return cost, unless you agreed to or did not tell them. | The legal guarantee: 3 years for goods, 2 for digital content and services (at least 1 year for second-hand goods, if agreed). Waivers of the withdrawal right are void. |
| Switzerland | None by law for online sales: your policy decides. The 14-day right covers only doorstep, street, excursion and telephone sales over CHF 100. | Not set by law for online sales; your policy decides who pays return shipping. | Liability for defects: claims run 2 years from delivery and, for consumer goods, cannot be shortened below 2 years (1 year for used goods). Excluding it is invalid if a defect was concealed. |
| Canada (Ontario, Quebec) | None by law: your policy decides. Customers may cancel only if you leave out required information, do not send a copy of the contract in time or (Quebec) deliver more than 30 days late. Other provinces have their own rules. | Within 15 days of a valid cancellation. You pay the reasonable cost of returning the goods. | Ontario: the implied conditions and warranties of the Sale of Goods Act, and services of reasonably acceptable quality. Quebec: state your return policy before the contract and honour it. |
| Argentina | 10 calendar days from delivery or the contract, whichever is later, for online and other distance sales. It cannot be waived and does not expire if you did not inform the customer. Online stores need a "Botón de arrepentimiento" link. | No fixed number of days: both sides return what they received. You pay the return costs. | The withdrawal right at no cost to the customer, and the legal guarantee: 6 months for new durable goods, 3 months for used ones. |
| Colombia | Up to 5 business days from delivery (services: from the contract) for distance sales, the "derecho de retracto". The customer pays return transport. | Within 15 calendar days after the customer withdraws, gives the data requested and returns the product. The customer pays return transport. | The legal guarantee: 1 year for new products if you state none (3 months for used goods unless sold without a guarantee in writing). Card payments can be reversed for fraud, non-delivery or defective goods. |
| Egypt | 14 days from receiving the goods, for online, phone and other distance sales. If delivery is late, the customer may withdraw at no cost. | Within 7 days of the goods coming back, same payment method. The customer pays shipping and return costs unless the contract says otherwise. | Defective or non-matching goods: exchange or refund within 30 days of receipt. At least a 2-year guarantee on durable goods. Consumer documents in Arabic. |
| Russia | 7 days after delivery for distance sales, or 3 months if written return information was not given at delivery. Goods must keep their presentation and properties. | Within 10 days of the demand, less your cost of getting the returned goods back from the customer. The customer may return by post or carrier, at their cost. | Defect claims within the warranty or, if none, up to 2 years from handover; a refund for defects within 10 days. Some 2024 to 2026 amendments were not yet consolidated: check the current text. |

Facts checked against the primary texts listed below on 14 October 2026. This is a short summary, not legal advice: each law has more detail than fits here, and laws change. Check the source or ask a lawyer before you publish.

- [FTC Mail, Internet or Telephone Order Rule (16 CFR 435)](https://www.law.cornell.edu/cfr/text/16/435.1): United States
- [FTC Cooling-Off Rule (16 CFR 429)](https://www.law.cornell.edu/cfr/text/16/429.0): United States
- [California Civil Code section 1723](https://leginfo.legislature.ca.gov/faces/codes_displaySection.xhtml?lawCode=CIV&sectionNum=1723): United States
- [New York General Business Law section 218-a](https://www.nysenate.gov/legislation/laws/GBS/218-A): United States
- [Magnuson-Moss Warranty Act (15 U.S.C. 2308)](https://www.law.cornell.edu/uscode/text/15/2308): United States
- [Consumer Contracts Regulations 2013 (cancellation, regulations 28 to 37)](https://www.legislation.gov.uk/uksi/2013/3134/regulation/34): United Kingdom
- [Consumer Rights Act 2015 (sections 20 and 22)](https://www.legislation.gov.uk/ukpga/2015/15/section/22): United Kingdom
- [Consumer Rights Directive 2011/83/EU (consolidated)](https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:02011L0083-20220528): European Union
- [Directive (EU) 2023/2673 (withdrawal function)](https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32023L2673): European Union
- [Sale of Goods Directive (EU) 2019/771](https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32019L0771): European Union
- [BGB section 355 (Widerrufsrecht)](https://www.gesetze-im-internet.de/bgb/__355.html): Germany
- [BGB section 356a (Widerrufsbutton)](https://www.gesetze-im-internet.de/bgb/__356a.html): Germany
- [BGB section 312g (exceptions)](https://www.gesetze-im-internet.de/bgb/__312g.html): Germany
- [EGBGB Article 246a section 1 (model notice and form)](https://www.gesetze-im-internet.de/bgbeg/art_246a__1.html): Germany
- [Consumer Protection (E-Commerce) Rules, 2020](https://prsindia.org/files/bills_acts/bills_parliament/2021/Consumer%20Protection%20(E-Commerce)%20Rules,%202020.pdf): India
- [Consumer Protection Act, 2019](https://egazette.gov.in/WriteReadData/2019/210422.pdf): India
- [Código de Defesa do Consumidor (Lei 8.078/1990)](https://www.planalto.gov.br/ccivil_03/leis/l8078compilado.htm): Brazil
- [Decreto 7.962/2013 (comércio eletrônico)](https://www.planalto.gov.br/ccivil_03/_ato2011-2014/2013/decreto/d7962.htm): Brazil
- [Ley Federal de Protección al Consumidor, art. 56 (mirror of the official text)](https://mley.mx/LFPC/articulo/56): Mexico
- [E-Commerce Law (Royal Decree M/126)](https://misa.gov.sa/app/uploads/2025/07/E-Commerce-Law.pdf): Saudi Arabia
- [Ministry of Commerce e-commerce guide](https://mc.gov.sa/GES/Documents/GES.pdf): Saudi Arabia
- [Federal Decree-Law No. 14 of 2023 (Ministry of Economy)](https://moet.gov.ae/documents/20121/0/Federal+Decree-Law+No.+14+of+2023+on+Trading+by+Modern+Technological+Means.pdf): United Arab Emirates
- [Cabinet Decision No. 66 of 2023 (Ministry of Economy)](https://moet.gov.ae/documents/20121/0/CabinetDecision_66_2023_pdf.pdf/01f05bd9-a15b-b353-b297-f834152e1c3a): United Arab Emirates
- [Service-Public.gouv.fr (DILA and DGCCRF): achat à distance, droit de rétractation](https://www.service-public.gouv.fr/particuliers/vosdroits/F10485): France
- [Service-Public.gouv.fr: garantie légale de conformité](https://www.service-public.gouv.fr/particuliers/vosdroits/F11094): France
- [Real Decreto Legislativo 1/2007 (TRLGDCU), consolidated text](https://www.boe.es/buscar/act.php?id=BOE-A-2007-20555): Spain
- [Code of Obligations (SR 220), art. 40a to 40f and 197 to 210 (German text)](https://www.fedlex.admin.ch/eli/cc/27/317_321_377/de): Switzerland
- [Ontario Consumer Protection Act, 2002](https://www.ontario.ca/laws/statute/02c30): Canada
- [Ontario Regulation 17/05](https://www.ontario.ca/laws/regulation/050017): Canada
- [Office de la protection du consommateur (Quebec): annulation d'un contrat conclu à distance](https://www.opc.gouv.qc.ca/commercant/pratique-commerce/contrats-distance/annulation): Canada
- [Office of Consumer Affairs (ISED): refund and exchange](https://ised-isde.canada.ca/site/office-consumer-affairs/en/business-practices-and-consumer-concerns/refund-and-exchange): Canada
- [Ley 24.240 de Defensa del Consumidor (texto actualizado)](https://servicios.infoleg.gob.ar/infolegInternet/anexos/0-4999/638/texact.htm): Argentina
- [Código Civil y Comercial, arts. 1110 to 1116](https://servicios.infoleg.gob.ar/infolegInternet/anexos/235000-239999/235975/texact.htm): Argentina
- [Disposición 954/2025 (botón de arrepentimiento)](https://www.argentina.gob.ar/normativa/nacional/norma-417152/texto): Argentina
- [Disposición 3/2026](https://www.argentina.gob.ar/normativa/nacional/norma-423007/texto): Argentina
- [Ley 1480 de 2011, arts. 47 to 51 (Secretaría del Senado)](http://www.secretariasenado.gov.co/senado/basedoc/ley_1480_2011_pr001.html): Colombia
- [Ley 1480 de 2011, arts. 7 and 8 (Secretaría del Senado)](http://www.secretariasenado.gov.co/senado/basedoc/ley_1480_2011.html): Colombia
- [Consumer Protection Law No. 181 of 2018 (Consumer Protection Agency)](http://cpa.gov.eg/Portals/0/Law/CPA-Newlaw.pdf): Egypt
- [Law No. 2300-1 "On Protection of Consumer Rights" (official portal)](http://pravo.gov.ru/proxy/ips/?doc_itself=&nd=102014512&page=1&rdk=51): Russia
- [Constitutional Court ruling No. 7-P of 17 February 2026](http://pravo.gov.ru/proxy/ips/?doc_itself=&nd=609779456): Russia

## Return policy examples by what you sell

The right terms depend on the product. A short example clause for each, written for a US store.

| What you sell | Typical rule | Example clause |
| --- | --- | --- |
| Clothing and shoes | Unworn, tags attached; exchanges for size | Unworn items with tags attached can be returned within [number] days. Swimwear and underwear can be returned only if the hygiene seal is intact. |
| Electronics | Unopened or complete with all parts; serial number checked | Return the item within [number] days with all accessories and the original box. Faulty items are covered by the warranty and by law. |
| Beauty and personal care | Sealed items only | Unopened products in their original seal can be returned within [number] days. Opened products cannot be returned unless they are faulty. |
| Custom and made-to-order | No change-of-mind returns | Personalized and made-to-order items cannot be returned for a change of mind. If there is a mistake in the work, we will remake it or refund you. |
| Food and perishables | No change-of-mind returns | Because food spoils, we cannot accept returns. If your order arrives damaged or spoiled, send a photo within [number] days and we will replace or refund it. |
| Furniture and large items | Customer books collection; fee stated | Returns are accepted within [number] days in original condition. Collection costs [fee] unless the item is faulty, and this fee is shown at checkout. |
| Digital products | Usually a refund policy, not a return policy | Downloads cannot be returned. If a file is corrupt or not as described and we cannot fix it, we will refund you. |
| SaaS subscriptions | Cancellation rather than returns | You can cancel at any time from [account page]; access continues to the end of the paid period. |
| Services | Cancellation before the work starts | Cancel up to [number] hours before your appointment for a full refund. |
| Courses and events | Transfer or partial refund | Tickets can be transferred to another person up to [number] days before the date. If we cancel, you get a full refund. |

Selling downloads, subscriptions, services, courses or events? Those need refund terms more than return terms. The refund policy generator covers each of them, with the UK and EU rules for digital content and services.

## Which options to choose

The form's three choices change what customers read. This is how each one plays out.

| Choice | Option | When it fits |
| --- | --- | --- |
| Return shipping | The customer pays | Low-margin or heavy products. In the UK and EU, say so before the sale, or you pay. |
| Return shipping | Free returns | Clothing and other items where fit decides the sale. Budget for it in your prices. |
| Return shipping | Free only for faulty or wrong items | A fair middle ground. Customers pay for a change of mind, never for your mistake. |
| What customers get | Refund or exchange | Most stores. The customer decides. |
| What customers get | Refund only | Stores without size or color variants. |
| What customers get | Exchange or store credit only | Change-of-mind returns in the US, India or the UAE. Not for UK or EU cancellations, which are refunded by the same payment method. |
| Item condition | Unused, with tags attached | Clothing, shoes and accessories. |
| Item condition | Unused | Most other products. |
| Item condition | Any condition | Satisfaction-guaranteed products where you want no arguments at the counter. |

## Common return policy mistakes

- Counting the window from the order date instead of delivery. Customers read "30 days" from the day the parcel arrives, and the UK and EU count from delivery too.
- Excluding items you have not listed. If swimwear or sale items are final, say so on the product page and in the policy.
- Treating faulty items like change-of-mind returns. Faulty, damaged or wrong items need their own route, and customers should not pay to send them back.
- Charging a restocking fee you never mentioned. New York expects any fee and its amount in the policy.
- Offering only store credit to UK or EU online shoppers who cancel within 14 days. They are owed a refund by the same payment method.
- Burying the "how to start a return" step. One email address, page or form, with what to include.
- Changing the policy without telling your support team and your chatbot. The old answer keeps going out.

## Let an AI agent answer return questions from your policy

"Can I return this?" is a question every store answers again and again. An AI support agent can answer it from your returns page at any hour, and pass damaged-item cases to your team.

*A support agent answering from a clothing store's returns page*

Visitor: Hi, the jacket I ordered is too big. Can I swap it for a smaller size?

Chatbot: Yes. You can exchange unworn items with the tags attached within 30 days of delivery. Email returns@juniperlaneapparel.com with your order number and the size you want, and the team will send the return instructions. _(From the page: Return Policy)_

Visitor: Do I have to pay to send it back?

Chatbot: For a change of mind or a different size, you pay the return shipping. If an item arrives faulty, damaged or wrong, the store covers it. _(From the page: Return Policy)_

Visitor: And the earrings I bought with it?

Chatbot: Earrings are on the list of items that cannot be returned for a change of mind. If they arrived damaged, tell me and I will pass it to the team. _(From the page: Return Policy)_

LuckPanda builds the agent from your own website pages, so its answers follow your returns page. Add the chatbot FAQ from this tool as FAQ entries, re-crawl your site when the policy changes, and set handoff topics such as "damaged" or "refund" so a person takes the cases that need judgment.

**Answer return questions around the clock** Build a support agent from your site that knows your return policy and hands the hard cases to your team. [See the AI customer service agent](https://luckpanda.app/chatbot/ai-customer-service-agent)

## Questions people ask

### How many days should a return policy give?

In the US, India and the UAE, the law sets no change-of-mind window for online sales, so you choose, for example 30 days. In the UK, EU and Germany, online shoppers have at least 14 days, in Brazil 7 days, in Saudi Arabia 7 days for unused goods, and in Mexico 5 business days. Your policy can give more, never less.

### Who pays for return shipping?

You decide for change-of-mind returns in most markets, but say it before the sale: in the UK and EU, customers pay return costs only if you told them so beforehand. In Brazil, do not charge for returns within the 7 days. For faulty or wrong items, the store should cover it.

### Can I refuse a return?

You can refuse change-of-mind returns where the law allows it, such as in much of the US if your policy says so, or for listed exceptions like personalized or perishable items in the UK and EU. In most countries you cannot refuse a remedy for goods that are faulty, damaged or not as described; in Switzerland a seller may exclude the legal warranty in the contract, unless it hid the defect.

### Can I offer only an exchange or store credit?

For change-of-mind returns in the US, India or the UAE, usually yes, if the policy says so before purchase. UK and EU shoppers who cancel within 14 days are owed a refund by the same payment method.

### What should a return policy include?

The return window, the condition items must be in, what cannot be returned, how to start a return, who pays shipping, whether customers get a refund, exchange or credit and how long it takes, how faulty items are handled, and a line saying legal rights are not affected.

### Is the generated return policy legally checked?

No. It follows the consumer-law notes for the country you choose, but it is a draft, not legal advice. Fill the [square-bracket] slots and check it against the rules for every country you sell to.

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