Return and Refund Policy Builder for Online Shops in India
Turn your return, refund, cancellation and delivery rules into a clear policy, with checks for gaps.
- Free to use
- Runs in your browser
- No sign-up
Start with your shop name and return window
Your policy, in sections ready to copy as text, HTML or Markdown, and the checks appear here as you type.
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How it works
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Fill in your shop and contact details, the person who handles complaints, and your rules for returns, damaged items, refunds, cancellations, warranty and delivery. Press Try an example to see a sample shop.
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Read the draft as it builds. Anything still missing shows as a marked gap, such as "[number of] days"; fill it in from the form.
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Open Checks and fix what is flagged, then copy the policy for your shop and link to it in your footer, on product pages and at checkout.
About the Return and Refund Policy Builder
Answer questions about your shop, returns and exchanges, damaged items, refunds, cancellations, warranty and delivery. The tool turns your answers into a return and refund policy in short numbered sections, ready to copy as text, HTML or Markdown, download or print. It also checks the policy against the Consumer Protection (E-Commerce) Rules, 2020 and our checklist: a grievance officer and complaint times, the return window, refunds, cancellation charges, damaged items and blanket lines like "no refunds under any circumstances". It uses fixed templates, not AI, and runs in your browser: your answers are saved only in this browser.
What goes into the policy
Who runs the shop and how to reach you, the return window and items that cannot be returned, the condition returns must be in, damaged, wrong or defective items, how to send an item back, who pays return shipping, refunds (including cash on delivery orders), cancellations, warranty, delivery areas and times, and a grievance officer with your complaint times. Damaged, wrong or defective items always get their own route, even if you take no other returns: that is our suggestion, built into the template.
Where the checks come from
The Consumer Protection (E-Commerce) Rules, 2020 ask every e-commerce entity to appoint a grievance officer, show their name and contact details, acknowledge complaints within 48 hours and resolve them within one month. They bar cancellation charges unless the business bears similar charges when it cancels, and say a shop selling its own stock, or a seller on a marketplace, shall not refuse to take back goods or refund them if they are defective, deficient or spurious. Google Merchant Center's misrepresentation policy asks sellers to check their contact details and their shipping, returns and privacy policies. Other checks, such as the word list for blanket "no refund" lines and the warning about unboxing videos, are our checklist, and each check says which it is.
What this tool cannot do
It is not legal advice and cannot tell you what the law needs from your shop. Online selling in India is covered by consumer law, including the Consumer Protection (E-Commerce) Rules, 2020, so ask a lawyer to read the final policy. For orders on Amazon.in, Flipkart or Meesho, check the return policy for your category in your seller account; this builder is for your own shop. It never signs in to your shop or seller accounts and does not publish anything.
Frequently asked questions
Do I need a return and refund policy for my online shop?
The Consumer Protection (E-Commerce) Rules, 2020 ask e-commerce entities to give buyers information on returns, refunds, exchanges, warranty and guarantee, delivery and shipment, modes of payment and grievance redressal, and a shop selling its own stock must also give the cost of return shipping. A clear policy page is the simple way to do that. Google Merchant Center's misrepresentation policy also asks sellers to check their shipping, returns and privacy policies. Ask your lawyer what else applies to your shop.
Can I say "no returns, no refunds"?
You can choose not to take back items when a buyer changes their mind, and the policy will say so plainly. But the E-Commerce Rules say a shop selling its own stock, or a seller on a marketplace, shall not refuse to take back goods or refund them if they are defective, deficient or spurious. So the tool flags blanket lines such as "no refunds under any circumstances" and always keeps a route for damaged, wrong or defective items. Check your final wording with a lawyer.
How do refunds work for cash on delivery orders?
There is no online payment to send the money back to, so the policy says you refund to the buyer's bank account or UPI ID, which you ask them for. If you keep back a cash on delivery fee, say so in the policy and show the fee before the buyer pays: the CCPA's 2023 dark patterns guidelines list drip pricing.
What is a grievance officer?
The person who handles customer complaints for your shop; if you run the shop alone, it can be you. The Consumer Protection (E-Commerce) Rules, 2020 ask every e-commerce entity to appoint one and show their name and contact details. The officer acknowledges a complaint within 48 hours and resolves it within one month of receiving it, and from 1 January 2027 the amended Rules also ask for the buyer to get a copy of the complaint as recorded. The policy includes all of this.
Is my policy saved or uploaded?
Your answers are saved only in this browser, so they are back when you return, and nothing is uploaded. The policy is built with fixed templates, not AI. Press Clear to remove the saved answers.
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