Return and Refund Policy
3 min readUpdated
Withdrawal, return, refund, and exchange — suitable for the statutory right of withdrawal and the withdrawal button.
Where it goes: In Shopify, insert under Settings → Policies → Refund Policy. The cancellation policy belongs next to it as a separate text.
Template, no legal advice. Legal texts must fit your shop and change with legal changes. Have the finished text checked or use a legal text service (e.g., IT-Recht Kanzlei, Händlerbund, or eRecht24) that keeps it up to date.
11 placeholders in [brackets] to fill in
Are you not satisfied with an item? Here you can find out how returns and refunds work at [SHOPNAME].
Your Right of Withdrawal
As a consumer, you can withdraw from your contract within 14 days without giving reasons. The period begins on the day on which you or a person designated by you received the goods. The complete cancellation policy can be found here: [LINK TO CANCELLATION POLICY].
The easiest way to withdraw is via the 'Withdraw Contract' button [LOCATION, e.g., in the footer of every page]. You can also send us your withdrawal by email to [EMAIL ADDRESS] or by mail to [ADDRESS].
How to Return an Item
- Withdraw via 'Withdraw Contract' or write to us at [EMAIL ADDRESS] with your order number.
- We will send you the return address [AND A RETURN LABEL].
- Send the goods back within 14 days of your withdrawal to: [RETURN ADDRESS].
- Keep the proof of posting until your refund has arrived.
Return Costs
[VARIANT A] We cover the costs of the return.
[VARIANT B] You bear the direct costs of the return.
Refund
After a withdrawal, we will refund all payments including standard shipping costs no later than 14 days after receipt of your withdrawal — using the same means of payment that you used. We can withhold the refund until the goods have arrived or you prove that you have sent them back.
Condition of the Goods
You may examine the goods as you would in a shop. You only have to pay for a loss in value if it is due to handling that was not necessary for this.
Excluded Items
There is no right of withdrawal, for example, for goods that were manufactured to your specifications and for sealed hygiene items whose seal was removed after delivery. [NAME AFFECTED ITEMS IN YOUR SHOP OR DELETE THIS SECTION]
Defective or Wrong Items
If an item is defective, damaged, or delivered incorrectly, please contact us with the order number and photos at [EMAIL ADDRESS]. The statutory warranty applies: we will provide a replacement, repair, or refund the purchase price. In this case, you do not bear the costs of the return.
Exchange
[VARIANT A] For an exchange, such as for a different size or color, return the item via withdrawal and reorder the desired item.
[VARIANT B] We offer an exchange for a different size or color within [X] days. Write to us at [EMAIL ADDRESS] for this.