1. Introduction
At [Your Company Name] (“Company,” “we,” “our,” or “us”), customer satisfaction is our highest priority. We understand that situations may arise where you may need to return a product, request a replacement, or seek a refund. This Refund Policy (“Policy”) outlines the terms, conditions, and procedures governing refunds, returns, cancellations, and exchanges for purchases made through our website, mobile application, or related platforms (collectively, the “Platform”).
By purchasing from our Platform, you agree to this Policy. We encourage all customers to review these terms carefully before making a purchase.
2. Eligibility for Refunds
Refund eligibility depends on several factors, including the type of product or service, the condition of the item, and the time frame within which the request is made. To qualify for a refund, the following general conditions must be met:
- Proof of Purchase – You must provide a valid order number, receipt, or invoice as proof of purchase.
- Time Frame – Refund requests must be submitted within [X] days of receiving your order. Requests made beyond this time period may not be eligible.
- Product Condition – Items must be unused, undamaged, and in their original packaging, with all tags and labels intact.
- Non-Eligibility – Certain products (such as perishable goods, intimate apparel, digital downloads, or customized orders) are not eligible for refunds unless they are defective or incorrect.
3. Non-Refundable Items
The following categories are not eligible for returns or refunds unless required by applicable law:
- Perishable items (food, plants, flowers, etc.)
- Personal hygiene products (cosmetics, undergarments, skincare, etc.)
- Digital products and downloadable software
- Gift cards, coupons, or vouchers
- Clearance or final-sale items marked “non-returnable”
- Customized, personalized, or made-to-order products
4. Refund Process
To request a refund, please follow the steps below:
- Initiate Request – Contact our customer support team at [support@yourcompany.com] within the eligible time frame. Provide your order number and reason for requesting a refund.
- Return Authorization – If your request is approved, we will issue a Return Merchandise Authorization (RMA) and provide instructions for shipping the item back.
- Shipping the Return – You are responsible for securely packaging the product and returning it using a trackable shipping method. Unless otherwise specified, return shipping costs are your responsibility.
- Inspection – Once the returned item is received, we will inspect it to confirm that it meets eligibility criteria.
- Refund Issuance – Approved refunds will be processed within [X] business days to the original payment method. The time taken for funds to reflect in your account may vary depending on your payment provider.
5. Refund Methods
Refunds will generally be issued to the original payment method used during purchase. This may include:
- Credit/Debit card refunds
- Bank transfer refunds
- Digital wallet refunds
- Store credit (if chosen or required for specific items)
In cases where the original payment method is unavailable, we may issue store credit or another alternative refund method at our discretion.
6. Partial Refunds
In some situations, only partial refunds may be granted. Examples include:
- Items returned with missing accessories, manuals, or parts.
- Items not in their original condition, damaged due to customer misuse.
- Returns received beyond the allowed time frame (but accepted as an exception).
- Orders where discounts, promotions, or coupons were applied.
7. Exchanges
We may offer exchanges for eligible products instead of refunds. Exchange requests are subject to:
- Product availability at the time of request.
- The condition of the returned product.
- Payment adjustments if the replacement item is of higher or lower value.
If the replacement product is unavailable, a refund or store credit may be provided.
8. Cancellations
Orders may be cancelled if they have not yet been processed or shipped. Cancellation requests must be made within [X] hours of placing the order.
- If your cancellation is approved, we will issue a full refund.
- If the order has already been shipped, it may instead be processed as a return subject to this Policy.
9. Defective, Damaged, or Incorrect Items
If you receive a product that is defective, damaged, or not as described, please notify us immediately. You may be asked to provide photographs of the issue to help us assess the claim.
- Eligible claims will be resolved by either a replacement, refund, or store credit.
- We will cover return shipping costs in cases of defective, damaged, or incorrectly shipped items.
10. Shipping Costs for Returns
- Customers are generally responsible for return shipping costs, except in cases of defective or incorrect items.
- Shipping costs paid at the time of purchase (such as express delivery fees) are non-refundable.
- If you receive a refund, the cost of return shipping (if prepaid by us) may be deducted from your refund amount.