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Return and refund policy generator for Indian online stores

Create a clear return, refund, exchange and cancellation policy that covers COD and UPI refunds, return pickup and failed payments. Get a short version and a WhatsApp reply in English, Tamil or Hindi.

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How to use this tool

  1. Check your business details Shared with the other legal tools. Make sure your customer care email and phone are right.
  2. Set your return rules Return window, damage report time, refund time, return shipping cost and COD refunds.
  3. Mark items that cannot be returned For example innerwear or personalised items. Defective or wrong items are always accepted.
  4. Read the full policy The policy includes a refund table, cancellations and a “payment failed” explainer. Copy or download it.
  5. Use the short version Copy the short summary for product pages and the ready WhatsApp reply for customer chats.

Rules you must follow

  • Always accept defective, damaged, wrong or late items, even if you have no change-of-mind returns.
  • Do not charge unfair cancellation fees; cancelling before shipping should be free.
  • Show the policy before purchase: on product pages, at checkout and on the invoice.

Refund timelines customers trust

  • Say exactly when refunds are sent, and to where (same account, UPI ID or bank).
  • For COD, collect the customer’s UPI ID or bank details safely, never the PIN or OTP.
  • Explain that a failed UPI payment is reversed by the bank (T+5 days), not refunded by you.

Reduce returns

  • Show clear size charts and real photos.
  • Ask for unboxing photos only for damage claims, and keep the time window fair.
  • Reply fast on WhatsApp; most return requests start there.

Questions about this tool

Can I have a no-return policy in India?

You can refuse change-of-mind returns, but you cannot refuse returns or refunds for defective, deficient, wrong or late goods under the E-Commerce Rules.

How long does a refund take?

You decide, and you must state it. Many stores send refunds within 5–7 working days after checking the item. Banks may take a few more days to show it.

How do COD refunds work?

You ask the customer for a UPI ID or bank account and send the money there after the return is checked. Never ask for a PIN or OTP.

Money was debited but the order failed. Is that a refund?

No. Under RBI rules, a UPI payment debited without confirmation to the merchant is reversed by the bank within T+5 days, with ₹100 per day compensation after that.

Is this legal advice?

No. It is a template based on the rules as checked on 13 October 2026. Ask a lawyer for complex cases.