Free tool

Free return policy generator for online shops.

Answer a few questions and instantly get a return policy plus answers to the questions customers ask most: where is my parcel, how do I send something back, when do I get my money. Free, no account needed.

Start filling in What does the law say?
Free, no account Nothing is stored Copy or download (.txt / .md)
01Your shop
Where else can customers reach you?
How fast do you usually reply?
02Shipping
Where do orders ship from?
to business days

Enter what customers can really expect, from order to delivery.

Only tick this if customers really pay nothing extra on delivery.

03Returns
Cooling-off period

Shorter than 14 days is not allowed.

Who pays for return shipping?

The customer only pays if you say so upfront. This return policy does that for you. For a damaged, faulty or wrong product, you always pay.

Leave it empty? Then the policy says you’ll send the address after the customer notifies you.

Refunds

Store credit instead of money is only allowed if the customer chooses it. That is how the text puts it too.

Required since 19 June 2026 for online shops selling to consumers in the EU (Directive (EU) 2023/2673). Tick this if you have one; the policy will then mention it.

Exceptions (only if you sell such products)

Sale items or opened packaging are no reason to refuse a return. Only legal exceptions like these count.

04Language of the text

Also selling to Dutch-speaking customers? Make a Dutch version too.

See your text
A tool, not legal advice. The text is based on the EU rules for selling online to consumers, such as the 14-day cooling-off period. Always check it yourself and adapt it to your own situation. Before you publish:
  • Fill in the highlighted fields.
  • Make sure customers can read your return policy before they order, for example via a link at checkout.
  • Offer the model withdrawal form on your website.
  • Since 19 June 2026, EU rules require online shops to offer a withdrawal button, for example ‘Cancel my purchase’. See Directive (EU) 2023/2673.

The rules in short.

For distance sales to consumers in the EU. This is a summary, not legal advice.

14-day cooling-off period

A consumer may cancel an online purchase within 14 days of delivery without giving a reason. Longer is allowed, shorter is not. If you don’t tell the customer about this right, the period runs up to 12 months longer.

Refund within 14 days

Once the customer notifies you, you have 14 days to refund, including the original standard delivery costs. You may wait until the product is back or the customer shows proof of postage.

Return costs: say so upfront

The customer only pays for return shipping if you clearly said so beforehand. If you didn’t, the return costs are yours.

Store credit only if the customer wants it

You refund using the payment method the customer used. Store credit instead of money is only allowed if the customer chooses it.

Few exceptions

For example made-to-measure products, or sealed hygiene products whose seal has been broken. Excluding sale items is not allowed.

Broken or wrong: your cost

Apart from the cooling-off period, a product must work as the customer may reasonably expect. If it is faulty or the wrong item, you fix it free of charge.

Sources: Your Europe, e-commerce and distance selling and Directive (EU) 2023/2673 (withdrawal button). These rules apply to sales to consumers, not to business customers.

From text to answers.

A clear return policy already saves you questions. With LimeDesk, Limey answers the rest.

01

Answer the questions

The text updates as you go. What you fill in is not stored and not sent.

02

Put it on your site

Paste the return policy on its own page of your shop (in Shopify you can use your policy pages) and put the FAQ on your customer service page.

03

Let Limey answer

In your LimeDesk dashboard, Limey adds this to your knowledge base in one click (Knowledge base → Return policy & FAQ). He then answers these questions himself, in the chat or as an email draft.

Questions about the generator.

Can’t find your question? Send us a message via the contact page.

Is the generator really free?
Yes. You don’t need an account or an email address. Copy or download the text and use it wherever you like.
Is what I fill in stored?
No. The text is created in your own browser. What you fill in is not sent to us and not saved. If you reload the page, you start again.
Is this legal advice?
No. The generator is a tool based on the EU rules for selling online to consumers. Always check the text yourself and ask a lawyer if in doubt.
Can I offer a cooling-off period shorter than 14 days?
No. 14 days after delivery is the legal minimum for consumers in the EU. Longer is fine.
Can I make the customer pay for return shipping?
Yes, if you clearly say so beforehand, for example in your return policy. If you don’t, the return costs are yours. For a damaged, faulty or wrong product, you always pay.
Can I give store credit instead of a refund?
Only if the customer chooses it. Normally you refund using the payment method the customer used, no later than 14 days after they notify you.
How do I add the text to LimeDesk?
Quickest: in your dashboard, go to Knowledge base → Return policy & FAQ. Answer the same questions there and Limey adds everything to your knowledge base in one go. Want to use this text instead? Click Import and choose the .txt or .md file. Limey then uses it in his answers.

Let Limey answer these questions 24/7.

Add your return policy and FAQ to LimeDesk. Limey then answers the questions himself: straight away in the chat, or as an email draft you send with one click. When in doubt, the conversation comes to you.

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