From the AI playbook for ecommerce and Etsy sellers

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Job 3 of 15ChatGPTClaude

Write a returns and refunds policy that's fair and legal

A clear policy prevents disputes and platform cases. It also has to reflect consumer law, not just what you'd like.

Time: 30 minutesTool cost: you can start with a free AI tool

A free AI chat tool, checked against your country's official guidance

Steps

Read your country's official guidance on online returns (UK link below).
Decide your own extras on top of the legal minimum.
Run the prompt below.
Check it against the guidance and publish it on your shop.

The exact prompt

Copy, paste, then fill in the [brackets]

Write a returns and refunds policy for my online shop selling [products] in [country].
Legal minimums I've checked: [paste key points from official guidance].
My extras: [e.g. 30-day returns on non-personalised items].
Sections: change of mind, faulty or damaged items, personalised and custom items, how to return, who pays return postage, refund timing.
Plain English, under 300 words. Mark anything to verify as [CHECK].

✓ Check before you send

It meets the legal minimum where you sell.
Personalised-item exceptions are described correctly.
It matches the platform's own policy settings.

UK notes extra

UK: GOV.UK: accepting returns and giving refunds.

Last reviewed Oct 2026. Free tools change. If a screen looks different, the steps still apply.Back to top ↑

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See all 15 jobs in the ecommerce and Etsy sellers playbook → · AI agent playbooks for ecommerce and Etsy sellers →

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