A good refund policy says, in plain words, what can be returned, within how many days, in what condition, who pays for delivery, and whether the buyer gets money back, an exchange or store credit. Put it on every product page and at checkout, keep it short, and follow it every time. A clear policy builds trust with new buyers and stops most arguments before they start.
You don't need a lawyer to write a basic policy. You need to decide your rules once, write them clearly and stick to them. Below are templates you can copy.
1. Decide your rules
Answer these questions for your business:
- What can be returned? All items, unopened items only, or nothing except faulty items?
- How long do buyers have? 3 days, 7 days, 14 days?
- What condition? Unused, with tags, in original packaging?
- What do they get? Money back, an exchange or store credit?
- Who pays delivery? You pay when it's your mistake; the buyer often pays for change-of-mind returns.
- What's never returnable? Underwear, opened cosmetics, custom-made items, food.
- How do they ask? WhatsApp, email, or a button on their order page.
2. Template: physical products
Returns and refunds You can ask for a return within 7 days of delivery if the item is damaged, wrong, or not as described. Send us a photo of the problem. We'll replace it or refund you, and we cover the delivery cost. Changed your mind? Unused items with their tags can be exchanged within 7 days. You pay the delivery cost. We can't accept returns on underwear, opened beauty products, custom-made items or sale items, unless they arrived faulty.
On Paylead, buyers of delivered physical orders can request a return from their order page within 7 days, choosing a reason and money back or a replacement. You approve or reject it from Shipping → Returns. See how to handle returns.
3. Template: digital products
Digital files can't be "returned", so most sellers don't offer refunds once the file is downloaded. Be fair about problems:
Refunds on digital products Because you get instant access to the file, we don't offer refunds once it's been downloaded. If your file doesn't open or is the wrong one, message us within 7 days and we'll fix it or send the right one.
For courses, some sellers give a short refund window, for example 3 days if less than a quarter has been watched. That gives buyers confidence without inviting abuse.
4. Template: services and bookings
Bookings and cancellations Your deposit holds your slot. Cancel or move your booking at least 24 hours before and we'll move your deposit to a new date once. Cancellations within 24 hours, and no-shows, lose the deposit. If we have to cancel, you get a full refund or a new date of your choice.
See how to take booking deposits for a salon.
5. Template: custom and made-to-order items
Custom orders Custom items are made just for you, so we can't accept returns unless the item is faulty or different from what we agreed in writing. Your deposit covers materials and isn't refundable once work has started.
6. Where to put your policy
- On every product page, a short version: "7-day returns on faulty items."
- In your store's FAQ or about section, the full version.
- In your order confirmation message.
- On your sales page, near the buy button. See how to write an FAQ section for your sales page.
7. How refunds work on Paylead
Refunds are never automatic. When you mark a refund return as received, the Paylead team sends the buyer's money back and tells you when it's done. For replacements and exchanges, you send the new item yourself.
8. Follow your own policy
The worst policy is one you don't keep. Answer return requests within a day, be polite even when you say no, and keep screenshots of every conversation. Buyers who feel treated fairly come back, and are far less likely to dispute a payment. See how to protect your business from payment disputes.
Frequently asked questions
Do I have to offer refunds in Ghana?
Sellers must not sell faulty goods or mislead buyers. Beyond that, your policy is your choice, but it must be clear before the buyer pays. If you're unsure about your obligations, ask a lawyer or the relevant consumer authority.
Can I offer store credit instead of a refund?
Yes, for change-of-mind returns. For faulty or wrong items, buyers usually expect their money back or a replacement.
Should I refund the delivery fee?
If the mistake was yours (wrong or damaged item), yes. For change-of-mind returns, many sellers keep the delivery fee.
Read next: how to handle customer complaints, how to build trust as a new online store and how to handle returns.
