Refund Policy
A detailed, India-focused Return and Refund Policy template for e-commerce stores, marketplaces, SaaS, and digital platforms, covering eligibility, timelines, and legal rights under the Consumer Protection framework.
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What is a Refund Policy?
This is a production-ready Return and Refund Policy template for Indian online businesses, addressing return eligibility, non-returnable items, evidence requirements, logistics, and refund processing in line with modern consumer protection standards.
When should you use this?
Common situations where this document is the right choice.
What's included
Key sections and clauses in this document.
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Frequently asked questions
Everything you need to know before creating your document.
Are we legally required to offer returns for every online purchase in India?+
Indian law does not mandate a universal no-questions-asked return right, but you must honour returns and refunds for defective, deficient, counterfeit, or not-as-described goods and clearly disclose any restrictions.
Can we mark items as non-returnable in our online store?+
Yes, you can designate certain categories as non-returnable for hygiene, safety, or other genuine reasons, but you must still address defects and misrepresentation claims fairly and transparently.
Is it acceptable to ask customers for unboxing videos to process damage claims?+
Requesting photos or videos, including unboxing footage for high-value items, is common and can deter fraud, but it should not be used to deny legitimate consumer rights where other evidence is sufficient.
How should we handle refunds for Cash on Delivery orders?+
You can refund via bank transfer, UPI, or wallet credit after verifying ownership of the destination account, ensuring compliance with KYC norms and payment regulations while respecting the customer’s preferred method where feasible.
Do marketplace operators share responsibility for seller refunds?+
Marketplaces are increasingly expected to ensure sellers meet consumer protection standards and may face fallback liability where they fail to enforce compliant practices or to support consumers in resolving disputes.
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Refund Policy