Refund Policy
A Refund Policy is a document that enables your business to inform customers of your refund and returns process.
Last updated October 24, 2025
Suitable for Australia
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Frequently asked questions
Use this Refund Policy If:
- You want to inform your customers of your refund and returns process when they’re not satisfied with a product or service.
- You want to ensure your business complies with Australian Consumer Law and the rights of customers.
What does this Refund Policy Cover?
- Australian Consumer Law;
- Change of mind;
- Products damaged during delivery;
- Returns process;
- Shipping costs for returns;
- Response time; and
- Exceptions.
Further Information
View Sample Refund Policy
The Legal Risk Score of a Refund Policy Template is Low
Our legal team have marked this document as low risk considering:
- There is a risk that the user may bear the costs of inspection, postage, shipping, transportation, or collection of a returned product if it is not eligible for a repair, replacement, or refund, which could lead to unexpected expenses.
- The document allows for refusal of a repair, replacement, or refund if the product was misused or if the consumer was previously aware of the problem, potentially leaving the user without recourse in certain scenarios.
- The policy does not specify the exact number of days within which the consumer must report damage during delivery or the timeframe for processing requests for repairs, replacements, or refunds, creating uncertainty about the timelines and efficiency of service.
Articles about Refund Policy
Refunding Digital Games - The Saga Continues
Ensure your business is legally compliant. Under the ACL, if you're selling online you need to have a Website Terms and Conditions of Use.
Cheap Fashion - Can I get a refund?
Learn more about whether you can get a refund for products bought on sale, and the penalties that can come with a misrepresentation of these rights.
Digital Games - Can I get a Refund?
That digital game you downloaded last night not up to standard? Learn more about your consumers rights if the game was really on the “borderlands” of your expectations.
When Can My Business Refuse to Give a Full Refund?
The obligation imposed on retailers to provide customers a full refund is not a golden rule that always applies. Read this article to find out why.
Are ‘No Refund’ Signs Legal for Storeowners?
So the EOFY sales are on and there are tons of bargains! But hold on, one of your favourite stores just put a ‘No refund’ sign.
When Must Businesses Give Customer Refunds?
Want to know if your business needs to provide a customer with a refund? Find out when you are obliged to give a refund.
Can I Still Get a Refund if a Company Goes Bust?
What happens if you've paid for a product or service but the company goes bust? Find out your legal rights here.
3 Things to Know About CBA’s $80M Refund
Understand why the Commonwealth Bank refunded $80 Million and learn the 3 things that you can take away about this refund.
Are Non-refundable Deposits Legal?
Non-refundable deposits can be a little tricky to understand. Businesses should be aware of how they work and what it means if you intend to use them.
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