## Opening / scope
At {STORE_NAME}, refunds are processed under the following conditions. This refund policy works alongside our {RETURN_POLICY_LINK_TEXT} (which covers the return process itself) and applies to all orders placed on {STORE_URL}.
For questions about a specific refund, email us at {SUPPORT_EMAIL}.
## What qualifies for a refund
You're eligible for a refund in the following situations:
1. **Pre-shipment cancellation**: You cancel your order before it ships. {CANCELLATION_REFUND_TIMING — e.g., Full refund processed within {CANCELLATION_REFUND_DAYS} business days}.
2. **Returned item (within return window)**: You return an item in original condition within {RETURN_WINDOW_DAYS} days of delivery, following our {RETURN_POLICY_LINK_TEXT}. {REFUND_AMOUNT — e.g., Full refund minus any original shipping costs / Full refund including original shipping}.
3. **Damaged or defective on arrival**: The item arrived damaged, defective, or different from what you ordered. {DAMAGED_REFUND — e.g., Full refund including original shipping, plus we cover return shipping}.
4. **Lost in transit**: Your tracking shows the package wasn't delivered after a reasonable investigation window. {LOST_PACKAGE_REFUND — e.g., Full refund OR replacement at our cost, your choice}.
5. **Order error on our end**: We shipped the wrong item, wrong quantity, or wrong color/size. Full refund including all shipping costs.
## Refund method (where the money goes)
Refunds are issued to the original payment method used at checkout:
- **Credit/debit card**: Refunded to the same card. Typical statement appearance: {REFUND_DAYS — e.g., 5-10} business days, depending on your bank.
- **PayPal**: Refunded to your PayPal balance, typically within {PAYPAL_REFUND_DAYS — e.g., 2-3} business days.
- **Apple Pay / Google Pay / Shop Pay**: Refunded to the underlying payment method connected to the wallet.
- **Gift card**: Refunded to a new gift card OR original purchase payment method (your choice). Original purchaser's preference applies if the gift card was given as a gift.
- **Store credit**: If you chose store credit at the time of refund (instead of payment refund), it's applied to your account at {STORE_URL}/account and never expires.
## Refund timing
Refund processing happens in two windows:
**Window 1 — Our processing**: Once we approve a refund (either after receiving a returned item OR after cancellation/damage/error confirmation), we initiate the refund in Shopify within {OUR_PROCESSING_DAYS — e.g., 2} business days.
**Window 2 — Bank/processor settlement**: After we initiate, the time until the money appears on your statement depends on your payment method (see above) and your bank's processing speed. Typically {TOTAL_VISIBLE_DAYS — e.g., 5-10} business days from our approval.
If more than {ESCALATION_DAYS — e.g., 14} business days have passed since we confirmed your refund and you don't see it, contact your bank or card issuer first — they may need to release the credit. If your bank confirms they haven't received the refund, email us at {SUPPORT_EMAIL} with your order number and we'll provide the Shopify refund transaction ID.
## Partial refunds
Partial refunds may apply in these cases:
- **Late returns** (after {RETURN_WINDOW_DAYS} days but within {LATE_RETURN_WINDOW — e.g., 60} days): {LATE_REFUND_AMOUNT — e.g., 50% refund / Store credit for full value / Not eligible}.
- **Returned in non-original condition** (used, washed, missing tags or packaging): {NON_ORIGINAL_REFUND — e.g., Up to 50% refund at our discretion based on resale value / Not eligible}.
- **Multi-item orders, partial return**: Refund issued for the returned items only. Original shipping cost is {SHIPPING_HANDLING_MULTI — e.g., refunded proportionally / not refunded since the order still shipped}.
- **Restocking fee items**: {RESTOCKING_FEE_REFUND — e.g., {RESTOCKING_PERCENT}% restocking fee deducted from the refund for {APPLICABLE_CATEGORIES — e.g., opened electronics, custom-printed items}}.
{PARTIAL_REFUND_NOTE — e.g., We try to be fair on partial-refund decisions and lean toward the buyer when the situation is ambiguous.}
## Non-refundable purchases
The following are not eligible for refunds under any condition:
- {NON_REFUNDABLE_LIST — e.g., Gift cards (Shopify policy + most jurisdictions); Custom or personalized items once production has begun; Digital downloads once delivered; Final-sale items marked as such at the time of purchase; Subscription orders past their renewal/cancellation cutoff date}.
If you believe an exception should apply to your situation (e.g., the digital download was corrupted and unusable), email us at {SUPPORT_EMAIL} with details. We review case-by-case but don't guarantee exceptions.
## Chargebacks and disputed transactions
If you have a problem with an order, please contact us first at {SUPPORT_EMAIL} before filing a chargeback with your bank. We can almost always resolve issues directly — refund, replace, or exchange — within our policy. Chargebacks add bank fees on both sides, take 30-90 days to resolve, and may result in your account being flagged with payment processors.
We respond to all chargebacks with documentation of the original transaction and our resolution attempts. {CHARGEBACK_OUTCOME_NOTE — e.g., We'll honor any legitimate refund claim regardless of whether it comes through chargeback or direct contact}.
## Questions
Questions about a refund? Email us at {SUPPORT_EMAIL} with your order number. We typically reply within {RESPONSE_TIME — e.g., 1 business day} and most refund questions resolve in a single back-and-forth.