Free tool
Free return & refund policy generator
Generate a clear return and refund policy for your online store in seconds. Set your return window, conditions and exclusions, and get a policy ready to paste into Shopify, WooCommerce or any platform — no signup, nothing stored.
This generator produces a starting point, not legal advice.
Return & Refund Policy
This policy explains how returns, exchanges and refunds work at Lumen Goods (lumengoods.com). It applies in addition to your statutory rights, which are not affected.
Return window
You have 30 days from the day your order is delivered to request a return. To be eligible, items must be unused, in their original condition and packaging, with tags attached.
How to start a return
Email support@lumengoods.com with your order number and the items you would like to return. We will confirm eligibility and send return instructions within 2 business days. Please do not send items back before your return is approved.
Return shipping
You are responsible for the cost of return shipping. We recommend a tracked service, as we cannot refund items we do not receive.
Non-returnable items
The following cannot be returned unless they arrive faulty or not as described:
- Sale or clearance items
Exchanges
To exchange an item for a different size, colour or variant, start a return as above and note the replacement you would like. Exchanges ship once we receive the original item, subject to stock.
EU & UK customers — right of withdrawal
If you are in the EU or UK, you have a legal right to withdraw from your purchase within 14 days of delivery, without giving a reason. To exercise it, contact us at support@lumengoods.com. We will refund the full order value, including standard delivery, within 14 days of receiving the returned goods or proof of shipment. You may be liable for any diminished value caused by handling beyond what is necessary to inspect the item.
Refunds
Once we receive and inspect your return, we will email you to confirm approval. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may need additional time to post the refund. Shipping charges for the original order are non-refundable unless the item was faulty or we made an error.
Damaged or incorrect items
If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery with photos and we will replace it or refund you in full — your choice — at no cost to you.
Contact
Questions about this policy? Email support@lumengoods.com.
A clear policy prevents chargebacks — a missing one invites them
Card networks side with customers when your refund terms are unclear or unpublished. mir-n checks that your store publishes every required document — refund policy, shipping terms, contact details — and flags gaps before a dispute or regulator does.
Audit my store's policiesFrequently asked questions
- Is this return and refund policy generator free?
- Yes — completely free. It runs in your browser, needs no account, and you can copy or download the finished HTML at no cost, with no watermark.
- Is a return policy legally required?
- In most US states you must disclose your policy if you restrict returns. In the EU and UK, online shoppers have a 14-day right of withdrawal by law — if you don't tell them about it, the window extends to 12 months. Marketplaces and payment processors also expect a published policy.
- What should a return and refund policy include?
- The return window (e.g. 30 days from delivery), the condition items must be in, what is non-returnable, who pays return shipping, how refunds are issued and how long they take, how exchanges work, and how to start a return.
- Can I refuse returns on sale or personalised items?
- Usually yes for personalised and hygiene-sealed goods, even in the EU. But you cannot remove the legal right to return faulty or not-as-described items anywhere — consumer law overrides your policy for defective products.
- Where should I publish my refund policy?
- On a dedicated page such as /pages/refund-policy, linked from your footer on every page, at checkout, and in order confirmation emails. Shopify shows it on the checkout page automatically once added under Settings → Policies.