---
name: return-policy
description: "สกิลสำหรับนโยบายคืนสินค้า ใช้เมื่อต้องการแนวทาง ขั้นตอน Template หรือคำแนะนำเชิงปฏิบัติสำหรับงานกฎหมาย นโยบาย Compliance เอกสารสัญญา และเอกสารเทคนิคที่ต้องมีโครงสร้างชัดเจน ในหัวข้อนี้"
allowed-tools: Read Write Glob
metadata:
  author: matthewhitcham
  version: "1.0"
---

# นโยบายคืนสินค้า

## When to Use This Skill

Use this skill when:
- A user needs a return and refund policy for an e-commerce store (Shopify, WooCommerce, Etsy, BigCommerce)
- Someone is launching a new online store and needs return terms before going live
- A user sells digital products (courses, templates, software) and needs refund terms
- A service provider needs a cancellation and refund policy for coaching, consulting, or agency work
- A user runs a subscription business and needs cancellation, prorated refund, and renewal terms
- Someone wants to rewrite an existing policy in plain, customer-friendly language
- A user asks for a return policy page they can paste directly into their website

**DO NOT** use this skill for:
- Writing terms of service or privacy policies (different legal documents)
- Handling an individual customer refund dispute or complaint
- Building a customer support knowledge base (use customer-support-kb)
- Creating warranty documents for manufactured goods
- Any situation requiring jurisdiction-specific regulatory compliance (direct to attorney)

---

## Legal Disclaimer

**THIS SKILL GENERATES RETURN POLICY TEMPLATES FOR INFORMATIONAL PURPOSES ONLY. IT DOES NOT PROVIDE LEGAL ADVICE. CONSULT WITH A QUALIFIED ATTORNEY TO ENSURE COMPLIANCE WITH YOUR JURISDICTION'S CONSUMER PROTECTION LAWS BEFORE PUBLISHING ANY RETURN POLICY.** This disclaimer MUST appear at the bottom of every generated policy document.

---

## Core Principle

EVERY RETURN POLICY MUST BE WRITTEN IN PLAIN LANGUAGE A CUSTOMER CAN UNDERSTAND IN UNDER 60 SECONDS, MAKE RETURNS AS EASY AS PURCHASING, AND PROTECT THE BUSINESS WITHOUT PUNISHING THE BUYER.

## Section Priority Table

| Priority | Section | Why It Matters |
|----------|---------|----------------|
| **CRITICAL** | Return window (days from delivery/purchase) | Customers check this first. Missing or vague windows cause chargebacks and complaints. |
| **CRITICAL** | Refund method (original payment, store credit, exchange) | Customers need to know what they get back. Ambiguity erodes trust. |
| **CRITICAL** | Eligibility conditions (what can and cannot be returned) | Prevents disputes. Clear rules protect both parties. |
| **CRITICAL** | How to initiate a return (step-by-step process) | If the process is unclear, customers go straight to their bank for a chargeback. |
| **HIGH** | Shipping costs (who pays for return shipping) | The #1 hidden cost customers complain about. State it upfront. |
| **HIGH** | Processing time (how long until the refund appears) | Sets expectations and reduces "where is my refund?" support tickets. |
| **HIGH** | Exchange options (swap for different size, color, product) | Many customers prefer an exchange over a refund. Offer it. |
| **HIGH** | Digital product policy (refund vs no-refund terms) | Digital goods cannot be "returned." Requires different language. |
| **MEDIUM** | Damaged or defective items (separate process) | Faster, no-questions-asked handling builds loyalty. |
| **MEDIUM** | International returns (shipping, duties, timelines) | International customers need clarity on who bears return shipping costs. |
| **MEDIUM** | Gift returns (refund to purchaser or store credit to recipient) | Holiday and gift-heavy businesses need this section. |
| **LOW** | Restocking fees (percentage or flat fee) | Discourages returns but can frustrate customers. Include only if business requires it. |
| **LOW** | Partial refunds (when and how they apply) | Needed for opened items, missing components, or used products. |
| **LOW** | Store credit terms (expiration, restrictions) | Only relevant when offering store credit as a refund option. |

**DEFAULT:** Include all CRITICAL and HIGH sections. Add MEDIUM and LOW sections based on business type and user input.

---

## Policy Types

### Physical Products (Default)
- Return window: 30 days from delivery date
- Condition: Unused, unworn, in original packaging with tags attached
- Return shipping: Customer pays unless item is defective
- Refund method: Original payment method within 5-10 business days
- Exchanges: Available for different size or color (subject to stock)

### Digital Products
- Refund window: 14-day satisfaction guarantee (or no refunds, depending on user preference)
- Access revocation: Refund triggers immediate access removal
- Partial consumption: No partial refunds for partially completed courses or downloads
- Exceptions: Technical issues that prevent access are always refunded

### Services (Coaching, Consulting, Agency)
- Cancellation notice: Minimum notice period before scheduled session
- Completed work: No refund for work already delivered and approved
- Unused prepaid sessions: Refundable minus cancellation fee
- Package deals: Prorated refund for unused portion

### Subscriptions
- Monthly: Cancel anytime, access continues through current billing period, no prorated refund
- Annual: Cancel anytime, prorated refund for remaining months (or no refund, per user preference)
- Free trials: Auto-convert to paid unless cancelled before trial ends
- Downgrade vs cancel: Offer downgrade as alternative to full cancellation

When the user does not specify a policy type, default to **Physical Products with 30-day return window** and confirm before proceeding.

---

## Section-by-Section Guide

Write every policy using these 10 sections in order. Skip sections that do not apply to the business type.

### 1. Overview Statement (1-2 sentences)
Set the tone. Friendly, confidence-building, and brief.

| Incorrect | Correct |
|-----------|---------|
| "ALL SALES ARE FINAL. NO REFUNDS UNDER ANY CIRCUMSTANCES." | "Not happy with your purchase? We offer hassle-free returns within 30 days of delivery." |
| "Please read the following return and refund policy carefully before making a purchase from our website." | "We want you to love what you ordered. If something is not right, here is how to make it right." |
| "Returns are subject to approval at the sole discretion of management." | "Returns are simple. If your item qualifies, we will process your refund — no hoops to jump through." |

### 2. Return Window
State the number of days and what triggers the clock (delivery date, purchase date, or ship date).

| Incorrect | Correct |
|-----------|---------|
| "Items may be returned within a reasonable timeframe." | "You have 30 days from the date your order is delivered to start a return." |
| "Returns accepted at our discretion." | "Any item purchased from our store can be returned within 30 days of delivery, no questions asked." |

### 3. Eligibility (What Can and Cannot Be Returned)
Two clear lists: returnable items and non-returnable items.

| Incorrect | Correct |
|-----------|---------|
| "Items must be in resalable condition." | "Items must be unused, unworn, and in original packaging with all tags still attached." |
| "Certain items may not be eligible." | "The following items cannot be returned: underwear, swimwear, earrings, personalized/custom orders, gift cards, and items marked 'Final Sale' on the product page." |

### 4. How to Start a Return (Step-by-Step)
Numbered steps, specific actions, no ambiguity.

| Incorrect | Correct |
|-----------|---------|
| "Contact us to arrange a return." | "1. Email returns@yourbrand.com with your order number and reason for return. 2. You will receive a return shipping label within 24 hours. 3. Pack the item in its original packaging and drop it off at any USPS location. 4. Once we receive and inspect the item, your refund is processed within 5 business days." |

### 5. Refund Method and Processing Time
State what they get back and when.

| Incorrect | Correct |
|-----------|---------|
| "Refunds will be processed in due course." | "Refunds are issued to your original payment method within 5-10 business days after we receive and inspect the returned item. You will receive an email confirmation when your refund is processed." |

### 6. Shipping Costs
State who pays and whether return labels are provided.

| Incorrect | Correct |
|-----------|---------|
| "Shipping charges may apply." | "We provide a prepaid return shipping label at no cost for defective or incorrect items. For all other returns, a $5.95 return shipping fee is deducted from your refund." |

### 7. Exchanges
State whether exchanges are available, how to request one, and any limitations.

| Incorrect | Correct |
|-----------|---------|
| "Exchanges may be available for select items." | "Want a different size or color? Email returns@yourbrand.com with your order number and preferred exchange. We will ship the replacement as soon as we receive your original item. Exchanges are subject to availability." |

### 8. Damaged or Defective Items
Separate, faster process. No customer-pay shipping.

| Incorrect | Correct |
|-----------|---------|
| "Report defective items per our standard return process." | "Received a damaged or defective item? Email returns@yourbrand.com with a photo of the damage within 48 hours of delivery. We will ship a free replacement immediately — no need to return the damaged item." |

### 9. Exceptions and Non-Returnable Items
Bulleted list of everything excluded. No surprises.

### 10. Contact Information
Email, phone (if applicable), business hours, expected response time.

---

## Core Workflow

### Step 1: Gather Business Details

Collect these inputs before writing anything.

**Ask all at once:**
1. What do you sell? (physical products, digital products, services, subscriptions, or a mix)
2. What platform is your store on? (Shopify, WooCommerce, Etsy, Squarespace, custom site, or N/A for services)
3. What return window do you want? (default: 30 days for physical, 14 days for digital)
4. How do you want to issue refunds? (original payment method, store credit, exchange only, or customer's choice)
5. Who pays for return shipping? (you, the customer, or free for defective items only)
6. Are there items or situations that are non-returnable? (custom orders, sale items, perishables, etc.)
7. What is your return email or contact method?

**Defaults for unanswered questions:**

| Question | Default |
|----------|---------|
| Policy type | Physical products |
| Return window | 30 days from delivery |
| Refund method | Original payment method |
| Processing time | 5-10 business days |
| Return shipping | Customer pays; free for defective items |
| Exchanges | Available for size/color swaps, subject to stock |
| Non-returnable items | Gift cards, final sale items, personalized orders |
| Damaged items | Free replacement, photo required within 48 hours |
| Contact | `returns@yourbrand.com` placeholder |

**GATE: Do not proceed to Step 2 until you have at minimum: what they sell (question 1) and their preferred return window (question 3).** Apply defaults for everything else and flag them with `[DEFAULT — update before publishing]`.

---

### Step 2: Draft the Policy

1. Write all applicable sections from the Section-by-Section Guide in order.
2. Use plain language throughout. Write at an 8th-grade reading level.
3. Bold key terms: return window, refund method, shipping costs, non-returnable items.
4. Keep the total policy under 800 words for physical products, under 400 words for digital-only.
5. Include the legal disclaimer at the bottom.
6. Format for the user's platform:
   - **Shopify/WooCommerce/Squarespace:** Markdown with H2/H3 headers (paste-ready for CMS)
   - **Etsy:** Plain text with line breaks and bold markers (Etsy does not support full markdown)
   - **Custom site:** HTML with semantic headers and a CSS class wrapper
   - **Services/General:** Markdown document

**Formatting rules:**
- H2 for the policy title
- H3 for each section header
- Numbered lists for step-by-step processes
- Bulleted lists for non-returnable items and exceptions
- Bold for key terms and timeframes
- No ALL CAPS except for the core principle in this skill document

**GATE: Present the complete draft to the user before saving to file.**

---

### Step 3: Review with User

Present the full policy in chat. Then ask:

1. "Does this accurately reflect your return terms? Anything incorrect or missing?"
2. "Are the default terms I used acceptable? (Marked with [DEFAULT] flags.)"
3. "Is the tone right for your brand — or should it be more formal or more casual?"
4. "Any edge cases your customers have raised that we should address?"

Make requested changes and re-present the updated version.

**If more than 3 revision rounds, pause and ask:** "Would you like to finalize the current version and adjust the remaining details yourself, or keep refining here?"

**GATE: Do not save to file until the user explicitly approves.** Acceptable: "looks good," "approved," "save it," "that works," or similar.

---

### Step 4: Deliver to File

**Step 1:** Ask where to save. Suggest default: `policies/return-policy.md`

**Step 2:** Write the complete policy using the Write tool. Include the legal disclaimer at the bottom.

**Step 3:** Confirm delivery with summary:
- Policy type, return window, refund method, key terms
- Number of sections, word count, platform format
- **Always end with:** "Have a qualified attorney review this policy for compliance with your jurisdiction's consumer protection lAWS before publishing."

---

## Example 1: Shopify Clothing Brand — 30-Day Return, Free Return Shipping

**User says:** "I need a return policy for my Shopify clothing store. We sell men's and women's apparel. I want 30-day returns with free return shipping and the option to exchange."

**Step 1 produces:**
```
Type: Physical products (clothing/apparel)
Platform: Shopify
Return window: 30 days from delivery
Refund method: Original payment method
Return shipping: Free (brand pays)
Exchanges: Yes, for different size or color
Non-returnable: Underwear, swimwear, items marked Final Sale, altered items
Contact: returns@yourbrand.com [DEFAULT — update before publishing]
```

**Step 2 drafts the full policy:**

```markdown
## Return and Exchange Policy

We want you to love what you ordered. If something does not fit or is
not what you expected, we make returns and exchanges easy.

### Return Window

You have **30 days from the date your order is delivered** to start
a return or exchange. Items returned after 30 days are not eligible
for a refund.

### What Can Be Returned

- Items must be **unworn, unwashed, and in original condition** with
  all tags still attached.
- Items must be in their original packaging.

### What Cannot Be Returned

- Underwear and swimwear (for hygiene reasons)
- Items marked "Final Sale" on the product page
- Items that have been altered, tailored, or damaged by the customer
- Gift cards

### How to Start a Return

1. Email **returns@yourbrand.com** with your order number and the
   reason for your return.
2. We will reply within 24 hours with a **prepaid return shipping
   label**.
3. Pack the item securely in its original packaging and attach the
   label.
4. Drop the package at any USPS location.
5. Once we receive and inspect your item, we will process your refund
   within **5-10 business days**.

### Exchanges

Want a different size or color? Include your preferred exchange in
your return email. We will ship the new item as soon as we receive
your return. Exchanges are subject to availability — if your
preferred item is out of stock, we will issue a full refund instead.

### Refunds

Refunds are issued to your **original payment method**. Please allow
**5-10 business days** for the refund to appear on your statement
after we process it. You will receive an email confirmation when
your refund is on its way.

### Return Shipping

Return shipping is **free**. We provide a prepaid USPS return label
with every approved return.

### Damaged or Defective Items

Received a damaged or defective item? Email us at
**returns@yourbrand.com** with a photo of the damage within **48
hours of delivery**. We will ship a free replacement immediately —
no need to return the damaged item.

### Contact Us

- **Email:** returns@yourbrand.com
- **Response time:** Within 24 hours, Monday through Friday

---

*This policy is provided as a general guide. Consult with a legal
professional to ensure compliance with your jurisdiction's consumer
protection lAWS.*
```

**Step 3:** User changes contact email to `help@urbanthread.co` and adds "monogrammed items" to non-returnable list. Changes made, approved.

**Step 4:** Saved to `policies/return-policy.md`.

---

## Example 2: Digital Course Creator — 14-Day Satisfaction Guarantee

**User says:** "I sell an online course for $197. I want to offer a 14-day money-back guarantee, no questions asked. If they refund, they lose access."

**Step 1 produces:**
```
Type: Digital product (online course)
Platform: N/A (general)
Return window: 14 days from purchase date
Refund method: Original payment method
Access: Revoked upon refund
Exchanges: N/A
Non-returnable: N/A (single product)
Contact: support@yourbrand.com [DEFAULT — update before publishing]
```

**Step 2 drafts the full policy:**

```markdown
## Refund Policy

We stand behind our course. If you are not satisfied for any reason,
we offer a straightforward money-back guarantee.

### 14-Day Money-Back Guarantee

You have **14 days from the date of purchase** to request a full
refund. No questions asked, no hoops to jump through. If the course
is not the right fit, we will give you your money back.

### How to Request a Refund

1. Email **support@yourbrand.com** with the subject line "Refund
   Request" and include your order number.
2. We will confirm your refund within **24 hours**.
3. Your refund will be processed to your **original payment method**
   within **5-7 business days**.

### What Happens to Your Access

Once your refund is processed, your access to the course, all
downloadable materials, and any bonuses will be **permanently
revoked**. If you purchased the course again in the future, you
would start with a new enrollment.

### After 14 Days

Refund requests made after the 14-day window are not eligible.
We encourage you to dive into the course within your first two
weeks so you can make a confident decision.

### Technical Issues

If you experience technical problems that prevent you from
accessing the course (login errors, broken videos, download
failures), contact **support@yourbrand.com** at any time. We will
resolve the issue or issue a full refund regardless of the 14-day
window.

### Contact Us

- **Email:** support@yourbrand.com
- **Response time:** Within 24 hours, Monday through Friday

---

*This policy is provided as a general guide. Consult with a legal
professional to ensure compliance with your jurisdiction's consumer
protection lAWS.*
```

**Step 3:** User approves with no changes.

**Step 4:** Saved to `policies/refund-policy.md`.

---

## Anti-Patterns

**NEVER do these when writing return policies:**

- **Aggressive or punitive language.** "ALL SALES ARE FINAL" or "NO EXCEPTIONS" destroys customer trust and increases chargebacks. Write policies that make customers feel safe buying, not trapped after buying.
- **Hiding the return process.** Burying the return steps in dense paragraphs or behind multiple clicks makes customers reach for their bank's chargeback option instead. Return steps must be a numbered list, visible in under 10 seconds.
- **Making returns harder than purchasing.** If a customer can buy in 2 clicks, they should not need 7 steps, 3 emails, and a notarized letter to return. Match the effort.
- **Skipping the digital product section.** If the user sells any digital products, courses, templates, or downloads, the policy must address them separately. Physical return terms do not apply to digital goods.
- **Vague processing times.** "Your refund will be processed shortly" means nothing. State a specific number of business days. Customers checking their bank account daily need a real timeframe.
- **Contradicting platform policies.** If the user sells on Etsy, Shopify, or Amazon, the return policy cannot contradict the platform's buyer protection rules. Etsy requires sellers to honor their stated policy. Amazon has mandatory return windows for many categories.
- **Inventing terms the user did not approve.** If the user did not mention restocking fees, do not add them. If they did not say "store credit only," do not default to it. Flag every default clearly.
- **Legalese and jargon.** "Notwithstanding the foregoing provisions" has no place in a return policy that real customers need to read. Plain language is not less enforceable.
- **Omitting the legal disclaimer.** Every generated policy must include the disclaimer. This is a template, not legal advice.

---

## Recovery and Troubleshooting

### User Does Not Know What Terms to Set

1. Present common defaults by business type: "Most online clothing stores offer 30-day returns with free return shipping. Most digital product sellers offer a 14-day or 30-day satisfaction guarantee. Which sounds closest to what you want?"
2. If they are still unsure, ask: "What does your biggest competitor offer? Matching or slightly exceeding their terms is a safe starting point."
3. If they cannot decide: "Start with 30 days and original payment method refunds. You can always tighten the policy later once you see your return rate."
4. **If 3 attempts fail:** "Finalize your return terms first — specifically how many days, what refund method, and who pays return shipping. Once you know those three things, we can write this in under 5 minutes."

### User Wants No Returns or No Refunds

1. Explain the risk: "A strict no-refund policy increases chargebacks and damages customer trust. Most payment processors and platforms (Shopify, Etsy, PayPal) side with the buyer in disputes when the seller has no return policy."
2. Offer a middle ground: "Consider a 14-day window with conditions (unused, original packaging) instead of no returns. This protects you while keeping customers confident to buy."
3. If they insist, write the no-refund policy clearly and add exceptions for defective or incorrect items (most jurisdictions require this).

### User Sells Multiple Product Types

1. Ask: "Do you want one unified policy or separate sections for each product type?"
2. Default to a single policy with clearly labeled sections: "Returns for Physical Products," "Refunds for Digital Products," "Cancellation for Subscriptions."
3. Ensure no section contradicts another. The return window and refund method may differ by type, but the contact method and process should be consistent.

### User's Platform Has Specific Requirements

1. **Shopify:** Markdown with H2/H3 headers. Remind user to link policy page in footer navigation.
2. **Etsy:** Plain text. User pastes into the dedicated "Policies" section in shop settings.
3. **WooCommerce:** Markdown or HTML. Suggest using the default "Refund and Returns Policy" page template.
4. **Amazon:** A-to-Z guarantee overrides most seller policies for FBA. Write policy for non-Amazon channels and link to Amazon's return center for Amazon orders.

### File Save Fails

1. Check if the target directory exists using Glob. If not, create it with Write.
2. If write permission is denied, ask the user for an alternative save path.
3. **Fallback:** Output the complete policy in chat so the user can copy-paste it. Inform them: "I could not save the file, but here is your complete return policy. Copy it directly into your website."

---

## Pre-Delivery Checklist

- [ ] Overview statement sets a welcoming, confidence-building tone
- [ ] Return window states specific days and trigger date (delivery or purchase)
- [ ] Eligibility conditions are explicit (what qualifies, what does not)
- [ ] Return process is a numbered, step-by-step list
- [ ] Refund method and processing time stated with specific business days
- [ ] Shipping cost responsibility clearly assigned (seller, buyer, or split)
- [ ] Damaged/defective items have a separate, faster process
- [ ] Non-returnable items listed explicitly (no vague language)
- [ ] Digital product and subscription terms included if applicable
- [ ] All `[DEFAULT]` flags present where defaults were applied
- [ ] No contradictions between sections
- [ ] Contact info includes email and expected response time
- [ ] Plain, friendly language at an 8th-grade reading level
- [ ] Word count under 800 (physical) or 400 (digital); legal disclaimer at bottom
- [ ] Format matches user's platform (Shopify, Etsy, WooCommerce, general)