Refund request reply templates (within 14 days)
A customer who changes their mind within 14 days of delivery has a legal right to cancel, so the only question is how smoothly you handle it. Say yes in the first line, explain the return in plain steps and say exactly when they'll get their money.
Template
Subject: Your refund for order {order_number}
Subject: Refund request: order {order_number}
Subject: Refund for {order_number}
- {first_name}
- The customer's first name. Hobson fills this from the conversation.
- {order_number}
- The Shopify order number. Hobson fills this from the matched order.
- {return_item}
- The product being returned.
- {return_address}
- Your full returns address, including postcode.
- {return_deadline}
- The date the customer must post it by, 14 days from when they told you.
- {return_postage_terms}
- Who pays return postage, such as "at your cost, as set out in our returns policy" or "free using the attached label".
- {refund_amount}
- The amount you will refund, including the original standard delivery charge if the whole order is returned.
- {agent_first_name}
- The first name of the teammate sending the reply. Hobson fills this.
- {workspace}
- Your shop name. Hobson fills this.
When to use it
- The customer has changed their mind and the goods arrived in the last 14 days.
- Someone asks "can I get a refund?" without a fault or problem with the item.
- The item is unused or only handled enough to try it.
If the customer is past your return window, use the refund outside the return window template. Refund outside the return window
UK consumer law
Under the Consumer Contracts Regulations 2013, customers can cancel most online orders within 14 days of receiving them, with no reason needed, and then have 14 more days to send the goods back. You must refund within 14 days of getting the goods back (or proof of return), including standard outbound delivery. The customer pays return postage only if you told them so before they bought. This is a general guide, not legal advice.
How to use it
- 1
Check the delivery date
Use the delivery date from tracking, not the order date, to confirm the customer is within 14 days.
- 2
Check exemptions
Personalised items, perishables and unsealed hygiene products are usually exempt. If the item is exempt, say so kindly and explain why.
- 3
Work out the refund
Include the original standard delivery charge if the whole order comes back. You do not have to refund extra paid for express delivery.
- 4
Refund on arrival
Watch for the return and refund promptly. Customers judge the whole experience on how quickly the money lands.
Common mistakes
- Asking the customer why they want a refund before agreeing. Inside 14 days they do not need a reason.
- Keeping the delivery charge on a full-order return.
- Charging return postage when your returns policy never said the customer pays it.
- Waiting for the item to be inspected for weeks before refunding. You have 14 days from receipt.
What they usually ask next
How do I send it back? Return instructions
Related templates
All returns and refunds templates- Return instructionsClear return instruction emails: how to pack it, where to drop it off, the returns label or address, and when the refund lands. Ready for Royal Mail, Evri and InPost.
- Refund outside the return windowPolite reply templates for refund requests after your return window has closed: explain the policy, offer store credit or an exchange, and check for a fault first.
- Exchange requestReply templates for size and colour exchanges: check stock, hold the new item, and choose whether to send it now or once the return arrives. Friendly, formal, brief.