Is a no refund policy legal?

In the US, generally yes, as long as it's clearly displayed before purchase. Some states, including California and New York, have rules on how it has to be shown. In the UK and EU, a blanket no-refund policy doesn't stop the 14-day right to cancel most online orders, and nothing removes your duty to deal with faulty goods. This isn't legal advice.

What should a no refund email say?

Which category the item's in, why that category can't be refunded, and a link to the policy. Then what's still covered, like faults or the wrong item arriving. Keep it short. A long justification reads like you're unsure of your own policy.

Can I refuse a refund on a sale item?

In the US, usually yes, if it was clearly marked as final sale. In the UK and EU, not for online orders inside the 14-day window. Being on sale isn't one of the exemptions.

Refunds templates

No refund email templates that stand by your policy without breaking consumer law

Q: Do I have to refund digital products?

In the UK and EU, not for a change of mind once the download has started, provided the customer agreed at checkout to immediate access and acknowledged losing the right to cancel. If they didn't, the usual 14 days apply. A faulty file still has to be fixed or refunded.

Updated October 19, 2026

No refund email templates illustrated by three items that can't come back: cut flowers in a vase, an engraved ring and a sealed envelope on a shelf

No refund email templates only work when the law's on your side. A downloaded file, fresh flowers and a ring engraved with someone's initials can usually be excluded from refunds. A dress from the sale section can't, not for a UK or EU customer inside 14 days of delivery, and template 4 is written for exactly that customer.

The templates

1. Digital download already accessed

NeutralEmail

In the UK and EU this holds only if the customer agreed at checkout to immediate access and acknowledged losing the cancellation right. Faulty files still have to be fixed or refunded.

Subject: Your refund request for [product name]

Hi [first name], Thanks for getting in touch. I can see the [pattern pack] was downloaded on [date]. Because it's a digital product you had access to straight away, it isn't refundable once it's been downloaded. That's set out in our policy here: [link to policy]. If a file won't open or something's missing from the pack, that's different. Tell me which file and I'll fix it or refund you. [Your name] [Store name]

2. Perishable goods

WarmEmail

Subject: About your order [#1234]

Hi [first name], I'm sorry the [flowers] weren't what you pictured. Because they're fresh and can't be sent back or resold, we can't offer refunds for a change of mind. It's in our policy here: [link to policy]. If they arrived damaged or wilted, though, please send a photo. That's on us, and I'll send a replacement or refund you. [Your name] [Store name]

3. Final sale item (US customers)

FirmEmail

US only. In the UK and EU, a sale item bought online still has the 14-day right to cancel. Use template 4 there.

Subject: Your return request for order [#1234]

Hi [first name], I've checked order [#1234]. The [dress] was in our final sale, which was marked on the product page and at checkout, so it can't be returned or refunded. If it has a defect, send me a photo and I'll make it right. Otherwise I'm afraid the sale terms have to stand. [Your name] [Store name]

4. When the law overrides your no-refund rule

NeutralEmail

For a UK or EU customer inside 14 days of delivery on an item that isn't on the legal exemption list. Your policy can't take this right away, so say yes and keep it simple.

Subject: Your return for order [#1234]

Hi [first name], Thanks for your message. Our policy says [sale items] aren't refundable, but you're within 14 days of delivery and that right applies to online orders whatever our policy says. So yes, you can return the [jacket] for a refund. Send it back to [return address] by [date]. [Return postage is paid by you / We've attached a free label.] As soon as it arrives I'll refund [€89.00], including the original delivery. [Your name] [Store name]

5. Short version for chat or WhatsApp

WarmChat / WhatsApp

I've had a look. Because the [ring] was made to your size and engraving, we can't take it back for a change of mind, sorry. If there's a mistake in the engraving or anything wrong with it, send me a photo and I'll sort it out.

Is your no-refund policy actually enforceable?#

Worth checking before you send anything. In the US there's no general federal right to return, so a clearly displayed policy usually decides it, though some states (California and New York among them) set rules on how the policy has to be shown. Get that wrong and you can end up owing the refund anyway.

The UK and EU are stricter. Most online orders can be cancelled within 14 days of delivery whatever your policy says. The exemptions are narrow: personalised or made-to-order items, perishables, sealed hygiene goods once they're opened, and digital content once the download has started with the customer's agreement. And in the UK and EU, faulty goods are never covered by a no-refund rule. Our guide on how to write a no refund policy goes through the exemptions properly. None of this is legal advice.

Saying no without sounding defensive#

Name the category. Give the reason it can't come back. Link the policy. Then spend a sentence on what is covered. It's the sentence that stops the conversation turning into a dispute, because the customer can see you're not hiding behind the rule.

Hay.chat answers from the policy you give it, and you can write a playbook that sends every no-refund dispute to a person instead of arguing it out. For refusals that have nothing to do with a no-refund rule, like an expired return window, use the refund denied templates instead.

What to include

Which category the item falls into, and why that category can't be refunded.
A link to the policy, and where the customer would have seen it before paying.
What's still covered: faults, the wrong item, damage in transit.
An alternative, such as an exchange or store credit, if you're willing to give one.
For UK customers, "this doesn't affect your statutory rights". It's true, and it costs you nothing.

Don't say this

"All sales are final."

To a UK or EU customer inside 14 days of delivery, for most online orders, that's simply wrong.
"No refunds under any circumstances."

There are always circumstances. A faulty item is the obvious one.
"You agreed to this when you clicked buy."

Point to the policy instead. This line turns a refund question into a fight about who's to blame.
"If you disagree, contact your bank."

You've just invited a chargeback, and you'll pay the dispute fee whether you win or not.

Shopify — Hay.chat drafts the no. Faults, chargebacks and UK or EU returns the law protects go to a person.

When a person should take over

If the customer is in the UK or EU, inside 14 days, and the item isn't on the exemption list, a person should confirm the return. The answer is almost certainly yes.

Any claim of a fault, a wrong item or damage in transit takes it out of no-refund territory. Someone should look at the photos.

Mentions of a chargeback, a consumer body or legal action go straight to a person.