How do you politely decline a refund request?

Give the reason in one sentence, show the dates you checked, and link the policy. Then offer something you can do, if there's anything, and tell them what would change your answer (a fault, for example). Politeness is mostly about being specific. Vague refusals feel ruder than clear ones.

Can I refuse a refund because the customer changed their mind?

It depends where the customer is. In the US there's no general federal right to return, so your posted policy mostly decides it. In the UK and EU, most online orders can be cancelled within 14 days of delivery whatever your policy says, with exceptions such as personalised items and opened hygiene products. This isn't legal advice, so check the rules where you sell.

Should I offer store credit when I deny a refund?

If you can afford to, yes. It turns a flat no into a choice, and plenty of customers take it. Just don't offer it in the first email and then withdraw it later, because that does more damage than never offering it.

What if the customer files a chargeback after a refund denial?

Send your payment provider the denial email, the policy as it read on the order date, and the delivery tracking. That's why the denial should state the reason and link the policy in the first place: it becomes your evidence.

Refunds templates

Refund denied email templates: how to decline a refund request and keep the customer

Updated October 19, 2026

Refund denied email templates illustrated by a calendar page with one date circled and a parcel sitting just past it

Refund denied email templates are for the days you have to say no to someone who's already annoyed. There are five below, from the polite it's outside the window to the one you send when the same customer asks again. Each gives the real reason and an alternative where there is one, and leaves the door open in case the item turns out to be faulty.

The templates

1. Outside the return window, with an alternative

WarmEmail

Subject: About your refund request for order [#1234]

Hi [first name], Thanks for getting in touch about the [item]. I've had a look, and it was delivered on [delivery date], which puts it [45] days ago. Our return window is [30] days, so I can't refund it as a standard return. What I can do is [an exchange for a different size / store credit for the full amount], if either of those helps. And if the [item] is faulty rather than just not right for you, that's a different thing entirely. Tell me what's wrong with it and I'll sort out a repair, replacement or refund whatever the date. [Your name] [Store name]

2. Personalised or made-to-order item

NeutralEmail

Personalised items are one of the exceptions to the 14-day cancellation right in the UK and EU. A sale item isn't.

Subject: Your refund request for order [#1234]

Hi [first name], I'm sorry the [engraved necklace] wasn't what you'd hoped for. Because it was made to your specification, with [the engraving you chose], we can't take it back or refund it for a change of mind. That's in our returns policy here: [link to policy]. If there's a mistake in the [engraving] or a fault with the [necklace], that's on us, and I'll remake or refund it. Just send me a photo. [Your name] [Store name]

3. Opened hygiene or sealed item

NeutralEmail

Covers sealed goods that can't go back on sale once opened for health or hygiene reasons (earrings, cosmetics, underwear). Unopened ones follow your normal return rules.

Subject: Your return request for order [#1234]

Hi [first name], Thanks for letting me know. Because the [lipstick] came sealed and the seal's been opened, we can't accept it back for a refund. We can't resell it for hygiene reasons, and that's in our returns policy: [link to policy]. If there's something wrong with it, though, that's covered. Tell me what's happening and I'll replace or refund it, your choice. [Your name] [Store name]

4. Second request after a no

FirmEmail

For when the customer asks again with nothing new. Restate it once, kindly, and close the loop. If they bring new information, look again instead.

Subject: Re: Refund for order [#1234]

Hi [first name], I understand this isn't the answer you wanted, and I've looked at the order again. The [jacket] was delivered on [date] and the request came in on [date], which is outside our [30-day] window, so my answer has to stay the same. The offer of [store credit for €89.00] still stands if you'd like it. Just reply and I'll set it up. [Your name] [Store name]

5. Short version for chat or WhatsApp

WarmChat / WhatsApp

I've checked order [#1234]. It was delivered on [date], so it's outside our [30-day] return window and I can't refund it, sorry. I can offer [an exchange or store credit] instead. And if there's something wrong with it, let me know, because that's a different story.

How to decline a refund request#

Start with what you checked, not with "unfortunately". A customer who reads "it was delivered on the 3rd, which is 45 days ago" can see you looked at their order. One who reads "unfortunately we can't help" assumes you didn't.

Then give one reason, not three. If the order's outside the window, say that. Stacking reasons (it's outside the window, it's been worn, and it was on sale) sounds like you're building a case against them.

Check the law before you send the no#

If you sell to customers in the UK or EU, most online orders come with a 14-day right to cancel after delivery, whatever your own policy says. And faulty goods have to be repaired, replaced or refunded regardless of any window. A denial that ignores either one is a denial you'll probably lose. Our guide on how to write a no refund policy covers the exceptions. None of this is legal advice.

Hay.chat can check the delivery date against your return window and draft the reply for you to approve. You can also tell it, in a plain-language playbook, to hand the conversation to a person whenever a customer mentions a fault. If you look again and the answer's yes after all, switch to the refund approved templates.

What to include

The reason, in one sentence, tied to a specific line of your policy.
The facts you checked (order date, delivery date, the window) so it's obvious you looked.
An alternative you're actually willing to give, such as an exchange or store credit. Skip it if there isn't one.
A way back in. If the item's faulty or your dates are wrong, they should know you'll look again.
A link to the policy, so the reason isn't just your word.

Don't say this

"As stated in our policy, which you agreed to at checkout..."

Technically true, and it reads like a solicitor's letter. Link the policy and let it speak for itself.
"Unfortunately, we are unable to process your request at this time."

At this time suggests later. The customer will try again next week, and the week after.
"If you'd read the product description..."

Blaming the customer usually ends in a one-star review.
"We never give refunds."

It's not true if the item's faulty, and in the UK and EU it isn't true for most online orders inside 14 days of delivery either. Don't write something you'd have to walk back.

Shopify — The no goes out with the order checked and the policy quoted. If they say it's faulty, a person takes over.

When a person should take over

If the customer says the item is faulty, damaged or not as described, it's no longer a change-of-mind request and the rules are different. A person should look at it.

Any mention of a chargeback, a solicitor, a consumer body or a public review means a person takes it from here.

And if it's the third message after a no, stop replying with templates. Someone should decide whether to hold the line or make an exception.