Returns and exchanges policy wording that matches how your store actually handles requests

A short refund note often does not answer the practical questions customers and staff run into after a sale. For example, it may not explain how exchange requests are lodged, what happens with damaged deliveries, whether sale items are treated differently, or what information a customer needs to provide. A fuller policy gives your business one reference point for those recurring issues. That is especially useful where you sell across a website, app, marketplace or subscription model and need the wording to line up with the way requests are handled in practice.

Useful details include your product categories, whether you sell physical goods, digital products or both, how orders are fulfilled, what your checkout currently says, and how your support team handles requests now. We also look at whether you offer subscriptions, pre-orders, memberships, custom items or products that are hard to resell. If your website wording, help centre and internal process all say different things, that can create friction. The drafting works best when the policy reflects the customer journey you actually use.

Sometimes a template is a starting point, but many online businesses outgrow generic wording quickly. Templates often assume a simple retail model and may not deal properly with exchange-only categories, app-based purchases, recurring billing, hygiene-sensitive items or multi-channel fulfilment. They can also create operational problems if staff end up making exceptions that the written policy never mentions. A lawyer-reviewed policy is usually more useful where your store has different product types, more than one sales channel, or customer promises that need to be expressed more carefully.

The timeframe usually depends on how complex your sales setup is and whether you already have existing wording that needs review. A store selling standard physical products through one website may be more straightforward than a business offering subscriptions, digital access and app-based purchases together. Once we have the relevant information, we prepare the draft for your review and any included feedback steps. If your business is launching soon, it helps to share your current website wording, checkout flow and product categories early so the drafting can be aligned from the outset.

No. This service covers the policy drafting or review work described on this page. It has separately quoted extras, and it is not the same as having a lawyer manage individual customer complaints after the policy is published. If a dispute has already escalated, or you need broader advice on a specific complaint, that may require separate work. The main next step after the policy is finalised is usually to publish it in the right places, such as your footer, checkout, FAQs or help centre.

As an online law firm, we eliminate the headaches of paying us by the hour and finding time to meet with a lawyer in person. We charge a fixed fee, with upfront quotes and transparent pricing, and communicate via phone, email and video chat - whichever suits you! You'll be guided through our process by our expert lawyers, who are Australian-qualified and specialise in technology, intellectual property, contract drafting, corporate and commercial law.

At Sprintlaw, our pricing is transparent and designed for startups and small businesses. Many one-off legal services, including document drafting and reviews, are provided for a fixed fee with an upfront quote before you proceed.

Prices typically range from $250 to $2,500 AUD depending on the complexity and scope of the work. For ongoing support, Sprintlaw Memberships include options such as legal templates, consultations, a legal helpline and credits for services.

If your project is larger or more complex, we will provide a tailored quote after understanding what you need.

Our law firm operates completely online, which means we can help you wherever you are in Australia. We work at The Commons Central - a cool co-working space in Chippendale, Sydney - but our lawyers often work flexibly across various locations.

Our lawyers also work from co-working spaces and home offices in Sydney, Melbourne, Brisbane, Adelaide and Perth, so clients can get help online without needing to meet in person.