A returns policy customers can actually understand. Fill in the brackets, publish it on your site, and paste it into sem.chat so your agent applies it the same way every time. Written to build trust, not hide behind fine print.
Copy the whole template, or grab a single block below.
SupportYou can return any [unused, in original packaging] item within [30] days of delivery for a full refund.
[Sale items / personalized items / perishables] are [final sale / not eligible], and here is why: [reason].
Gifts can be returned for [store credit] with the order number or gift receipt.
Reply here, or email [email], with your order number and the reason.
We will send a [prepaid] return label within [one business day].
Pack the item securely and drop it at [carrier]. No printer? We can email a QR code.
When to use: What can come back, and for how long.
You can return any [unused, in original packaging] item within [30] days of delivery for a full refund.
[Sale items / personalized items / perishables] are [final sale / not eligible], and here is why: [reason].
Gifts can be returned for [store credit] with the order number or gift receipt.
When to use: The exact steps to send something back.
Reply here, or email [email], with your order number and the reason.
We will send a [prepaid] return label within [one business day].
Pack the item securely and drop it at [carrier]. No printer? We can email a QR code.
When to use: Set the expectation up front.
Once we receive your return, we inspect it within [2] business days.
Your refund goes back to the original payment method within [5 to 10] business days after that.
We will email you at every step, so you are never left wondering.
When to use: The faster path for the right size or color.
Want a different [size or color]? Tell us and we will ship the replacement as soon as the return is on its way.
If there is a price difference, we will [charge or refund] it, and we always explain it first.
When to use: Handle the edge cases with care.
Arrived damaged or wrong? Send a photo and we will [replace it free / refund you] right away, no need to return it first.
Outside the window but something is not right? Reach out anyway. We would rather fix it than lose you as a customer.
Replace the [highlighted fields] with your own details. Free to use.
Paste your returns policy into sem.chat and your agent handles refunds, exchanges, and damaged items by the book, in your voice.
Fill in every bracket with your real rules, then read it once as if you were the customer.
Cut anything that sounds like fine print; lead with what the customer can do.
Publish it on a /returns page and link it from your footer and order emails.
Paste it into sem.chat so your agent applies the exact same policy in every chat.
Everything you need to put this template to work.
(Support)Five ready-to-send replies for the questions your team answers every day, written to sound human.
Support(Support)Clear rules for when the AI should hand a conversation to a person, with the exact messages to use.
Support(Support)A fill-in guide that defines your AI agent's name, personality, tone, and boundaries so every reply sounds like your brand.
SupportPaste your policy into sem.chat and it handles refunds and exchanges by the book, in your voice.