Shopify Refund Policy: How Cancellations and Refunds Are Handled

A fair refund process starts with clear scope. Because every service has a written scope and a fixed price, a refund conversation can be about something specific: what was agreed, what was delivered and what is still open. It is an explanation, not legal advice.

Before work starts

If you change your mind before work has begun, tell us as soon as you can, with your order number. At that point nothing has been spent on your project, which gives the clearest case for a refund. The refund policy sets out how this is reviewed.

After work has started

Once work is underway, time and effort have been spent on your project. A request at this stage is reviewed against how much of the scope has been completed. We look at what has been delivered, what is still outstanding and what a fair outcome is for both sides.

If the work does not match the scope

The first step is revision, not refund. Every package includes two revision rounds, so a gap between what was agreed and what was delivered is usually fixed by correcting the work. If the work still does not meet the written scope after revision, a refund can be considered under the policy.

What is not covered

A refund is not available for a change of mind about design preferences that were not in the brief, for results that depend on factors outside the scope such as sales or traffic, or for third-party app fees paid directly to app vendors. The policy lists these so there are no surprises.

A clear refund policy builds trust and reduces disputes. Shopify lets you publish one from your admin, and customers can see it in your footer and at checkout.

1. Open Settings in your Shopify admin and choose Policies.
2. Select the refund policy field and use Shopify's template as a starting point if you do not have one.
3. Edit the wording to match your real practice: how long customers have, which products are eligible and who pays for return shipping.
4. Save the policy and confirm it appears in your store footer.
5. Review it when your return practice changes, such as when you add a new product category.

What a store refund policy should say

• How many days customers have to ask for a refund or return.
• Which items can and cannot be returned, such as final-sale or personalized items.
• The condition items must be in.
• How to start a return and who to contact.
• Who pays for return shipping.
• How and when refunds are issued.

How to give a refund in Shopify

Open the order in your Shopify admin, choose the refund option, select the items and amounts, and confirm. Shopify returns the money through the original payment method where the payment provider allows it. Processing times depend on your payment provider and the customer's bank.

What is a refund policy for web design?

A refund policy for web design explains when a client can get money back, how to ask and what is not refundable. Ours is reviewed against the written scope, and the first step is usually a revision.

How do I add or edit a refund policy on Shopify?

To add a refund policy on Shopify, open Settings, then Policies in your admin and use the template. To edit a refund policy on Shopify, change the text in the same place and save.

How do I give a refund on Shopify?

To give a refund on Shopify, open the order in your admin, choose the refund option, select items and amounts and confirm. Shopify returns money to the original payment method where the provider allows it.

How do I request a refund on Shopify, or refund a Shopify subscription?

To request a refund from Shopify for a subscription, contact Shopify's support and check its current terms. To request a refund from us, contact us with your order number.

Is there a return and refund policy template for Shopify or a website?

A website refund policy template or a return and refund policy for Shopify is a useful start. Edit it for your products. For a Shopify agency refund or a cancellation policy for Shopify design, read ours above.