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Returns Policy + Shipping and Delivery Policy


This template Returns Policy and Shipping and Delivery Policy will be a valuable addition to your online store or e-commerce website. The refund policy will also help your business to comply with the Australian Consumer Law, which can be tricky to navigate. Download now and complete instantly.

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Frequently Asked Questions

The return policy has been drafted to help you comply with the Australian Consumer Law. It sets out things like:

  • what happens if an order is faulty
  • whether the customer can change for a change of mind, and if so, are there any limitations on this – for example, maybe a change of mind does not apply for sale items or swimwear or jewellery
  • are there any conditions on return items for a change of mind – for example, original conditions, tags on
  • how does a customer return an item, that is, setting out the actual process

The shipping and delivery policy contains important information for your customers such as:

  • how long will it take for your customer’s order to arrive (standard, express or international)
  • how much delivery will cost
  • whether the customer tracks their order
  • whether the customer cancels an order
  • who customers can contact if an order is damaged in transit

Any online store that has a website! If you’re selling goods or services online, you’ll need this Returns, Shipping and Delivery Policies document.

Our templates are designed to be general in nature so that you can tailor them to suit your individual needs. So, you should carefully read the policies to make sure that they accurately describe the processes that apply to your e-commerce store. You will need to edit some parts of the policies to include all variable information such as contact details, costs and timeframes.

While this policy is designed to help you comply with the Australian Consumer Law, you should still do your own research and be familiar with your obligations in relation to refunds and returns. 

How to use this Doc:
  1. Complete the highlighted fields throughout.
  2. Consider any TIPs in the comment bubbles and make any necessary changes to the wording to suit your personal circumstances.
  3. Proofread it carefully.
  4. Consider if you need legal advice.
  5. Start using your document.
Cherrypicka is not a law firm and we do not provide legal advice. No client / solicitor relationship is formed between you and us when you purchase and use our templates. Our templates are general in nature. They may not cover every situation or law that applies to you or your specific circumstances. If you have any questions, concerns or are unsure whether the template is right for you or your business, you must see a qualified lawyer before using our templates. Our templates are not intended to be a substitute for legal advice. Our templates are based on laws current at the time of purchase and are based on Australian law. They are not suitable for use outside of Australia.
How do I complete my documents?


Download & complete the highlighted fields.


Proof read it carefully & consider if you need 
legal advice.


You are right to go!

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