How soon must you refund a customer who returns an order?
The clock does not start when the parcel arrives: it starts when the customer tells you they are withdrawing. This is where most stores get it wrong.
Short answer
- The refund must be made without undue delay and within 14 calendar days of the withdrawal notice at the latest.
- The standard outbound delivery costs must be refunded as well.
- The extra cost of an express delivery chosen by the customer does not have to be refunded.
- You may withhold payment until the goods arrive or the customer proves they have shipped them.
- The refund uses the same payment method, unless the customer agrees to another one at no cost.
What is refunded and what is not
Amounts in a withdrawal
| Item | Refunded? | Detail |
|---|---|---|
| Product price | Yes | In full |
| Standard outbound shipping | Yes | The least expensive option offered |
| Express shipping surcharge | No | Borne by the customer |
| Return shipping | It depends | Paid by the customer only if they were told |
Practical example
Example: a customer buys boots for €80 with €4.90 standard shipping and gives notice of withdrawal on day 5. You must refund €84.90, by day 19 at the latest. If the terms of sale stated that return costs are on the customer, they pay the €4.90 return leg. If they did not, the store absorbs it.
Common mistakes
- Counting the 14 days from the parcel's arrival instead of from the notice.
- Refunding only the product price and keeping the outbound shipping cost.
- Issuing a store credit instead of a refund, without the customer agreeing.
- Charging return costs without having disclosed them before the purchase.
How 4shopy helps
- Every order stores the date of the return request, which is what starts the clock.
- The refund is recorded against the original order, with amount and payment method.
- The return terms are published on a dedicated page linked from the checkout.
- Partial refunds show up in the quarterly accounting export.