Return/Refund Policy for digital products

A Returns and Refunds Policy is important for any situation in which you are selling goods and services, regardless of whether or not they are digital. This kind of policy can affect your customer retention.

However, digital products can’t usually be returned, as they are downloadable, licensed, or accessed on a subscription basis.

This means that the primary way for your customers to deal with any problems is to ask for a refund, or for them to cancel their subscription altogether.

In some cases, digital products can be repaired, such as by releasing a software patch to fix any bugs. These things all need to be covered in your refunds policy, as well as specifically noting that your digital products are not returnable.

When you consider the refund period for your digital products (e.g. 10 days), think about what the product is and how much time a customer might need to be able to assess the product and its compatibility, functionality, and quality.

For example, a product that has a full demo advertised on your website would have a shorter refund period (because the customer has already been able to see a full demo) than a product that is more complex and requires compatibility with other programs or products.

If you’re giving customers refunds, you may want to budget for this in your financial accounts, as well as considering any chargeback fees you may be subject from your bank or payment processor.