How to write a returns policy with AI

"I sell in the shop and online, I've never written a returns policy, and I don't want to get the law wrong."

Last checked: 16 October 2026

Copy this prompt

Draft a plain-English returns policy for [business name], a [type of business] in the UK that sells [in a shop / online / both].
British English, under 300 words, short headings.
How we handle returns now: [time limit, refund or exchange, who pays return postage, items we don't take back].
Then list every point I should check against official UK guidance (GOV.UK or Citizens Advice) or with a professional before I publish it.

UK note: if you sell online, by phone or by mail order, GOV.UK says you must tell customers they can cancel their order up to 14 days after it's delivered, without giving a reason (GOV.UK, checked 16 Oct 2026). For online and phone sales this applies whatever the price (legislation.gov.uk, reg 27, checked 16 Oct 2026). A policy can be more generous than the law but can't take away customers' legal rights. Check those rights on GOV.UK or Citizens Advice. This is a draft, not legal advice.

Worked example

Illustrative example: written by us, not a recorded AI output. Priya runs a gift shop in Bristol that also sells on its own website. Her notes: "30 days for unused items with receipt; refund to original card; customer pays return post unless faulty; no returns on personalised items." Example output (shape): headings for Changed your mind, Faulty items, Personalised items and How to return, followed by a check list that flags online sales and faulty goods as having separate legal rights. Second example (online seller): Amy sells candles online, including personalised name candles. Example output: a policy with sections on changing your mind, faulty goods and personalised items, and a 'check this' note against each legal point.

Your first 10 minutes

1. Note your current rules

   Write 4–6 bullets: time limit, refund or exchange, postage, exclusions.

   You should see a short list ready to paste.

2. Sign in to Claude

   Go to claude.ai and choose Continue with Google, or enter your email and choose Continue with email. (Claude Help Center)

   You should see an empty chat.

3. Paste the prompt

   Tap Copy on our prompt block, paste it into a new chat, fill in the [brackets] and send it.

   You should see a draft policy and a list of points to check.

4. Check every point (never skip this)

   Go through the flagged points against GOV.UK and Citizens Advice, and correct anything wrong.

   You should end up with a checked draft.

5. Get a short version

   Reply: "Now give me a 3-line version for receipts and my checkout page."

   You should see a short version you can print or paste.

What you'll get

A clear first draft and a list of things to check. Claude doesn't know your legal duties for certain, and it doesn't check them for you.

Cost

Claude: Free plan; Pro £20/month or £199.99/year (UK in-app price; web price may differ); Max from $100/month (US pricing). Checked 16 Oct 2026 at https://apps.apple.com/gb/app/claude-by-anthropic/id6473753684. You don't need a paid plan for this.

Compare

• ChatGPT: Free plan; Go £6.99/month; Plus £19.99/month (UK in-app price; web price may differ) (checked 16 Oct 2026, Source)
• Microsoft Copilot: Free app; Microsoft 365 Copilot (business) from £13.80/user/month billed yearly, or £19.32/user/month billed monthly (checked 16 Oct 2026, Source)

What to do next

• Put the short version on your receipts and checkout page, and link the full policy in your website footer.
• Next guide: tell customers about it → Customer emails.
• Get the free starter kit → /starter-kit.

Related: Policies · Customer emails · Claude