What a California return policy is for
A clear return policy reduces disputes, chargebacks and bad reviews, and in California it is also a legal requirement in two ways. Civil Code section 1723 says that a store that gives anything less than a full refund or exchange within 7 days must display its policy conspicuously; a store that does not can be forced to accept returns for a full refund for 30 days. And Business and Professions Code section 17538(d) requires online sellers to disclose their return and refund policy, legal name and street address to California buyers before taking payment.
This template gives you a complete policy in plain language: a summary table customers can scan, eligibility conditions, a list of final sale exceptions drawn from the categories California allows, step-by-step return instructions, refund timing, exchanges, damaged and defective items, late orders, holiday returns and contact details. An internal page lists everywhere the policy must appear, online and in store, and summarizes the California rules behind each requirement, including warranties and gift cards.
When to use it
Use it for a California online store, a brick-and-mortar shop, or a business that sells both ways, including sellers outside California who ship to California customers. It suits apparel, home goods, beauty, electronics, gifts, specialty food and most other retail. Publish it on your website, link it at checkout and in order emails, and post it in store.
Businesses selling services, subscriptions with automatic renewal, cars, or goods on credit have additional California rules. Marketplace sellers should also follow the marketplace's minimum return rules.
What's inside
The full list of sections and fields in this template, in the order they appear.
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Policy summary and eligibility
- Return window
- Refund method
- Return shipping
- Restocking fee
- Refund timing
- Final sale items
- Proof of purchase
- Condition
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Exceptions and returns process
- Perishable
- custom and hygiene items
- Final sale and as-is goods
- Gift cards and digital goods
- Return authorization
- Shipping deadline
- In-store returns
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Refunds and special cases
- Inspection and refund timing
- Shipping charges
- Exchanges
- Damaged or defective items
- Late orders
- Holiday returns
- Contact details
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Internal display checklist and rules
- Footer and checkout
- Order emails
- In-store signs and tags
- Receipts
- Civil Code 1723
- Section 17538
- Song-Beverly
- Gift cards
Preview pages
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Page 1 -
Page 2 -
Page 3
How to complete the policy
- Enter your business details. Use your legal name and the street address from which you actually operate.
- Choose the return window. Set the number of days and whether it runs from delivery or purchase.
- Choose the refund method. Original payment, store credit or exchange, and who pays return shipping.
- List final sale items. Keep only categories that apply to your products.
- Set the process. Explain how to start a return and where to send it.
- Set refund timing. State how quickly refunds are issued after inspection.
- Cover defective items. Keep the promise to replace or refund damaged and defective goods.
- Publish it everywhere required. Use the checklist for the website, checkout, emails, signs and receipts.
- Keep it consistent. Update every location whenever the policy changes.
Example: a completed policy excerpt
A fictional Los Angeles candle and home goods shop, Laurel Canyon Home Co., sells online and from a studio store:
Return window: 30 days from delivery. Refund method: original payment method. Return shipping: paid by the customer, free for exchanges. Final sale: personalized candles and items marked "Final Sale". Refund processed: within 5 business days after inspection. Defective items: report within 7 days with photos; replaced or refunded including shipping.
The shop links the policy in its website footer and at checkout with its legal name and studio address, includes it in order confirmation emails, and posts a sign at the studio register.
California rules to know
These are the California rules this policy is built around.
- Civil Code section 1723. Conspicuous display of any policy less generous than a full refund or exchange within 7 days, with listed exceptions; otherwise, refunds for up to 30 days.
- Business and Professions Code section 17538(d). Online disclosure of the return policy, legal name and street address before payment.
- Section 17538(a) and the FTC mail order rule. Ship within the stated time or 30 days, or notify the buyer and offer a refund.
- Song-Beverly Consumer Warranty Act. Implied warranties on retail goods unless sold "as is" with the required disclosure.
- Civil Code section 1749.5. Gift cards generally without expiry dates, and cash redemption for balances under $10.
- Unfair competition law. Hidden or misleading return terms and fees can be unfair business practices.
Mistakes California retailers make
The common problems are no posted sign at the register, a website policy that differs from the in-store sign, no legal name or street address disclosed at checkout, "no refunds" policies that also refuse defective items, restocking fees not disclosed before purchase, final sale items not marked at the time of sale, and refunds that take weeks without explanation. Using one policy everywhere and the display checklist avoids each of them.
Frequently asked questions
Is there a return law in California?
California does not require stores to accept returns, but Civil Code section 1723 requires a store that does not give full refunds or exchanges for at least 7 days to post its policy conspicuously. If it does not, the buyer can return goods for a full refund within 30 days of purchase.
Do online stores need a return policy in California?
Yes, in practice. Business and Professions Code section 17538(d) requires an online seller to disclose its return and refund policy, legal name and complete street address to a California buyer before accepting payment, by email or on-screen notice.
What items can be excluded from returns in California?
The posted-policy rule does not apply to food, plants, flowers, perishable goods, goods marked "as is" or "all sales final", goods used or damaged after purchase, customized goods received as ordered, goods not returned in their original package, and goods that cannot be resold for health reasons.
Where must a California store display its return policy?
On signs at each cash register and sales counter, at each public entrance, on tags attached to each item sold under the policy, or on the store's order forms. Online, it must be disclosed before payment.
Can a store refuse a refund for a defective item in California?
A return policy cannot override warranty rights. Under the Song-Beverly Consumer Warranty Act, goods sold at retail carry implied warranties unless properly sold "as is", so defective goods should be repaired, replaced or refunded regardless of the return policy.
