Classic form
Refund request form that separates faults from change of mind
A refund request form records the order, the items, why the customer wants a refund, evidence for a fault, the remedy they want and how the item will come back. This drink bottle brand version separates faults from change of mind in its first question, because the law treats them differently.
The form itself
A static copy of the finished form, exactly as it renders. Nothing here can be filled in or submitted, so read it as a reference and build your own from the button above.
Every field, and what it collects
The complete field list, in the order respondents meet it.
- Order numberShort textRequired
- ItemsTable
- Columns: Product · Colour or size · Quantity
- ReasonSingle choiceRequired
- Options: Faulty, leaks or broken · Not as described · Wrong item sent · Arrived damaged · Changed my mind, unused
- PhotosFile upload
- For a fault or damage, a photo of the problem and the packaging. Up to four images.
- What would you like?Single choiceRequired
- Options: Refund · Replacement · Repair, for lid or seal faults
- How will you return it?Single choiceRequired
- Options: Prepaid post label · Drop off at the Fitzroy store · No return needed, I was told to keep it
- Account for the refund, if not the original cardShort text
What each field on this form collects
The order number comes first, then a three row table of product, colour or size and quantity. A single choice gives five reasons, four about the product and one change of mind. An upload takes up to four photos. The remedy wanted and the return method share a row. An optional field takes a different account for the refund. Each request is sent by email to customer service.
Faults are not change of mind
Under consumer law in Australia, the UK and many other places, a customer with a faulty product, or one not as described, is entitled to a remedy whatever the store's returns policy says. Change of mind is different: a store does not have to accept it, though many do. Consumer Affairs Victoria and GOV.UK both explain this split. The reason question puts the four product problems first and change of mind last, and the intro states both rules, so the customer knows where they stand before choosing.
Photos and remedies
A photo of a leaking seal or a dent settles most fault claims without a return. The upload description asks for the problem and the packaging, which helps when damage happened in transit. The remedy question offers refund, replacement or repair, and limits repair to lids and seals because those are the parts the brand can fix. For a major fault the customer chooses the remedy; for a minor fault the business can choose to repair, which is why repair is offered only where it makes sense.
How to adapt this form
A clothing store adds size exchange as a remedy and asks whether the item has been worn. An electronics store adds the serial number and whether data has been wiped. A service business replaces items with the service date and what went wrong.
What makes this form work
The reason sorts the legal path
Four product problems and one change of mind option. Customer service knows from the first answer whether consumer guarantees apply or the store's own policy does.
Photos settle most claims
Up to four images of the problem and the packaging. Many faults can be resolved without a return trip, which is cheaper for both sides.
Keep it is an option
The return method includes no return needed when the customer was told to keep the item. The form fits what customer service actually does for low value faults.
Questions people ask
Does a store have to give a refund for change of mind?
Generally no. Under Australian and UK consumer law, refunds are owed for faults, items not as described and similar problems, not for change of mind, although online purchases in some countries carry a cooling off period. Many stores accept change of mind returns anyway as a policy.
What remedy does a faulty product get?
It depends on whether the fault is major or minor. For a major fault in Australia, the customer can usually choose a refund or replacement; for a minor fault, the business can choose to repair, replace or refund. Consumer agencies explain the details for each country.
Can the store ask for photos before refunding?
Yes, asking for evidence is reasonable, and photos often settle a claim without a return. A store cannot refuse a valid claim just because a customer has no photo, but it can ask to inspect the item. This form makes photos optional.
How long should a refund take?
This brand refunds within five business days of the item arriving back, as the thank you screen says. Card refunds can take a few more days to appear. Stating the timeframe on the form saves a round of emails asking where the money is.
Does the customer get a copy of the request?
The form does not email the customer. The email alert add-on sends each request to one address at the business, with the answers in the message. Customer service replies to the customer within two business days, as the form promises.
Is it safe to ask for bank details on a refund form?
Only ask when needed, as this form does for refunds to a different account. Keep access to responses limited and delete bank details once the refund is made. Refunding to the original card avoids collecting them at all, which is why the field is optional and its placeholder says to leave it blank.
What if the item was damaged in delivery?
Choose arrived damaged as the reason and photograph the item and the packaging before throwing anything away. The seller is usually responsible for goods until they are delivered, so damage in transit is treated like a fault. Customer service may also need the photos for a claim with the courier.
Build your own in about a minute
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Want the steps in the builder? Read Email each request to customer service, then Table and upload fields. For everything this generator can do, see the form maker.
Sources
Written and checked by the OneCraft team. Last checked .