If you run a business where you sell products or services, you will need an online refund policy. This is for two simple reasons:

  • If you have an online business, all legal documents that are necessary for customers to view and accept should be accessible for their convenience.
  • If you have a business that maintains a physical presence, you will most likely have a website for your business. Legal documents, such as your refund policy, should still be accessible by customers online, so they know what to expect when purchasing from you.

The good news is that an online lawyer will be able to draft a refund policy that reflects the way you like to do business with your customers.

What do refund policies cover?

Refund policies cover the situations during which you may return the money paid to you by customers for a particular product or service. The Australian Consumer Law provides certain legal requirements that apply to the provision of refunds to consumers in Australia. When setting up your business, you should have a think about when you will provide a refund to customers, and for what reasons. For more information on the Australian Consumer Law and how it applies to refunds, please visit the Australian Consumer and Competition Commission or have a look at our article “Selling Products Online – Refund and Returns Policy Essentials”.

A well-drafted refund policy will cover:

  • Your obligations under the Australian Consumer Law;
  • Whether you provide refunds for a change of mind;
  • How customers can request a refund; And
  • How refunds will be processed and the relevant time periods.

How can I put them online?

An advantage in seeking legal advice from an online lawyer is that he or she can assist in drafting a refund policy that can be uploaded onto your website.

For example, when purchasing a product or service from your website, you can include a ‘tick box’ that requires customers to tick the box and proceed with the purchase only after they have read and accepted the refund policy.

You could also incorporate your refund policy into your sales terms and conditions, and indicate to customers that their purchase from your website denotes acceptance of your policy.

These are just a few examples of how your refund policy can be uploaded online. Of course, it is a good idea to discuss these options with your online solicitor so he or she can determine the best way to upload your refund policy so it is binding on customers purchasing from your site.


Customers value their relationships with businesses that provide great customer service. Uploading a comprehensive refund policy to your business’s website can help customers understand how you will provide products and services to them, and how they can approach you if something goes wrong.

COVID-19 Business Survey
LegalVision is conducting a survey on the impact of COVID-19 for businesses across Australia. The survey takes 2 minutes to complete and all responses are anonymous. We would appreciate your input. Take the survey now.

About LegalVision: LegalVision is a tech-driven, full-service commercial law firm that uses technology to deliver a faster, better quality and more cost-effective client experience.

The majority of our clients are LVConnect members. By becoming a member, you can stay ahead of legal issues while staying on top of costs. For just $199 per month, membership unlocks unlimited lawyer consultations, faster turnaround times, free legal templates and members-only discounts.

Learn more about LVConnect

Lachlan McKnight
Need Legal Help? Get a Free Fixed-Fee Quote

If you would like to receive a free fixed-fee quote or get in touch with our team, fill out the form below.

  • By submitting this form, you agree to receive emails from LegalVision and can unsubscribe at any time. See our full Privacy Policy.
  • This field is for validation purposes and should be left unchanged.
Our Awards
  • 2019 Top 25 Startups - LinkedIn 2019 Top 25 Startups - LinkedIn
  • 2019 NewLaw Firm of the Year - Australian Law Awards 2019 NewLaw Firm of the Year - Australian Law Awards
  • 2020 Fastest Growing Law Firm - Financial Times APAC 500 2020 Fastest Growing Law Firm - Financial Times APAC 500
  • 2020 AFR Fast 100 List - Australian Financial Review 2020 AFR Fast 100 List - Australian Financial Review
  • 2020 Law Firm of the Year Finalist - Australasian Law Awards 2020 Law Firm of the Year Finalist - Australasian Law Awards
  • Most Innovative Law Firm - 2019 Australasian Lawyer 2019 Most Innovative Firm - Australasian Lawyer
Privacy Policy Snapshot

We collect and store information about you. Let us explain why we do this.

What information do you collect?

We collect a range of data about you, including your contact details, legal issues and data on how you use our website.

How do you collect information?

We collect information over the phone, by email and through our website.

What do you do with this information?

We store and use your information to deliver you better legal services. This mostly involves communicating with you, marketing to you and occasionally sharing your information with our partners.

How do I contact you?

You can always see what data you’ve stored with us.

Questions, comments or complaints? Reach out on 1300 544 755 or email us at info@legalvision.com.au

View Privacy Policy