FormOnline Stores / Retailers10 questions · ~3 min

Return & Refund Request Form template

This free Return & Refund Request Form template helps you let customers request a return, exchange or refund. It has 10 ready-made questions, takes about 3 minutes to answer, and is anonymous by default. Customise every question, then share it by link, QR code or website embed.

Use this template — free All templates

Questions in this template

Full name *
Short text
Email address *
Email address
Order number *
Short text
Which item(s) would you like to return? *
Short text
Delivery date
Date
Reason for return *
Single choice
Damaged or defective · Wrong item sent · Doesn’t fit · Not as described · Changed my mind · Other
What would you like? *
Single choice
Refund · Exchange · Store credit
Condition of the item
Single choice
Unopened · Opened, unused · Used
Photos (for damaged or wrong items)
File upload
Anything else?
Long text

* required. Every question is editable.

Recommended settings

Visibility: Unlisted — only people with the link
Responses: Anonymous — not linked to accounts
Results: Only you and your workspace see results
One response per: No limit (people can submit for others)
Consent notice: Included — edit it to match your policy

Best for: Order number, reason, photo upload.

Industries: Trading & Distribution, E-commerce.

Best practice for customer support

Ask for a reference number (order, tracking or account) so you can find the case quickly.
Tell people never to send passwords or full card details through the form.
Make the thank-you message honest: a submission isn’t a resolved ticket or an approved claim.

Return & Refund Request Form: frequently asked questions

What questions should a Return & Refund Request Form include?

A good Return & Refund Request Form is short and focused. This template asks: Full name · Email address · Order number · Which item(s) would you like to return? — plus 6 more. Remove anything you won’t act on.

Is the Return & Refund Request Form anonymous?

Yes. Responses are anonymous by default and aren’t linked to anyone’s account, although the form asks for contact details so you can reply.

How long does the Return & Refund Request Form take to complete?

About 3 minutes — 10 questions. Shorter forms get more responses.

Can I customise the Return & Refund Request Form template?

Yes. Every question, option and setting is editable before you publish, and you can add skip logic, pages, a cover image and translations into 20 more languages, from Chinese, Hindi and Spanish to Arabic, Bengali and Hausa.