“Can I return this?” reply template
A returns reply answers four things: whether the item can still go back, how to send it, who pays for postage and when the refund arrives.
Reply
Hi [first name],
Yes, you can return [product] within [number] days of delivery, as long as it's unused and in its original packaging.
To return it, fill in the form at [returns link], then send the parcel to [return address]. Return postage is [free / paid by you]. We'll refund [amount] to your original payment method within [number] days of receiving it.
Best regards,
[your name]
[business name]
When the answer isn't known yet
If the return period has passed, the item has been used or it was on sale, check before you promise anything.
Hi [first name],
Thanks for getting in touch about returning [product]. We're checking whether we can take it back and will email you by [day].
Best regards,
[your name]
[business name]