Quick answer

Put your refund policy front and center on your sales page. Say what the timeframe is (14, 30 days, depending on your jurisdiction), how the buyer requests a refund (email or form), and how long until the money comes back. The clearer the policy, the fewer disputes. Note: rules change by country. Consult a lawyer to know what timeframe applies to your case.

Does 7-day guarantee apply outside Brazil?

No. Brazil requires 7 days of withdrawal right for digital products. But each country has its own law. The EU (Directive 2011/83/EU) requires 14 days mandatory. The US has no single federal law: it varies by state and product type, and some states require documentation that the buyer accepted no refunds after access. Canada and Australia also require return rights.

What matters is the law of the country where your buyer lives, not where you live. If you sell to an American, US law applies. If you sell to a French person, French law applies. That changes your policy, the timeframe, and sometimes even the right to refund (custom products, for example, might have different rules).

Since we don't know every buyer's local law at checkout, the best approach is to consult a lawyer specializing in international commerce. The final call on what policy to apply is theirs. This article shows why having a clear, legal policy matters.

What a refund policy needs to say?

Timeframe, how to request, how long to process, how long for money to return, and any exceptions.

  • Timeframe: "You have 14 days from purchase to request a refund".
  • How to request: "Email support@yoursite.com with 'Refund Request' and your order number".
  • Processing: "We process your refund within 5 business days of receiving your request".
  • Money back: "The refund appears on your card within 3 to 7 business days, depending on your bank".
  • Exceptions: "Custom products (built with your content inside) are not refundable. Check the sales page to see if yours qualifies".

Make it visible: on your sales page, in confirmation emails, in the member area. The more the buyer sees the policy, the less they doubt you.

Does refund policy reduce chargebacks?

Yes, significantly. When a buyer sees they have 14 days to get out and get their money back hassle-free, they relax. If they don't like the product, they know the path: email, wait 5 days, money comes back. No need to dispute at the bank.

Plus, fast refunds prove to the bank that you were trying to solve the problem before it became a chargeback. That lowers the chance the chargeback gets approved. The bank sees you acted in good faith and denies the dispute.

Simple policy template

Create a page or section called "Refund Policy" with this basic template:

"Our refund policy. Happy with your purchase? If not, you have [14/30] days to request a refund. How to request: email [your email] with 'Refund Request - [your name]' as the subject. What to send: your purchase email and reason for the request. Processing: we review within 5 business days. Money back: your refund appears on your card within 3 to 7 business days after approval. Exceptions: [list here]. Questions? Reply to this email."

Done. Simple, clear, legal (as long as it respects your country's law). And it cuts disputes because the buyer knows what to do.

We see our customers as invited guests to a party, and we are the hosts. It is our job every day to make every important aspect of the customer experience a little bit better.

Jeff Bezos Source: Jeff Bezos's letters to Amazon shareholders.

Check these official sources and talk to a lawyer in your jurisdiction:

  • Brazil: Law 8.078/1990 (Consumer Protection Code), Article 49, requires 7 days for digital products.
  • EU: Directive 2011/83/EU guarantees 14 days mandatory return right for consumers.
  • UK: Consumer Contracts Regulations require 14 days withdrawal right.
  • US: No single federal law. Varies by state and product type. Some states require 30 or 60 days, others allow restrictions if buyer accepted terms. Digital products may have different rules than physical products. Consult a lawyer.
  • Canada: Consumer Protection Acts vary by province. Nearly all require return right, with timeframes between 7 and 30 days depending on the province.
  • Australia: Australian Consumer Law (ACL) guarantees return right depending on circumstances, typically 30 days for defective products.

These are summaries. The legal decision is a lawyer's call. This article gives the foundation: don't make up a policy alone. Get a specialist.

Where does Mundpay fit in refunds?

The proactive risk team at Mundpay tracks refunds and chargebacks together. If you refund fast, the chargeback doesn't arrive. Mundpay proves it to the bank: "The seller resolved before it was a dispute", which reduces the chance the dispute gets approved.

The clearer your refund policy and the faster you process a refund request, the less your buyer opens a dispute at the bank. Fast refunds are proof of good faith to the financial institution.

Implementing refund policy in practice

A written policy does nothing if nobody sees it. Place it in three locations:

1. Sales page: Before the "Buy" button, write in clear text: "Refund policy: you have [X] days to request a refund risk-free". If the buyer sees this before payment, trust goes up.

2. Confirmation email: Right after purchase, send an email restating the policy. Include a link to the refund form and support email. Make it clear how to request.

Content is where I expect much of the real money will be made on the internet.

Bill Gates Source: the 1996 essay Content is King.

3. Member area: If you offer access to courses or materials, place the policy prominently before login. The buyer knows they can request a refund before entering.

Also, process refunds fast. If someone requests within the first 7 days, approve and process within 24 hours if possible. That proves to the bank you're acting in good faith and lowers the chance a chargeback gets approved later.

Sources consulted

In summary: Refund policy for digital products

  • Clear refund policy cuts chargebacks because buyers know they have a right and know how to use it.
  • Legal timeframe changes by country: 7 days Brazil (Law 8.078/1990), 14 days EU/UK (Directive 2011/83/EU), US varies by state. Get a lawyer specializing in your jurisdiction.
  • Policy must say: timeframe, how to request, processing time, money-back time, and exceptions.
  • Fast refunds prove to the bank you solved before it became a chargeback and reduce dispute approvals.
  • Final decision on what policy to apply belongs to a lawyer specializing in consumer law and international commerce.

Frequently asked questions

Do I need a 14-day refund policy?

In the EU, 14 days is mandatory. In the UK, also 14 days. In the US, the law varies by state and by product type: consult a lawyer specializing in your jurisdiction before publishing your policy. In Brazil, 7 days is mandatory.

Does a refund policy reduce chargebacks?

Yes. When a buyer knows they have 14 days to get a refund without hassle, they contact you instead of disputing at the bank. The clearer your policy, the fewer disputes open.

What needs to be in a refund policy?

Timeframe (14, 30 days), how to request (email, form), processing time (5 days), how long to get money back (3-7 days), and any exceptions (custom products, for example). Be clear.

Does a digital product have a return right outside the US?

Yes. The EU requires 14 days. UK requires 14 days. US varies by state but 30 days is standard. Canada requires it. Australia requires it. Check the law of the buyer's country.

If I refund fast, does that reduce chargebacks too?

Yes. Fast refunds show good faith. The buyer gets money back in 3-7 days and doesn't need to dispute. Plus, fast refunds prove to the bank you solved the problem before it became a chargeback.