5 Great Refund Rejection Email Templates To Copy & Paste

Telling a customer you can't give them a refund is never easy. But it's a conversation every business owner has to navigate at some point.

That's where having a solid template comes in handy. It gives you a starting point to craft a clear, firm, and professional response without the guesswork.

Tips for Writing Refund Rejection Emails

• Cut to the chase, but with kindness.
  Don't bury the bad news. Acknowledge their request, then state your decision clearly in the first couple of sentences. A little empathy goes a long way, but being vague just causes confusion.
• Show them the 'why'.
  Briefly explain the reason for the rejection by referencing your refund policy. This isn't about being defensive; it's about being transparent. Linking to your policy helps them see it's a standard procedure, not a personal decision.
• Provide another option.
  Just because you can't offer a refund doesn't mean the conversation is over. Can you offer store credit, a discount, or extra help to get the most out of your product? Offering a solution shows you still value their business.
• Keep it clean and simple.
  Use short sentences and paragraphs. No one wants to read a wall of text, especially when they're already frustrated. A clean, easy-to-scan email is more professional and gets the point across without extra noise.

Types of Refund Rejection Email Templates We Will Cover

1. Refund Policy Reminder Email Template
2. Insufficient Documentation Email Template
3. Outside Refund Window Email Template
4. Non-Refundable Item Email Template
5. Duplicate Request Email Template

5 Refund Rejection Email Templates

1) Refund Policy Reminder Email Template

<template>

Subject: Regarding Your Refund Request

Hi [*Customer Name*],

Thanks for reaching out about your refund request for [*Product/Service Name*].

After reviewing your request, we’ve determined that it falls outside of our company’s refund policy. Based on our terms, [*briefly explain the relevant policy, e.g., "refunds are only available within X days of purchase"*]. You can read our full refund policy here for more details: [*Link to Refund Policy*].

While we can’t issue a refund, we’d be happy to offer you [*alternative solution, e.g., store credit or a discount on a future purchase*]. We want to make sure you have a positive experience with us.

Please let us know if you’d like to accept this offer or if you have any other questions.

All the best,

[*Your Name*]

[*Your Position*]

</template>

2) Insufficient Documentation Email Template

<template>

Subject: Action Required for Your Refund Request

Hi [*Customer Name*],

Thanks for reaching out about your refund for [*Product/Service Name*]. We've received your request and just need a little more information to proceed.

To process the refund, we require [*list of required documentation, e.g., a receipt or photos of the issue*]. This helps us verify the request in line with our policy. You can find the full details on what’s needed in our refund policy here: [*Link to Refund Policy*].

Please reply to this email with the required documentation attached, and we’ll be happy to review your request again promptly.

Let us know if you have any questions.

Best,

[*Your Name*]

[*Your Position*]

</template>

3) Outside Refund Window Email Template

<template>

Subject: Regarding Your Refund Request for [*Product/Service Name*]

Hi [*Customer Name*],

Thanks for reaching out about your refund request for [*Product/Service Name*]. We’ve had a chance to review it.

Our policy allows for refunds within [*e.g., 30 days*] of the original purchase, and it looks like your request was made outside of this window. Because of this, we’re unable to issue a refund. For your reference, you can find all the details in our refund policy here: [*Link to Refund Policy*].

While we can’t process the refund, we’d be happy to offer you [*alternative solution, e.g., a credit toward your next subscription renewal*]. We value you as a customer and want to make sure you have a good experience.

Let us know if you’d like to accept this offer or if you have any other questions.

Best,

[*Your Name*]

[*Your Position*]

</template>

4) Non-Refundable Item Email Template

<template>

Subject: Regarding Your Refund for [*Product/Service Name*]

Hi [*Customer Name*],

Thanks for reaching out about your refund request for [*Product/Service Name*].

We’ve reviewed your request and wanted to clarify that this item is non-refundable, as was noted at the time of purchase. Certain items, like [*e.g., digital products or final sale items*], are excluded from our standard refund policy. You can find the complete details in our refund policy here: [*Link to Refund Policy*].

While we can’t process a refund for this item, we’d be happy to offer you [*alternative solution, e.g., store credit or a discount on a future purchase*]. We want to make sure you have a positive experience with us.

Let us know if you’d like to accept this offer or if you have any other questions.

All the best,

[*Your Name*]

[*Your Position*]

</template>

5) Duplicate Request Email Template

<template>

Subject: Regarding Your Recent Refund Inquiry

Hi [*Customer Name*],

Thanks for following up on your refund request for [*Product/Service Name*].

We’ve looked into it and found that we have already addressed a previous request for this same purchase. As we noted in our email on [*Date of previous email*], a refund was [*outcome of previous request, e.g., "issued to your original payment method" or "denied because it fell outside our policy"*].

If you can't find that message, please let us know, and we can resend it for your records.

Let us know if you have any other questions.

Best,

[*Your Name*]

[*Your Position*]

</template>

What About Using Flodesk?

Once you’ve tailored these refund rejection templates to your needs, you’ll need a reliable platform to send them from. Flodesk offers intuitive email marketing tools for small businesses, helping you manage and monetize your email list without the hassle. You can create, send, and automate professional emails that engage your audience and drive revenue—no coding or design skills required.

Trusted by thousands of businesses, Flodesk is designed to help beginners and experts alike send high-converting emails in a radically simple way. With an easy-to-use email builder, powerful automations, and beautiful forms, our platform gives you everything you need for effective email marketing, minus the complexity.

Wrapping Up

Communicating clearly with customers, even during difficult conversations like refund rejections, is key to building a resilient business. Having a system to send polished, on-brand emails makes all the difference.

Flodesk is built to help you send beautiful emails that connect with your audience, simply. Sign up to see how our platform can support your business communications.