Review your refund policy for compliance and clarity

The difference is mainly scope. Here, the legal work is centred on your refund policy document: what it says, what it leaves out, and whether the wording creates avoidable risk or confusion. A broader consumer law engagement might also examine your checkout flow, advertising, complaint handling, staff scripts and other customer documents. This service is narrower and more document-specific. It is a good fit if the main issue is getting the refund policy itself into better shape rather than commissioning a wider review of business practices.

We look at how the policy describes refund rights, exchanges, store credit, cancellation outcomes, exclusions and any conditions customers must meet. We also check whether the wording could be misleading, overly absolute or inconsistent with the way your business handles claims in practice. A common issue is language that sounds commercially convenient but creates legal risk because it overstates when refunds are unavailable. We also look for gaps where the policy is silent on common scenarios, such as damaged goods, change-of-mind requests or partially used services.

Important details include whether you sell goods, services or both, whether sales happen online, in person or through third parties, and what refund scenarios come up most often. We also need to know how payments are taken, whether bookings or subscriptions are involved, and whether you offer exchanges, credits or partial refunds in some cases. The wording should reflect the information your business collects, the reasons it is used and the parties it is shared with. with customers as part of the refund process, because that can affect how the policy should be framed and explained.

It can be, especially if the template was written for a different business model or jurisdiction. A generic document may not match your sales channels, cancellation process, product type or customer communications. That mismatch can create problems when staff apply one process internally but the published policy says something else. Templates also tend to use broad statements like no refunds or store credit only, which may be too blunt for real-world scenarios. A tailored review helps identify where the wording is too rigid, unclear or disconnected from actual operations.

Timing depends on whether you already have a policy, how much redrafting is needed, and how quickly the relevant business details are provided. A review of an existing document is often quicker than building a new policy from the ground up. Once the lawyer has the current wording or instructions, they prepare comments or a draft, then you can respond with questions and requested changes. The service covers the refund policy work described on this page, not implementation across your website, staff training or ongoing legal support after completion.

Submit an enquiry on this page or click 'Get started'. One of our legal consultants will review it within 1 business day and get in touch to understand what you need.

Your consultant will then email you a fixed-fee quote setting out the cost, scope and timing. If you're happy with it, you can accept the quote and sign our engagement letter online.

Once you've accepted, one of our Australian-qualified lawyers will work with you to complete your project. They'll contact you by email or phone if they need anything.

Sprintlaw works on fixed-fee pricing wherever possible, so you can review the scope and cost before you decide whether to proceed. For the Refund Policy Review service, pricing starts from $900.00.

After you enquire, a legal consultant will confirm what is included, the expected timing and whether any extra work is needed before you engage us.

We work online, so we can help wherever you are in New Zealand. Our team works remotely, mainly from Australia.

Your work is done by our Australian-qualified lawyers, who hold Australian practising certificates and specialise in business law. None of them are New Zealand lawyers or hold a New Zealand practising certificate.

Sprintlaw NZ Limited is a legal consultancy, not a law firm, and is not regulated by the New Zealand Law Society. We don't act in court or tribunal matters, conveyancing (including leases and business sales) or other reserved areas of work. Communications with Sprintlaw are unlikely to be protected by legal professional privilege. We still keep everything confidential under our engagement letter.