Refund policy

Let me pull up your store's current setup to give you the right guidance.

Great — I can see you have an active European Union market covering all 27 EU member states. That's exactly what we need to work with.

Here's the situation: your EU customers currently fall back to your default return policy, but your return and cancellation rules are turned off. The EU right of withdrawal requires a minimum 14-day return window from delivery — so setting up a dedicated EU return policy is the right move to meet that baseline.

A quick note: these settings help configure your store to the EU withdrawal baseline, but they're not legal advice. Please confirm your compliance with independent legal counsel.

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Here's what I'd recommend: create a new, dedicated EU return policy and assign your European Union market to it. This keeps your EU rules separate from your global defaults and makes future updates easy.

Suggested field values for the return rules form:

• Policy name: EU Return Policy
• Returns: Accept returns
• Return window: 14 days (or longer is fine)
• Starting from: Delivery of the last item on the order
• Extend over weekends and holidays: Enabled
• Cancellations: Allow cancellations until the order is fulfilled
• Eligibility: Add your European Union market (all 27 countries)
• Return shipping / restocking fees: Optional — only add if you charge them

If you'd prefer to update your existing default policy instead of creating a new one, I can link you directly to that form.

Ready to create the new EU return policy? Head to Settings → Policies → Return rules and select "Create return rules" to get started. Would you like me to help you navigate there?

I can see you've been working on your existing return policy — it looks like you enabled return rules and saved. Good progress!

Based on the task context, there are still a few gaps to close on your EU return policy to meet the withdrawal baseline:

1. Return window start — needs to be set to delivery of the last item on the order (not order date)
2. Extend over weekends and holidays — needs to be enabled
3. Cancellations — need to be allowed until the order is fulfilled

Head back to Settings → Policies → Return rules and open your EU return policy to make these three updates, then save. Once those are in place, the settings Shopify can check will match this guide's baseline values — though I'd still recommend confirming compliance with independent legal counsel.

Want a direct link back to that policy to finish it off?

Your EU return and cancellation rules are done — that's a meaningful win for VOLER GOLF. You've set the return window starting from delivery of the last item, enabled cancellations until fulfillment, and saved the policy. Every EU customer who shops with you now has a clear, withdrawal-compliant experience baked in.

If you want to go deeper, consider reviewing the eligibility settings on that policy to make sure all 27 EU markets are explicitly assigned — that way there's no ambiguity about which customers it applies to.

Otherwise, your next steps are waiting in the to-do list when you're ready to keep the momentum going!

With your EU return rules locked in, this next step is what actually puts the power in your customers' hands.

Right now, Self-serve returns and cancellations is turned off — meaning EU customers can't submit return or cancellation requests on their own. The EU right of withdrawal covers both fulfilled orders (returns) and unfulfilled orders (cancellations), so you need both enabled.

Here's what to do in Settings → Customer accounts:

1. Find Self-serve returns and cancellations and turn it on
2. In the request-type dropdown, select "Return and cancel requests"
3. Save

That combined option is key — "Return requests only" or "Cancel requests only" alone won't cover the full EU withdrawal requirement. Once this is on, your customers can initiate requests themselves, and the eligibility rules you set up in Step 1 will determine what they qualify for.

Two down — EU customers can now submit return and cancellation requests directly from their account, without needing to contact you first. That's a better experience for them and less manual work for you.

If you want to go deeper, double-check that your Customer accounts are set to "New customer accounts" rather than classic — the self-serve returns experience only works with the new accounts version, so it's worth confirming before moving on.

Three more steps to go and you'll have VOLER GOLF fully set up for EU withdrawal compliance!

This step is about making sure EU customers can actually find the returns entry point — the rules and self-serve settings are live, but customers need a link to get there.

Before diving in, one quick question:

Good call — a dedicated EU menu keeps things clean and targeted. Here's what to do in Content → Menus:

1. Create a new menu (or duplicate an existing one) and name it something like "EU Navigation" or "EU Footer"
2. Add a new menu item with the label "Returns and cancellations" and link it to Customer accounts → Orders
3. Save the menu

That link takes EU customers directly to their orders, where they can initiate a return or cancellation request using the self-serve flow you just enabled.

Once the menu is saved, Step 4 is where you'll connect it to your storefront so EU customers actually see it.

Your EU menu is created and saved — EU customers now have a dedicated "Returns and cancellations" link pointing straight to their orders. That's the infrastructure in place; Step 4 is what makes it visible on your storefront.

Before moving on, make sure the menu item label is clear and customer-friendly — something like "Returns & Cancellations" reads better than a generic "Orders" link, so EU shoppers immediately know where to go when they need to make a request.

Two tasks left — you're in the home stretch!

The menu exists — now it needs to actually show up for EU customers on your storefront. This is the step that makes everything visible.

A couple of things worth knowing first:

• As of June 19, 2026, EU regulations require a visible electronic withdrawal function that's accessible without login, with two-step confirmation and automatic confirmation. Your self-serve flow covers the mechanics, but the entry point needs to be easy to find.
• Since you created a dedicated EU menu in Step 3, you'll want to assign it to the right section in your theme — typically the footer, header, or a sidebar, depending on your theme layout.

Head to your theme editor (Online Store → Themes → Customize) and find the section where you want the EU menu to appear. Select your EU menu from the menu picker in that section's settings, then save.

One question before you do: should this menu appear for all visitors, or only when EU customers are browsing? If your theme supports market-specific content, we can scope it to EU only — otherwise, adding it to the footer for everyone is the simplest and most reliable approach.

Your EU menu is now live on your storefront — EU customers can find the returns and cancellations entry point without having to hunt for it. That's 4 out of 5 tasks done.

Take a moment to preview your store as a customer and confirm the link is visible and easy to find — ideally in the footer or a prominent navigation area, so it meets the spirit of the EU's "easily accessible" requirement.

One task to go and you'll have VOLER GOLF fully set up for EU right of withdrawal!

Last step — and it's an important one. Your written refund policy is currently empty, which means EU customers have no written explanation of their rights. The policy text is what communicates the rules you've configured; without it, the setup isn't complete from a customer-facing perspective.

Your policy needs to cover these key points to reflect what you've configured:

• 14-day withdrawal window, starting from delivery of the last item
• How to start a request — via customer accounts at https://account.volergolf.com
• Return-after-notice timing — how long customers have to send items back after notifying you
• Refund timing — when they can expect to receive their refund
• Return shipping responsibility — who pays
• Standard outbound shipping refund — that you'll refund the standard delivery cost
• Exemptions — any product types excluded from the right of withdrawal

I can draft policy text for you based on these requirements — want me to put together a starting draft you can review and adapt? Just confirm and I'll write it up. Remember, the final text should be reviewed by independent legal counsel before you rely on it.

Here's a draft you can paste into Settings → Policies → Return and refund policy. Review it carefully and have your legal counsel confirm it before publishing.

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Return and Refund Policy

EU Right of Withdrawal

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.

How to start a return or cancellation request

Log in to your customer account at https://account.volergolf.com, go to your Orders, and select the relevant order to submit a return or cancellation request. You must notify us within 14 days of receiving your order.

Returning your items

After notifying us of your withdrawal, you have 14 days to return the items to us. You are responsible for the cost of return shipping unless otherwise stated.

Refunds

Once we receive your returned items, we will refund your full order amount including standard outbound shipping costs within 14 days. We may withhold the refund until we have received the returned goods or proof of return, whichever comes first. Refunds will be issued to your original payment method.

Exemptions

The right of withdrawal does not apply to:

• Custom or personalised items made to your specifications
• Sealed goods that are not suitable for return due to health or hygiene reasons, if unsealed after delivery
• Goods that have been mixed inseparably with other items after delivery