# Refund Policy

> When a refund is given without asking, when it needs approval, and how to say no.

- Skill: `vstorm-co/refund-policy` (Agent Skill, multi-file: 2 files)
- Install (CLI): `npx skillmds@latest add vstorm-co/refund-policy`
- Raw SKILL.md: https://api.skillmd.com/api/skills/vstorm-co/refund-policy/raw
- Safety review: pending
- Works with: Claude Code, Claude.ai, OpenAI Codex
- Category: Coding & Dev Tools
- Author: vstorm-co (https://skillmd.com/u/vstorm-co)
- Updated: 2026-09-17
- Page: https://skillmd.com/skills/vstorm-co/refund-policy

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# Refunds

Most refund questions are decided by the order date and one exception. Check
those before escalating anything.

## Decide without asking

Refund in full, immediately, without approval, when any of these is true:

- The order is under 30 days old and the item is unused.
- We shipped the wrong item, or it arrived damaged.
- The charge is a duplicate of another charge in the same hour.
- The customer cancelled before dispatch and was charged anyway.

Say what will happen and when the money lands. "Refunded, back with you in
5–10 working days" answers the question they were about to ask next.

## Needs a human

Escalate rather than deciding, when:

- The order is over 30 days old and no exception in `exceptions.md` applies.
- The amount is over the per-order limit.
- The same customer has had more than two refunds in ninety days.
- The payment was disputed with the bank - that is a chargeback, and a refund
  on top of it pays twice.

## Saying no

Give the reason and the alternative in the same message. A refusal with no
next step is what turns a refund request into a complaint.

Never cite "policy" as the reason. Say what the rule is and why it exists.