Your business needs a firm Return and Refund Policy, the means to enforce the policy and effective communications strategies when declining refunds. Here's how to do it effectively, and with customer good will in mind. Read more here: https://termsfeed.com/blog/decline-refunds/

1. How to
Decline Refunds by
Email
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In order to decline refunds effectively, you need either:
A clear refund clause in your Terms and Conditions
agreement (T&C), or
A separate Return and Refund Policy
(1) Link to https://termsfeed.com/blog/sample-terms-and-conditions-template/
(2) Link to https://termsfeed.com/return-refund-policy/

3. If you sell consumer goods, have a separate
Return and Refund Policy to help your terms
stand out.

4. If the nature of your business doesn’t call for
frequent returns or refund requests, including a
refund policy clause in your T&C and skipping a
separate policy is adequate.

6. If you allow refunds on some items but not others,
make this clear.

8. Also note if you give only partial refunds or keep
restocking fees.

10. If you offer refunds, make it easy for users to
figure out how to make a refund request.

12. Your terms of your refunds and returns are
up to you, but communicate them clearly.
Then, you will be better able to enforce
them, including when you decline a refund
request.

13. Declining a Refund
by Email
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Use company letterhead or signatures to remain
professional and official
Be firm but courteous. Let customers know you
understand their frustration and request, but that your
refund policy doesn’t allow a refund in their situation.
Be concise and specific. Let customers know exactly
why you can’t issue a refund. Don’t just say no.
Reference your refund policy so a customer knows
that you have a policy backing your decision.

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Having a clear refund policy in place and being
courteous and concise in your emails declining
refunds can help keep your customers happy
even when you don’t allow a refund.