Terms customers can rely on.
WHAT IT MUST STATE
Whether you accept returns Within what period In what condition Who pays return delivery How long a refund takes How to start a return
BE SPECIFIC
Vague policies produce disputes.
A COMMON APPROACH
Returns within a stated period, unused and in original packaging, customer pays return delivery unless the item was faulty.
FOR FAULTY ITEMS
You pay. Replace or refund promptly.
FOR CHANGE OF MIND
Your choice whether to accept.
Accepting increases sales and increases returns. Decide deliberately.
FOR CUSTOM ITEMS
Usually not returnable. State that clearly before purchase.
WHAT TO MAKE EASY
Starting a return. A difficult process produces chargebacks instead.
WHERE TO PUT IT
A dedicated page, linked from product pages and checkout.
WHAT TO REVIEW
Return reasons, quarterly. Most are fixable.
