A clear return policy helps people buy with confidence. It also saves you arguments later, because the answer is already written. Short and specific beats long and vague.
Check the law first
Consumer rights often apply whatever your policy says. Many countries give buyers rights when an item is faulty, and extra rights when they buy online. For example, in the EU, consumers buying online generally have 14 days to cancel, with some exceptions. Rules differ by country, so check those that apply to your customers.
Your policy can give more than the law requires, not less.
What to include
- How long customers have to return an item.
- The condition items must be in.
- Items that cannot be returned, and why.
- How to start a return.
- Who pays for return shipping.
- How and when refunds are given.
- What happens with faulty or wrong items.
A template
Returns
You can return most items within 30 days of delivery for a full refund.
Condition. Items must be unused, with tags attached and in the original packaging.
Items we cannot take back. Custom-made or personalised items, and earrings for hygiene reasons, unless they are faulty.
How to return. Email returns@yourshop.com with your order number. We will reply within one working day with a return label and instructions.
Return shipping. Free for faulty or wrong items. For other returns, the cost of the label is taken from your refund.
Refunds. We refund to your original payment method within 5 working days of receiving the item. Your bank may take a few extra days.
Faulty or wrong items. Contact us within 30 days and we will replace or refund it, including shipping.
Questions? Write to hello@yourshop.com.
Make it easy to find
Show it:
- On its own page, linked in your website footer.
- On product pages, in a short line: "Free returns within 30 days."
- At checkout.
- In order confirmation emails.
Make returns easy
A simple return process builds trust and repeat sales, even when the first item goes back. Answer quickly, send clear instructions and refund promptly.
Learn from returns
Track why items come back. If the same reason keeps appearing, such as a sizing problem or a misleading photo, fix it at the source. Better product descriptions and product photos prevent many returns.
For replying to individual requests, there are templates in how to respond to a refund request. For delivery rules, see shipping policy template.