A lot of shoppers check the return policy before buying from a brand they don't know. If it's missing, vague or buried, they hesitate. If it's clear and fair, they buy with confidence. A good policy also protects you, because disputes are much easier to handle when the rules were clear from the start.
A quick note: this is practical guidance, not legal advice. For specific legal questions, speak to a professional.
What your policy should cover
The return window
How many days customers have to request a return or exchange, counted from delivery. Seven, ten or fifteen days are common in India. Choose what you can honestly support.
What can be returned
Conditions such as unused, with tags, in original packaging. Be specific.
What can't be returned
Common exceptions include personalised or custom-made items, innerwear, cosmetics once opened, perishable food and sale items. List them clearly rather than surprising people later.
Exchange, refund or store credit
State which you offer, and whether customers can choose.
How to start a return
Step by step: email or WhatsApp, what information to include, photos if there's a defect.
Pickup or self-ship
Do you arrange reverse pickup, or does the customer send it back? Who pays for return shipping?
Refund timelines and method
How long after you receive the return, and how the money comes back: original payment method, bank transfer for COD orders, or store credit.
Damaged or wrong items
A separate, faster process for your mistakes, usually with photo proof within a short window after delivery.
Cancellations
Can orders be cancelled before dispatch? After?
Write it in plain language
Short sentences, headings, maybe a simple table. If a customer needs to read it three times, it's too complicated.
Make it easy to find
Link it in your footer, mention it in one line on product pages ("Easy 7-day returns"), and include it in order confirmation emails.
Be consistent
Your policy page, product pages, FAQs and what your team says on WhatsApp should all match. Inconsistency is where most disputes start.
A fair policy often pays for itself
A generous, clear policy can increase conversion, especially for first-time buyers, and can even reduce COD refusals because customers feel less risk. Track return rates by product; high returns often point to a product page problem, like unclear sizing.
Building a new store? Policy pages and trust elements are part of our website packages. Get in touch.