A product return means the customer sends the goods back and gets their money back or exchanges the item for another. It is a normal part of any retail business, and how you handle it builds or breaks customer trust.

Common reasons#

  • The goods arrived defective or damaged.
  • The wrong item was sent.
  • It differs from the description or photo.
  • The customer did not like the size or color.
  • Cancellation of the purchase

A good return policy#

Write the return policy clearly and briefly, before purchase:

  1. How many days are allowed for returns?
  2. Which goods cannot be returned?
  3. Must the item have its original packaging or not?
  4. Who pays the return shipping?
  5. How and how fast is the money refunded?

Why a smart seller is not afraid of it#

A clear return policy reduces the customer's fear of buying online and raises the conversion rate. It also reduces disputes and bank chargebacks.

Reducing returns#

Accurate descriptions and photos, size guides, sturdy packaging and quality checks before shipping are the best ways to reduce them.

Consumer rights are set out in e-commerce and consumer protection laws, which differ by country. Check the exact terms and exceptions with official sources.