In this article · 5 sections
- Where to show it
- What to include
- 1. Return window
- 2. Eligible and non-eligible items
- 3. Condition of returned items
- 4. How to request a return
- 5. Damaged, defective or wrong items
- 6. Pickup or self-ship
- 7. Refund method and timeline
- 8. Exchanges
- 9. Cancellations
- 10. Contact and grievance details
- Write it in plain language
- Be consistent
- Related pages every store needs
Customers often read the return policy before they buy, especially on stores they haven't used before. A vague or missing policy makes people hesitate; a clear, fair one gives them the confidence to order. India's Consumer Protection (E-Commerce) Rules also expect sellers to display return, refund and grievance information clearly.
This is general guidance, not legal advice. Have your final policy reviewed by a professional.
Where to show it
- A dedicated Returns & Refunds page linked in the footer
- A short summary on product pages ("7-day easy returns")
- In the checkout and order confirmation email
- Exceptions shown on the specific products they apply to (e.g. "Not returnable: customised item")
What to include
1. Return window
How many days after delivery can a customer request a return? 7 days is common for many categories; some offer 10–30.
2. Eligible and non-eligible items
Be specific. Commonly non-returnable: - Personalised or custom-made products - Innerwear, cosmetics and hygiene products once opened - Perishables like food and flowers - Items marked "final sale"
3. Condition of returned items
Unused, with original tags and packaging, and all accessories included. Ask customers to keep the original box.
4. How to request a return
Step-by-step: email, WhatsApp or a return form on the website; order number; reason; photos for damaged items.
5. Damaged, defective or wrong items
Explain how to report them (for example, within 48 hours of delivery with photos or an unboxing video) and what you'll do: replacement, refund or repair.
6. Pickup or self-ship
Will you arrange reverse pickup, or should the customer ship it back? Who pays return shipping in each case?
7. Refund method and timeline
- Prepaid orders: refund to the original payment method
- COD orders: refund via bank transfer or UPI. Say what details you need
- When the refund is processed (e.g. within a set number of days after the returned item passes inspection)
8. Exchanges
Size or colour exchanges, subject to stock availability. Explain whether a second delivery fee applies.
9. Cancellations
Before dispatch: usually free. After dispatch: treated as a return. Mention whether COD cancellations at the doorstep have consequences (such as COD being disabled on future orders).
10. Contact and grievance details
Business name, address, email and phone, and the name of a grievance officer or contact person, with expected response time.
Write it in plain language
Avoid legal-sounding paragraphs that customers can't follow. Use headings, short sentences and examples. A simple table can help:
| Situation | What happens |
|---|---|
| Wrong size | Exchange within 7 days |
| Damaged on arrival | Report within 48 hours with photos; free replacement |
| Changed mind | Return within 7 days; return shipping deducted |
| Custom-made item | Not returnable unless defective |
Be consistent
Your policy should match what your team actually does. If the policy says "refund in 7 days" and it takes 20, customers will complain publicly. Train whoever handles returns and follow the same process every time.
Related pages every store needs
- Shipping policy
- Privacy policy. See DPDP compliance checklist
- Terms and conditions
- Contact page with full business details
Every online store we build includes these pages, with a clean returns flow. Stores start from ₹12,999. Get in touch.