eCommerce

How to write a return policy in 4 steps

Mariluz Sampalo

Mariluz Sampalo

Oct 11, 2022

making returns easy and free for customers guarantees great ecommerce success and optimal customer experience

Inside this article

  • iconHow to write the perfect return policy for eCommerce
  • iconReturn policy template or return form template
  • iconReal examples of return, refund and exchange policies
  • iconConclusion
  • The return policy is a decisive factor when it comes to sales conversions, loyalty and retention strategies. Use our easy-to-use template to write a return policy for your eCommerce and find out what to include in the return policy for your online store.

    How to write the perfect return policy for eCommerce

    These are some basic tips for the creation of your return policy.

    1. Define your possibilities. Make a complete analysis of the resources you have, the real impact that the return policy may have on the purchase experience and the specific conditions for all products in your catalog.
    2. Choose the right couriers. Negotiate special shipping rates and conditions with different couriers to adapt to each particular case in a profitable way.
    3. Write a return policy that’s easy to read. This is quite important, and we can’t stress it enough. Returns, national or international, shouldn’t be a hassle for anyone, and the process should be clearly outlined.
    4. Automate the process and enable your customers to process them autonomously. To do so, make sure you can track your returns, nationally and internationally, and enable your customers to process returns on their own.
    automated return portal example from progear

    You can automate the return process with Outvio. Create your own self-service return portal. Brand the return process and save costs in customer service, while also building customer loyalty and retention.

    If you want to know more about returns, check out our tips to reduce them.

    Now check out our sample return policy for eCommerce stores and adapt it to your own needs and wishes!

    Return policy template or return form template

    Once you know what to include in your return policy, use this return form template to create your own form in just a few steps.

    RETURN AND REFUND POLICY

    Last updated [Date]

    Thank you for acquiring [brand name]’s products. We hope that you are happy with your purchase. However, if you are not completely satisfied, for any reason, you can return it for [a full refund], [store credit], or [an exchange]. Please read our return policy before you start the process in [return portal URL].

    1. Our product return policy lasts for XX days following the purchase. Once these XX days have elapsed, we unfortunately will not be able to offer you an exchange or return.
    2. To process a return, the item must be unused, in the same conditions in which you received it. This includes the original packaging.
    3. Some items are ineligible for returns. Products such as YY, ZZ, can’t be returned.
    4. [Brand name] will notify you upon the arrival of the returned item. If the return is accepted, the refund will be approved, and you will receive the amount in the form of store credit or your original payment method in approximately XX days. If there is a delay in the refund, check your bank account and talk to your bank directly. If they confirm that the payment has not arrived, you can contact us again. Please take into account that the appearance of the transfer in your bank account can take some days.
    5. Return shipping costs are [charged to the customer/free of charge/other possibilities].
    6. Depending on where the return comes from, the estimated time for the return process may vary.

    Additionally, you can create specific sections for the return of items on offer, gifts and any other special condition that may be relevant to your eCommerce refunds policy or return policy.

    Real examples of return, refund and exchange policies

    Bohoo's returns policy

    returns policy bohoo

    OUR RETURNS POLICY

    If you are a customer in the UK or European Economic Area (EEA), you get 14 calendar days to cancel your order because you have changed your mind. This cancellation period starts from the day you have received all of the items in your order. Find out how to return your item(s) at number 4.

    If you receive faulty goods, you may also have a right to return these goods and to ask us to repair or replace them or get a refund.

    • Items must be returned within 28 days of receipt.

    • Items must be unworn, unwashed and unused with the original labels still attached.

    • Pierced jewellery cannot be returned for health and hygiene reasons, unless in a sealed and unopened packet.

    • Underwear and swimwear can only be returned if the hygiene seal has not been removed.

    • Beauty products, accessories and fashion facemasks cannot be returned for hygiene reasons.

    • Shoes must be tried on indoors.

    Where we suspect fraudulent activity, including but not limited to circumstances where there are suspicious claims relating to orders having been placed, but not received, or if we suspect that you are returning items after they have been used or worn, or items returned do not match what you ordered, we reserve the right to withhold refunds and block your account (and any associated accounts) from placing orders in future. If this happens to you and you think we’ve made a mistake, you can Contact Us and we will discuss the matter with you further.

    CANCELLING A CONTRACT UNDER THE CONSUMER CONTRACTS REGULATIONS

    If you’re a customer in the UK or EEA, you get 14 days to cancel your contract with us

    This two week period starts from the day after you receive your order (or from the day after you receive the last item of your order). You’ll need to write to us with notice of your cancellation – just fill out this form where you’ll also find details on how to return your item(s).

    There are a couple of other ways to cancel your contract with us. You’ll find these alternative methods below:

    Email us: customerservices@boohoo.com

    Write to us via post: boohoo, PO Box 553, Burnley, BB11 9GD

    If you’re cancelling your contract with us but have already received your order, you’ll need to return the item(s) to us, see how to do this below. You'll then receive a full refund as per the policy above.

    Please note, we cannot offer refunds on cosmetics and pierced jewellery or on swimwear and lingerie if the hygiene seal is not in place or has been broken.

    All returns are quality checked – items should be returned in a new and unused condition with labels attached and wherever possible sent back in the original packaging. Refunds will not be given if they do not comply with our returns policy.

    HOW TO RETURN AN ITEM

    START A RETURN (BUTTON)

    FAULTY GOODS

    We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact Us section.

    To help us get this fixed for you ASAP, when you first contact us please include the following information;

    • Your name
    • Order number
    • Product name and code
    • Picture of the fault
    • Description of the fault

    (The product name and code can be found on your order confirmation email).

    If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.

    HOW LONG DOES IT TAKE TO PROCESS MY RETURN?

    Please note we've extended our returns to 28 days so a typical refund may take longer than usual.

    Customers will receive a refund within 14 days of us receiving the item(s) or, in the event that we do not receive your returned item(s), within 14 days of you providing us with proof of return via one of our chosen carriers. It could then take up to 7 additional days for the refund to make its way through the banking system.

    If you paid for your order with a gift card, store credit or a voucher, a replacement to the value of the refund will be issued minus the cost of £1.99 for returning the item to us.

    If we receive your return outside of the returns policy timeframe, you may receive your refund as a voucher. This will be emailed to you within 24 hours.

    We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

    If you choose to return via any method other than one of our chosen carriers (options given when arranging a return via our portal above), you will remain responsible for the item(s) until we receive them, and we will not be liable for providing a refund if we do not receive your item(s).

    CAN I HAVE AN EXCHANGE INSTEAD OF A REFUND?

    Unfortunately we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.


    Asos's returns policy page

    returns policy asos

    ASDA toyou

    • Return through your local toyou store in over 630 Asda stores nationwide
    • No printer required, simply create a QR code by clicking the link and follow the instructions. 
    • Your return will be processed in approximately 10 days

    InPost 24/7 Lockers

    • Return through your local InPost Locker in 3,500 locations
    • No label required simply create a QR code by clicking the link and follow the instructions
    • Avoid the usual queues and return in seconds, 24/7
    • Your return will be processed in approximately 10 days

    View More (1)

    Collect Plus

    • Return through your local Collect+ store in over 7,000 locations
    • No printer required, simply create a barcode by clicking the link and follow the instructions 
    • Open 7 days a week, early until late
    • Your return will be processed in approximately 10 days

    View More (1)

    EVRi store

    • Return through your local EVRi store in over 8000 locations
    • No printer required, simply create a QR code by clicking the link and follow the instructions. 
    • Your return will be processed in approximately 10 days
    • Open 7 days a week, early until late

    View More (1)

    EVRi Collection

    • Return from the comfort of your home Monday to Saturday, book collections up to 7 days in advance.
    • Receive a 2 hour ETA email on the morning of collection. 
    • You can print a label by clicking the create return link
    • Your return will be processed in approximately 10 days

    View More (1)

    EVRi Collection (customers living in Isle of Man only)

    • Return from the comfort of your home Monday to Saturday, book collections up to 7 days in advance.
    • Receive a 2 hour ETA email on the morning of collection. 
    • You can print a label by clicking the create return link
    • Your return will be processed in approximately 10 days

    View More (1)

    Guernsey Post (customers living in Guernsey only)

    • Return through Guernsey Post by going to Envoy House.
    • You can create a return by clicking the link.
    • Your return will be processed in approximately 10 days 

    Jersey Post (customers living in Jersey only)

    • Return through any Jersey Post Office Islandwide.
    • No printer required, simply create your return label and take into the Post Office for printing in store.
    • Your return will be processed in approximately 10 days 

    Royal Mail

    • Return through your local Post Office branch or Royal Mail Customer Service Point in over 12,500 locations
    • No printer required, simply create a QR code by clicking the link and follow the instructions
    • Your return will be processed in approximately 10 days
    • Open 7 days a week, early until late

    View More (1)

    Return to ASOS Brand Partners

    • Please don't return items bought directly from ASOS Brand Partners to us (this will cause delays to your refund).
    • No printer needed! Simply use the returns label that came with your item(s).
    • Then, just drop it at your local drop-off point.
    • Please allow up to approximately 10 days for your refund to be processed.

    View More (1)


    Boots's returns policy

    returns and exchanges policy boots

    You can return any unwanted items free of charge within 35* days for a refund or replacement. We are only able to offer a replacement if the item is in stock. We are unable to exchange items.

    We are offering an extended returns policy on Christmas gifts purchased online from 1st October 2022 up until the 31st January 2023. Unwanted items need to be returned in their original condition and unused. Normal exclusions apply.

    If you change your mind about an unused item you’ve bought in the last 35 days, simply return it in its packaging. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged. If the item was faulty or damaged when delivered or collected from store, an exchange or refund will be offered.

    Electrical and photographic equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact.

    Unless faulty, medicines, food, personalised gifts or cosmetic products which have been opened cannot be refunded or exchanged.

    Any Boots Advantage Card points collected against a refunded item will be removed in accordance with the Advantage Card terms and conditions.

    This does not affect your statutory rights.

    *35 days for items despatched directly from the supplier, items delivered direct from a supplier cannot be returned to Boots. Please see following FAQs for information on how to return these items.


    Zara's return policy

    returns policy zara uk

    HOW TO RETURN

    You have 30 days from the shipping date of your order to return your purchase from Zara.com.  The items must have all their labels and be in perfect condition.

    These are the options for returning your item(s):

    Drop-off Point

    • Returns have a cost of 1.95 GBP that will be deducted from the refunded amount.
    • If you have purchased as a registered user: you can request the return by going to the details of your order in the Purchases section.
    • If you made your purchase as a guest: Request a refund by clicking on the link that appears in any of the emails we have sent you about your order. During the return process you need to select the number of boxes you need, please be aware that it's allowed to return items from different orders in the same box. You will receive the same number of QR codes with instructions attached by email as boxes you are set to return. You will be able to search and select the drop point network you will use. Once the return request is completed you will have the option to check on it all the available drop-off points of the selected network. You can show your QR code at the drop-off point and they will print the return label for you. When doing a return request, if your order contains a large HOME item, we will ask you to get in touch with us in order to complete a home return for you. Remember that you must bring the items you wish to return to your nearest drop-off point within 30 days from the shipping date of your purchase, before the return period expires.

    During the return process you need to select the number of boxes you need, please be aware that it's allowed to return items from different orders in the same box. You will receive the same number of QR codes with instructions attached by email as boxes you are set to return. You will be able to search and select the drop point network you will use. Once the return request is completed you will have the option to check on it all the available drop-off points of the selected network. You can show your QR code at the drop-off point and they will print the return label for you. When doing a return request, if your order contains a large HOME item, we will ask you to get in touch with us in order to complete a home return for you. Remember that you must bring the items you wish to return to your nearest drop-off point within 30 days from the shipping date of your purchase, before the return period expires.

    Zara store

    You can return your order at any Zara store free of charge in the same market/region where you made the purchase. You only have to present the purchase receipt along with the items you wish to return. You can keep it on your mobile phone, print it out or show your ZARA QR, which you will find by going to the “Purchases” section of the ZARA app. Remember that you do not need to make a return request via the website or the app for in-store returns. Bear in mind that if you cannot make it to a physical store yourself, you can allow someone else to go for you. HOME items can be returned as well to ZARA HOME stores.

    How can I get a copy of my purchase receipt?

    • If you have an account with Zara.com, log in with your username and password. In the order details for the item(s) you wish to return, you will have the option to access your e-receipt.
    • If you made the purchase as a guest, you can find the e-receipt by clicking on the link included in the emails we have sent regarding your order.

    Find your nearest store here.

    We recommend checking the following links for returns by gift receipt and/or gift card.

    You can find further information on the Exchange and Refunds Policy and the right to waiver in our Purchase Conditions

    Conclusion

    If you follow these tips for how to write a return policy and use our returns form template, the process of creating this document will be faster and your return policy will be easy to read and understand.

    The importance of return policies in the eCommerce sector is clear, with over 20% of items sold online eventually being returned, and over 90% of customers state that a good return policy encourages them to return to an online store.

    Use our sample return policy for eCommerce stores and automate the returns process with Outvio.