What information should a return policy include?

A return policy isn’t just a formality – it’s something that builds customer trust and protects you as a seller.

A well-written policy minimizes the risk of misunderstandings during returns.

Key info you need to include

1. Right to withdraw from the contract

   Clear info that the customer has 14 days to return without giving a reason (according to the consumer rights act).

2. Way to report a return

   For example by email, form on the website, or any other contact channel.

3. Return acceptance conditions

   – Does the product have to be in its original packaging?

   – Can it be used?

   – Should proof of purchase be included?

4. Return address

   Where the customer should send back the product.

5. Return costs

   Who covers shipping costs if you withdraw from the contract?

6. Return exceptions

   For example digital products, personalized items, underwear – all as per statutory exceptions.

7. Refund time

   Usually up to 14 days after withdrawing from the contract – but only after the returned product is received.

TIP: If you’re not sure how to write such a policy – use the document generator on EcomFly, which will make a ready-to-use return policy for you.