Returns are a part of every e-commerce store (well, maybe with one exception).
For beginner sellers it’s often a stressful thing, but honestly – the returns process is a lot simpler than it seems.
You just need to understand how it works in your specific sales model and stick to a few rules.
In this guide we’ll go through the three most common kinds of returns:
returns in dropshipping,
returns in traditional e-commerce,
returns in digital e-commerce.
For a lot of new sellers, this is the trickiest topic – but it really doesn’t have to be.
Actually, returns in dropshipping aren’t that complicated and you can handle them pretty easily if you understand a few rules.
Every customer who buys a product online as a consumer has the right to withdraw from the contract within 14 days with no reason needed.
That means they can return the goods, even if they just changed their mind.
1. Make sure your terms and conditions are clear.
In them, lay out things like:
how many days the customer has to return something,
who covers the return shipping cost (usually it can be the customer),
which address returns should go to.
2. Avoid some product categories
High return rates are common for:
clothes,
shoes,
cheap, Chinese electronics,
glass and ceramics.
3. Don't sell fakes.
Because besides quality issues, you might also run into legal problems.
The supplier accepts returns – That's the most convenient option.
The customer sends the product back to the supplier → the supplier accepts the product → you get a refund from the supplier → and you return the amount to the customer.
The supplier doesn't accept returns – In that case, you're the one getting the return and you need to accept the product yourself.
You receive the product at your address, refund the order cost to the customer and:
resell the product again (if it's in good condition),
or sell it as used on a marketplace (if there are signs of use and the nature of the product doesn't allow you to relist it in your store).
If you’re selling products you physically have in stock, handling returns is simpler – because you control everything yourself.
The customer sends the product back to you – straight to your stock (not to the wholesaler).
You decide:
if the product can be resold,
if it’ll be returned to the wholesaler right away (e.g. if it’s faulty right after delivery),
if you cover the return cost (if not – clearly say in your policy that the buyer covers the cost).
If you sell digital products – like e-books, video courses, templates, or checklists – the right to a return might not apply.
Why?
Because once a file is downloaded, it's already in the customer's hands and you can’t really “undo” the transaction.
How do you make sure you’re protected and that this scenario is clear?
Just put a note in your terms and conditions that the customer loses the right to withdraw from the contract once they download or access the product.
Sample clause:
“According to Article 38 of the Consumer Rights Act, the right to withdraw from the contract does not apply in the case of digital content that’s been delivered with the consumer’s express consent before the withdrawal period ends.”
This way, you’ve got a legal basis and you don’t have to handle returns for digital products.
Returns don’t have to be stressful and you can always manage them.
Just clearly describe your return rules, pick your products wisely, and be ready for scenarios that might come up.
In dropshipping – the key is working well with your wholesaler, having clear terms, and solid communication.
In a traditional store you handle returns on your own, but you get full control.
For digital sales you can basically “eliminate” returns – all you need is a proper rule in your terms.
