Most buyers read the return policy before they pay for something new. A clear return policy for your online store answers their doubt in seconds — and saves you long arguments later. Here is how to write one in plain words.
What the rules expect
The Consumer Protection (E-Commerce) Rules, 2020 ask sellers to be open with buyers. In simple terms:
- Show your return, refund, exchange, warranty and delivery terms clearly before the purchase.
- Show your business name, address and contact details.
- Do not refuse to take back goods, or refund, if they are defective, deficient, fake, not as described, or delivered late.
- Have a way to handle complaints. Platforms must name a grievance officer, acknowledge complaints within 48 hours and resolve them within a month.
- Do not charge cancellation fees unless you would bear a similar charge if you cancelled.
This is general information, not legal advice. For special products, check with your CA or lawyer.
What your policy should cover
- Return window — for example, 7 days from delivery.
- What can be returned — unused, with tags and original packing.
- What cannot — innerwear, food, custom or personalised items, cosmetics once opened — except when damaged or wrong.
- Damaged or wrong item — ask for an unboxing photo or video within 48 hours.
- Exchange or refund — which one you offer, and when.
- Refund method and time — to the original payment method; for COD, to a bank account or UPI ID.
- Who pays return shipping — usually you, if the fault is yours.
- Cancellation — until when a buyer can cancel, and how.
- How to contact you — WhatsApp, email and phone.
A simple template
Returns: You can return most items within 7 days of delivery if they are unused, with tags and in the original packing. Innerwear, food items and personalised products cannot be returned unless they arrive damaged or wrong.
Damaged or wrong items: Please message us within 48 hours of delivery with photos or an unboxing video. We will send a replacement or a full refund, and we pay the return shipping.
Refunds: Once we receive and check the item, we refund within 7 working days to your original payment method. For cash-on-delivery orders, we refund to your UPI ID or bank account.
Cancellation: You can cancel before the order is shipped at no charge. After shipping, please use the return process.
Contact: [WhatsApp number] · [email] · [business address]
Tips to reduce returns
- Clear photos from many angles and a size chart in cm.
- Honest colour and material details.
- Confirm COD orders by WhatsApp before dispatch.
- Pack well — damage is a common return reason.
Where to show the policy
Put a link in the footer, a short line on each product page ("7-day easy returns"), and a note at checkout. The rule is simple: the buyer should see it before paying.
Our stores include a returns manager, and on Pro and Elite you can switch returns on or off for each product. See online store plans or read how WhatsApp confirmation cuts COD returns.
Sources: Consumer Protection (E-Commerce) Rules, 2020 and seller guides on return policies in India. This is general information, not legal advice.
FAQs
Is a return policy mandatory for online stores in India?
The Consumer Protection (E-Commerce) Rules, 2020 expect return, refund, exchange and warranty terms to be shown clearly before purchase. This is general information, not legal advice.
Can I refuse returns completely?
You can limit returns for some items, but you should not refuse to take back or refund goods that are defective, fake, not as described or delivered late.
How do I refund cash-on-delivery orders?
Ask the buyer for a UPI ID or bank account and refund there, within the time stated in your policy.
What is a good return window?
Many Indian stores use 7 days from delivery. Choose what suits your products and write it clearly.
Need a custom solution?
Instacode builds production-grade software — algo trading, ecommerce, web apps. Let's talk.
Get in Touch
💬 Comments (0)
Be the first to comment 🚀