When you create your online store, it is just as important to have a return policy as it is to upload products and create a site that is pleasing to look at and easy to use. Customers are taking a risk when they buy online as they have never seen the product, so a return policy is very important. The key is to explain your policy concisely so customers know what they will be facing if they have a return. Send a return address label with every delivery so customers know where to send products back. A return policy must be clearly stated on your web site and should contain:
- A time component. If a customer attempts to return a product that was bought 6 months ago you may less willing to take it back than if they purchased the product one week ago.
- Information about shipping costs and how they apply to returns. Will shipping costs be the customer’s responsibility for return or will you be willing to pay the cost? This is something you need to decide.
- What condition the product must be in to be returned.
- Whether a customer should contact you before sending an item back.
- Whether you will send a replacement item or attempt to repair the old one.
- Information about how refunds are handled.
Having a good return policy and sticking to it will help make your business a success.
About Steve
Excellent post! Return policies are one of the most overlooked aspects when starting a business.
One thing I did with my gift shop was include a restocking fee (based on a percentage of an item’s price) to offset my costs and discourage unnecessary returns (for the -luckily- rare breed of ‘repeat returners’). I never had to use it, which I’m glad for, but it’s something else to consider.