Quick answer
A returns policy customers trust is short, specific and easy to find. State the time limit, the condition items must be in, what cannot be returned, who pays return shipping, whether you refund, exchange or give store credit, how long refunds take, and exactly how to start a return. Then follow it every time.
A returns and exchange policy that customers trust is short, specific and easy to find, and you follow it every time. It should answer six questions in plain words: how many days the customer has, what condition the item must be in, what cannot be returned, who pays for return shipping, whether they get a refund, an exchange or store credit, and how long the money takes. A clear policy reassures first-time buyers, cuts the number of "can I return this?" messages, and gives you firm ground when a request is unreasonable.
This guide walks through each decision, gives sample wording you can adapt for different products, and covers handling abuse. It is general guidance, not legal advice; for your specific business, check with a lawyer.
Do online stores in India need a returns policy?
Yes. Under the Consumer Protection (E-Commerce) Rules, 2020, online sellers are expected to show clear information about return, refund, exchange, warranty and delivery terms. Beyond the rules, shoppers look for it before buying from a store they do not know. A missing or vague policy is one of the quickest ways to lose a new customer. Our guide to the store policies you need in India covers the full set, and trust signals for a new store explains why they matter.
What should a returns policy include?
| Decision | Common choices |
|---|---|
| Time limit | 7, 10 or 15 days from delivery |
| Condition | Unused, unwashed, tags attached, original packaging |
| Non-returnable items | Innerwear, cosmetics once opened, perishables, custom or altered items, sale items (if you choose) |
| Return shipping | You pay for damaged or wrong items; customer pays for change of mind |
| Outcome | Refund, exchange, store credit, or customer's choice |
| Refund timing | Within a set number of days after you receive and check the item |
| How to start | From the order page, by email or WhatsApp, with photos |
How long should the return window be?
Long enough for the customer to receive, try and decide; short enough that stock comes back sellable. Seven days from delivery is common for fashion; some stores offer longer to stand out. Whatever you choose, count from delivery, not dispatch, and say so.
Refund, exchange or store credit?
- Exchange keeps the sale. Ideal for size issues in clothing and footwear.
- Store credit keeps the money in your business and is often accepted happily if it is easy to use.
- Refund to the original payment method is what customers trust most, especially for damaged or wrong items.
Many stores offer a refund for damaged or wrong items, and an exchange or store credit for change of mind. Spell out which applies when.
What about cash on delivery orders?
COD orders have no online payment to refund to. Say how you will refund: to a UPI ID or bank account the customer gives you, or as store credit. Our guide to refunds and credit notes explains the accounting, including credit notes under GST.
Sample wording by product type
Clothing and sarees
You can return or exchange unused items within 7 days of delivery. Items must be unwashed, with original tags and packaging. Blouses that have been stitched, altered items and innerwear cannot be returned. If an item arrives damaged or is not what you ordered, tell us within 48 hours with photos and we will pay for the return and send a replacement or a full refund. For size exchanges, we cover the cost of sending the new size once.
Food, sweets and perishables
Because our products are food, we cannot accept returns. If your order arrives damaged, spoiled or incorrect, send us photos within 24 hours of delivery and we will replace it or refund you in full.
Electronics and accessories
Unopened items can be returned within 7 days of delivery. If a product is faulty, tell us within 7 days and we will replace it after checking. After that, the manufacturer's warranty applies; we will help you contact the service centre.
Handmade and custom items
Each piece is handmade, so small variations in colour and pattern are part of its character and are not defects. Personalised and made-to-order items cannot be returned unless they arrive damaged or differ from what we agreed.
Our post on size guides that reduce returns helps you prevent many returns before they start.
How do you handle return abuse fairly?
Most customers are honest. A few are not: wearing an outfit to an event and returning it, sending back a different item, or claiming damage that did not happen. Protect yourself without punishing everyone:
- Ask for photos with the return request, and of the parcel if damage is claimed.
- Take photos of high-value items before dispatch, and a short packing video for very expensive pieces.
- Use tamper-evident tags on clothing that must be attached for a return.
- Check returned items before refunding, and say so in the policy ("refunds are processed within 5 working days after we receive and check the item").
- Keep notes on repeated claims. You may decline future orders, or offer only prepaid orders, to persistent abusers.
For COD orders refused at the door, which are a different problem, see our guide to reducing COD and RTO returns.
How do returns work in UpMinutes?
Standard policy pages, including returns, are written for you when you set up a store; edit them to match how you actually work. Customers request a return or exchange from their order page, choosing a reason and adding up to three photos. You approve or decline the request. Refunds can go through Razorpay, to the customer's UPI ID, by bank transfer, in cash, or as store credit, and COD customers can give their UPI ID on the return form. Everything stays attached to the original order, so your stock and records stay straight.
How do you turn a return into a good experience?
A return handled well often wins a customer for life; one handled badly loses them and their friends. A few habits make the difference:
- Reply quickly, even if only to say "we have received your request and will reply by tomorrow".
- Do not argue over small amounts. Refusing a ₹300 return to a customer who has bought from you five times is a poor trade.
- Offer an exchange first, gently, when the issue is size or colour: "Would you like the M instead? We can send it today."
- Keep the customer informed when the parcel arrives back and when the refund is sent.
- Learn from the reasons. If one product keeps coming back as "smaller than expected", fix the photos or size chart.
Where should you show your policy?
- A dedicated Returns page, linked in the footer.
- A one-line summary on every product page: "Easy 7-day exchange on unused items".
- In the checkout or cart.
- In the order confirmation email or WhatsApp message.
- For non-returnable items, on that product's page, clearly.
Checklist
- Time limit counted from delivery.
- Item condition stated.
- Non-returnable items listed.
- Return shipping rules clear for each case.
- Refund, exchange or store credit, and when each applies.
- Refund timing and method, including for COD.
- How to start a return, step by step.
- Policy visible on product pages and in order messages.
Frequently asked questions
Can I have a no-returns policy?
You can limit returns for some products, such as food or custom items, but you should still handle damaged, defective or wrong items fairly. Ask a lawyer about your obligations under consumer law.
Who should pay for return shipping?
A common approach is that you pay when the item is damaged, defective or wrong, and the customer pays for change-of-mind returns. Whatever you choose, state it plainly.
How quickly should I refund a return?
Refund promptly once you have received and checked the item, and state the timing in your policy. Customers judge you more on speed and communication than on the rules themselves.
Should sale items be returnable?
That is your choice. If sale items are exchange-only or final sale, mark this clearly on the product page and in the cart before the customer pays.
