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May 16, 2016 - generated a Return and Refund Policy.
Based on a study from TrueShip, over 60% of customers review the Returns & Refunds Policy before they make a purchase from an online store.
What should you say in your Return/Refund Policy if your ecommerce store doesn't offer returns or refunds on purchased items.
SaaS apps are not ecommerce stores, but these apps charge customers. Learn what to say in your Return/Refund Policy if you're developing a SaaS app.
Your ecommerce store should have a Return and Refund Policy to keep your customers informed and so you can choose the requirements regarding returns and refunds that you wish to maintain.
A Return and Refund Policy is where you let your customers know important pieces of information regarding how you accept returns and process refunds.
This Policy will include information about the following topics:
The purpose of a Return and Refund Policy is to inform your customers or potential customers how you handle situations where a return wants to be made and a refund is requested.
They help your customers find answers quickly while making your business look more trustworthy and transparent.
Without a Return and Refund Policy, people will be far less likely to shop at your ecommerce store. Consumers like to know in advance how a business will handle a situation where the product isn't satisfactory and a refund is desired. Having this Policy can help keep you from losing a lot of potential customers.
If you don't post a Return and Refund Policy, you will likely get a lot of emails from people asking about it, which will be very time-consuming to deal with.
Not only is a Return and Refund Policy important for your customers, but it's important for your business.
It depends on which state you do business in and what your unique terms are regarding returns and refunds. Generally, if you wish to have enforceable policies surrounding returns and refunds, you will most likely need to post a Return and Refund Policy on your website or mobile app.
A lot of states have laws that set default parameters around returns and refunds unless a business posts a Return and Refund Policy. For example, in Florida, if you want to have a "no refunds" policy you need to post this conspicuously or shoppers will be allowed to make returns within 7 days of a purchase.
No matter what your individual policy is, you should always post a Return and Refund Policy to have your policies upheld.
However, some states do explicitly require you to post a Return and Refund Policy if you won't offer refunds. For example, stores in Florida that wish to have a "no refunds" policy must post this conspicuously for shoppers to see before checking out. Otherwise, shoppers will have 7 days from the purchase date to make a return and get a refund.
If you don't want to offer refunds, make this clear in a Return and Refund Policy. Otherwise, you may have to honor return requests and issue refunds as per law.
Your Return and Refund Policy should detail the following points:
The more information you can provide, the better. If you only sell one similar product or service, your Return and Refund Policy will likely be far shorter than what a larger business with international customers and hundreds of products for sale will have.
Display your Return and Refund Policy via link in your website footer. People know to look here for important legal agreements and information, such as your return information.
A Return and Refund Policy lets customers know how you handle returns and refund requests. Its scope is limited to that topic.
A Terms and Conditions agreement is far more broad in scope and addresses the use of your website or service. Potential topics covered in a T&C include governing law, restrictions of use, third party services, termination of accounts and contact information.
While you can include return and refund information in your Terms and Conditions agreement, it's better for your customers in most cases to have a separate Return and Refund Policy that you can link to your T&C.
If your Return and Refund Policy is very short, you can definitely include it in your Terms and Conditions agreement. But you should still have a separate linkable Return and Refund Policy as well to make it easier for your customers to find what they're looking for quickly without needing to go through your entire T&C.
If your Return and Refund Policy is very long, it's better to keep it as a separate document and out of your T&C. However, you should definitely add a short clause to your T&C letting customers know that you have a Return and Refund Policy and link the T&C clause to your complete, robust Return and Refund Policy.