Guide · 8 September 2026

A return & refund policy you can copy, and the reasons behind each line.

A return policy is not a legal shield; it is the answer to the buyer's last question before paying: what if it's wrong? A clear, fair, short policy converts hesitant buyers and prevents most disputes. A missing one makes strangers leave, and a copied legal wall makes them suspicious. Here is a template in plain words, what each line is for, and the parts Indian law actually cares about.

The template

Returns & refunds — [Your Store]

We want you to be happy with what you ordered. If something is wrong, here is how we fix it. Damaged, defective or wrong item: message us on WhatsApp at [number] within 48 hours of delivery with a photo of the item and the packaging. We'll send a replacement, or refund you in full, including shipping. No questions. Changed your mind / wrong size: contact us within 7 days of delivery. The item must be unused, unwashed, with tags, in its original packing. You send it back to us (we'll share the address; return shipping is on you, or we deduct ₹[80] from the refund), and we refund the product price once it reaches us. Exchanges for another size are free when the size is in stock. Not returnable: sale items, personalised or made-to-order items, innerwear, earrings and pierced jewellery, food and cosmetics, and gift cards. Refunds: prepaid orders are refunded to the original payment method within 5–7 working days of approval. Cash-on-delivery orders are refunded by UPI to the number you share, within the same time. Cancellations: message us before the order ships (usually within 12 hours) and we'll cancel and refund in full. Once shipped, it follows the return process above. Questions: [WhatsApp number] · [email] · [City], [State].

Replace the bracketed bits, delete the exclusions that don't apply, and change 7 days to whatever you can actually handle. Then put it on a page called *Returns & Refunds*, link it from the footer, the product page and the checkout.

Why each line is there

48 hours + photo for damage. Long enough for the buyer to open the parcel, short enough that a damage claim isn't a week-old mystery. The photo of the packaging is what you need for the courier claim.
7 days for change of mind. Fourteen is friendlier; seven is what most small stores can absorb. Pick one you'll honour.
Unused, tags on. The line that lets you refuse a worn kurta without an argument.
Who pays return shipping. Say it. The most common dispute on small stores is a buyer who assumed returns were free.
Exclusions. Legal and practical: you cannot resell a name necklace, and hygiene items are excluded on every serious store in India.
COD refund by UPI. Buyers who paid cash worry most about how the money comes back. Name the method and the days.
A real contact. A WhatsApp number on the policy page does more for trust than the rest of the page.

What Indian law expects from an online seller

The Consumer Protection (E-Commerce) Rules, 2020 apply to sellers who sell online, including on their own site. The points that touch your policy page: display your name and contact details (address, email, phone), state the return, refund, exchange and warranty terms clearly, don't refuse to take back defective, deficient, spurious or late-delivered goods, and don't advertise a refund you won't give. A no-questions-asked return isn't required; a clear, honest policy that you actually follow is. This is a summary, not legal advice — for anything unusual (regulated goods, high-value items) check with a lawyer.

"No returns" is allowed, "no refunds for damaged items" isn't

You may decline change-of-mind returns on sale or custom items. You cannot decline to fix a damaged, defective or wrong delivery.

Handling a return without losing the customer

Reply within a few hours, even if it's "got it, checking". Silence is what turns a return into a public complaint.
For damage: don't argue with the photo. Replace or refund, then file the courier claim yourself.
For size: offer the exchange first — it keeps the sale — and make the return pickup easy (aggregators offer reverse pickup; Rehbar Post and Shiprocket both do).
Refund the day the item arrives, and message the buyer that you did. A buyer refunded quickly reorders; a buyer chasing a refund tells ten people.
Log the reason. Three returns for "runs small" is a size chart problem, not a customer problem.

Putting it on your store

On SitesPlaced, Settings → Pages & policies has a Returns & Refunds page (plus Shipping, Privacy and Terms) that appears in the storefront footer automatically; the return policy generator produces a first draft from a few choices. Product pages carry a "Shipping & returns policy" link, and the checkout shows the policy links before payment — which is exactly when the buyer wants them.

FAQs

Can a small online store in India have a no-return policy?

For change-of-mind returns on sale, custom, perishable or hygiene items, yes, if it's stated clearly. You must still take back damaged, defective, wrong or late-delivered items under the E-Commerce Rules.

Who pays for return shipping?

Your choice — say it in the policy. Common practice on small stores: the seller pays for damage or wrong items; the buyer pays (or a fixed amount is deducted) for change of mind.

How do I refund a cash-on-delivery order?

By UPI to the number the buyer shares, or by bank transfer, within the days you promised. Say the method on the policy page so COD buyers know before ordering.

How many days should I allow for returns?

Seven days from delivery is the small-store standard; fourteen if you can absorb it. Damage claims should be within 48 hours with a photo.

Do I need a lawyer to write my return policy?

Not for a standard small store selling ordinary goods — the template above covers what the rules expect. For regulated goods, high-value items or anything unusual, get it checked.