CLEAR FROM THE START
Shipping & returns.
Customer confidence begins with clear expectations.
This is a policy template, not a final promise. Add actual dispatch timelines, shipping charges, serviceable PIN codes, return eligibility, cancellation rules, refund timelines and support contacts before accepting orders.
Shipping
Publish dispatch and delivery estimates only after confirming supplier handling times, warehouse locations, courier coverage and operational capacity. Clearly state any items shipped directly by a supplier.
Returns and refunds
Define which items are returnable, the condition and packaging required, the request window, exclusions, damaged-item reporting steps, reverse-pickup rules and refund timelines. Ensure the policy matches applicable consumer-protection requirements.
Order support
Provide a monitored email or phone number and a clear process for tracking, missing, damaged or incorrect orders.