Set up a clear return policy on Shopify

Still hesitating? Our FAQ dedicated to Shopify legal aspects answers all your key questions.

To integrate clear return and refund policies on Shopify, follow these detailed steps:

1. Develop your return and refund policies: Start by defining the conditions for your returns and refunds. Make sure to include:
   • the period within which a customer can return an item (e.g., 30 days after purchase);
   • the condition in which returned products must be (new, unused, with tags);
   • any exceptions (such as sale or personalized items).
2. Draft a comprehensive policy: Then, write a clear, complete, and easy-to-understand text. Specify the steps to follow to initiate a return or a refund request.
3. Add the policy on Shopify: Once the policy is drafted, you can integrate it into your Shopify store:
   1. log in to your Shopify account;
   2. go to "Settings" then "Legal";
   3. paste the text of your return and refund policy in the appropriate section;
   4. save your changes.
4. Communicate effectively: To ensure your customers are informed of your policies, display them visibly on several pages of your site:
   • add a link to your policies in the footer of your site;
   • include them in product descriptions;
   • send them in order confirmation emails.

A Shopify agency, "Écogreen," which sells ecological products, initially received frequent returns of items because its return policies were not clear. After following these steps, they observed a decrease in unjustified returns and an increase in customer satisfaction. For example, by specifying that products must be returned in their original packaging, they reduced incidents of damaged products during the return process. By adding a link to the return policy on each product page, they also reduced customer service inquiries. More information on this type of practice can be found on the official Shopify website (Shopify).