Return and Refund Policy for Online Shop: Guide and Sample

"Product pochondo na hole ki ferot dite parbo?" Every Bangladeshi seller gets this question. If your answer changes from customer to customer, or you don't have one at all, you will face arguments, refused parcels and angry comments.

A clear return and refund policy for your online shop solves this. It tells customers exactly what happens if something goes wrong, and it protects you from unreasonable requests. This guide explains what to include, how to handle COD returns, and gives a sample policy you can adapt.

A written policy helps in four ways:

• It builds trust. Customers are more willing to order from a new shop when they know a mistake can be fixed. See how to build customer trust in your online shop.
• It reduces refusals at the door. A customer who knows they can exchange a wrong size is less likely to refuse the parcel.
• It stops arguments. You can point to the policy instead of negotiating every case.
• It keeps your team consistent. Anyone answering messages gives the same answer.

Returns vs exchanges vs refunds

These words get mixed up. Define them in your policy.

What to include in your policy

A good policy answers these questions in plain language.

1. What can be returned or exchanged

Be specific. For example:

• Wrong product, size or colour sent by the shop.
• Product damaged or defective on arrival.
• Size exchange for clothing, if unused and with tags.

2. What cannot be returned

Common exclusions:

• Used, washed or altered items.
• Cosmetics, skincare and perfumes once opened, for hygiene reasons.
• Innerwear and personal care items.
• Food items, unless spoiled or wrong.
• Custom-made or personalised products.
• Items damaged by the customer.

3. Time limit

Give a clear window, for example "Report any problem within 48 hours of delivery" and "Send the item back within 7 days". Choose what you can actually manage.

4. Proof required

Ask for a photo or short video of the problem, ideally an unboxing video for high-value items like gadgets. This protects you from false claims and speeds up decisions.

5. Who pays delivery

State who pays the courier charge in each case. A fair split is common:

• Shop's mistake (wrong or damaged item): the shop pays both ways.
• Customer's choice (changed mind, different size): the customer pays the delivery charge.

6. How and when refunds are paid

Say how refunds are sent (bKash, Nagad, Rocket or bank) and how long it takes after you receive the item, for example "within 3 working days of receiving and checking the product".

COD-specific rules

Cash on delivery adds a few situations you should cover.

• Check at the door. Many shops let customers check the product in front of the delivery person before paying, if the courier allows it. If you allow this, say so. If you don't, explain why.
• Refused without reason. If a customer refuses a correct product, you lose delivery and return charges. Your policy can say that future orders from that number may need an advance payment.
• Partial delivery. If a customer wants to keep only some items from a multi-item parcel, say whether that's allowed and how the delivery charge is handled. Check with your courier whether they support partial delivery.
• Delivery charge is non-refundable when the customer refuses a correct product, if that's your rule.

Sample return and refund policy

Adapt this sample to your products, courier and capacity. It is a starting point, not legal advice.

Where to show your policy

A policy only works if customers see it before they order.

• Website: a policy section or page linked in the footer, plus a short line on product pages, such as "7 day size exchange".
• Facebook: in a pinned post, your Page's intro, and in saved Messenger replies.
• Checkout: a short note near the confirm button.
• Packaging: a small card with the key rules and your contact number.

Handling a return smoothly

1. Reply quickly and calmly, even if the customer is upset.
2. Ask for photos or a video and the order number.
3. Decide using your written policy, not your mood that day.
4. Arrange the pickup or tell the customer how to send it.
5. Check the product when it arrives.
6. Send the exchange or refund, and message the customer with the details.
7. Update the order status and stock.

On EasyMall, marking an order as cancelled or returned in the orders dashboard puts the items back in stock automatically, so you don't sell something you no longer have or forget something you do.

Common policy mistakes

• "No return, no exchange" with no exceptions. It scares away careful buyers.
• Copying a big brand's policy that you can't actually honour.
• Vague words like "within a few days" instead of a clear number.
• Not applying it consistently, which leads to arguments when customers compare.
• Hiding the policy so customers only learn about it after a problem.

Publish your policy with EasyMall

With a free EasyMall store you can edit every section of your website, so adding a clear return and refund policy takes a few minutes. Upload your policy as a file to the AI chat assistant too, and it can answer "return korte parbo?" in Bangla, Banglish or English at any hour.

Create your free store and publish a policy your customers can trust.