1、 Basic rules for returns and exchanges
time limit
Usually within 7-30 days (it is recommended to clearly indicate, such as "returns and exchanges within 15 days after receipt").
Special products such as underwear, swimwear, and customized items may not be eligible for returns or exchanges and must be clearly marked.
Product status requirements
Unopened, unused, and with intact tags, it does not affect secondary sales.
If returns or exchanges are due to quality issues, photo/video evidence (such as defects, color differences, etc.) must be provided.
Return and exchange type
Return and refund: Full or partial refund (deducting shipping fees depending on the situation).
Exchange: Supports changing codes/colors for the same product, or changing to other products within a specified range.
Refund only: applicable to undelivered goods or serious quality issues.
2、 Special case handling
Freight cost borne
Non quality issues: The buyer usually bears the round-trip shipping cost.
Quality issues/wrong shipment: The seller shall bear the shipping cost (freight subsidy or collect payment can be provided).
Promotional products/clearance items
It is necessary to clarify whether returns and exchanges are supported (for example, if "special offer products are not eligible for returns and exchanges", advance notice is required).
International orders
It may involve tariffs or high shipping costs, and the return and exchange process needs to be explained separately.
3、 Operation process (step-by-step explanation)
Application channel
Submit the application through the online store backend or contact customer service for manual processing.
Return and send back
Provide a return address and suggest using traceable logistics (such as SF Express, Cainiao).
Refund time limit
Complete the inspection and refund within 3-7 working days after receiving the return (specific payment method can be specified and the time of receipt can be indicated).
4、 Precautions
Customized products (such as printed T-shirts and engraved accessories) usually do not support returns or exchanges without reason.
Seasonal products (such as Christmas sweaters) are recommended to have a shorter return and exchange period (such as 7 days).
Privacy issue: Returns and exchanges of close fitting clothing must comply with hygiene regulations (such as some countries requiring sealed packaging).
5、 Policy optimization suggestions
Clear display: Multiple reminders of return and exchange rules on the product details page, shopping cart, and settlement page.
Extension period: "Extend return and exchange period to 30 days" can be launched as a promotional highlight (such as exclusive for new customers).
Environmental option: Encourage exchanges instead of returns, provide point compensation to reduce waste.
Example template:
We support 15 day no reason return and exchange (provided the product is in good condition), and free return and exchange for quality issues. Please keep the original packaging and contact customer service to obtain the return number. The refund will be processed within 3 working days after inspection
According to the positioning of the store (such as high-end brands or affordable fast fashion), the policy flexibility can be adjusted to balance costs and user experience.