What a Shop's Returns Page Should Tell You

A returns policy is a promise about what happens when things go wrong. The useful ones answer six questions plainly.

The six questions

1. How long do I have? A number of days, and whether it counts from purchase or delivery.
2. What condition must the item be in? Unworn, tags attached, original packaging.
3. Who pays for return shipping?
4. How is the refund paid? To the original method, or as store credit.
5. How long does the refund take?
6. What is excluded? Sale items, personalised items and intimate goods often are.

Signs of a policy you can rely on

• It is linked from the product page and the checkout, not hidden in the footer.
• It uses numbers and dates, not phrases such as "at our discretion".
• It gives a real contact route for disputes.

Signs of trouble

• Refunds only as store credit, with no exception for faulty goods.
• A restocking fee that is not shown until you ask.
• No policy at all.

Protect yourself anyway

Save a copy of the policy on the day you buy. Keep the order confirmation. Photograph the item before sending it back, and use tracked delivery. If a refund does not appear, the payment protections described in buying pre-owned safely apply to new goods as well.