How to Write a Return and Refund Policy Customers Trust
A clear return policy reduces disputes and makes new customers more willing to order. Here is what to include, and a structure you can adapt.
Review Mark Team ·
Many shoppers ask “Can I return it?” before they order. A clear, fair answer, written where everyone can see it, removes doubt and prevents arguments later.
What your policy should cover
- Time limit: how many days after delivery a customer can ask for a return or exchange.
- Condition: unused, with tags, in the original packaging.
- Exceptions: items that cannot be returned, such as innerwear or custom-made products.
- Wrong or damaged items: what you will do, and that you will pay the delivery charge.
- Change of mind: whether allowed, and who pays the delivery charge.
- Refund method and time: bKash, bank or cash, and within how many days.
- How to start a return: who to message and what to send (order number, photos).
A simple structure
“You can ask for an exchange or return within [X] days of delivery. Products must be unused, with tags and original packaging. If we sent a wrong or damaged item, we will exchange it and cover the delivery charge. For change-of-mind returns, the customer pays the delivery charge. Refunds are sent by [method] within [X] working days after we receive the product. To start, message us your order number and a photo.”
Adapt the details to your business, and make sure your team follows it every time.
Where to show it
- A pinned post on your Facebook page.
- A page on your website, linked from the footer.
- A short version on a card inside every parcel.
Why it matters for your rating
Return policy is one of the ten areas Review Mark scores for product brands. A fair policy that is applied consistently is one of the fastest ways to reduce angry reviews.
Not sure where your brand stands? Request a Free Assessment and we will show you what customers see.
Frequently asked questions
Do I have to accept returns?
You must fix wrong, faulty or misrepresented products. A change-of-mind policy is your choice, but it builds trust.
How long should the return window be?
Three to seven days after delivery is common for clothing and lifestyle products in Bangladesh.
