Writing a shipping and returns policy customers trust
What to include in your shipping and returns policy, and how a clear policy reduces support messages and disputes.
EvoAstra team14 Nov 2026 · 3 min read- Clear timelines and costs reduce support messages
- Say exactly what can be returned and how refunds work
- Show the key points on product pages, not just a policy page
Customers read your shipping and returns policy when they are deciding whether to trust you, and again when something goes wrong. A clear policy wins the first sale and avoids arguments later.
What to cover on shipping
- Where you ship and any areas you cannot serve
- Dispatch time and typical delivery time by region
- Shipping charges and any free-shipping threshold
- Cash-on-delivery availability and any charge
- How tracking works
- Day 0Order confirmed
- Day 1Packed and dispatched
- Days 2-5In transit with tracking
- DeliverySigned and rated
What to cover on returns
Say which products can be returned or exchanged, the time window, the condition required, who pays for return shipping and how refunds are made. Be specific about exceptions such as innerwear, personalised items or perishable goods.
- Returns accepted as per policy
- Refund in some days
- Exchange within 7 days of delivery
- Refund to original payment within 5-7 working days
Put it where people look
A link in the footer is not enough. Show the essentials, such as delivery estimate and return window, on product pages and at checkout.
Keep it legal and fair
Your policies should reflect consumer protection rules, including India's e-commerce rules, and your payment gateway's requirements. If in doubt, ask a legal professional to review it.
- Delivery times by region
- Shipping charges
- COD terms
- Return window and conditions
- Refund method and time
- Contact for help
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