return policy It is essential for any business dedicated to sales, whether physically or online. But this is not the same for all companies, rather each one of them has the right to decide your own conditions of sale. Even so, there are a series of issues that must be followed when deciding what our return policy will be, so that, in this way, it complies with the legislation.
What is the return policy?
Let’s start at the beginning: a good definition.
The return policy in eCommerce is a document that includes the procedures to be followed, both by the company and by the client, in the event that the latter regrets the purchase made and wants to return the purchased product.
This document must be present in a visible place on the web and written in such a way as to turn an apparently negative decision into something positive or, at least, neutral. Remember: there can be many reasons to request a return in eCommerce, and a correct management of this procedure can lead to a new purchase or to the loyalty of your customer.
There are five key points to take into account so that the return is made correctly and legally.
1. Fourteen days to return the product
The law states that the client has a minimum period of 14 days to be able to return the purchase. Even so, the company has the right to decide if it wants to maintain this term or extend it, but it can never reduce it. In addition, if it is a delivery of several packages, the term of return will have to start counting since the arrival of the last packet.
2. It is not mandatory to justify the reason for the return
The customer is not required to justify the reason for returning the product, nor can he be penalized for having made the decision to return it.
3. Correctly inform the customer about their right to return
If it is the case that the company has not properly informed the customer of their right to return, it will be penalized, being forced to increase the return period, turning the 14 days into 12 months.
4. The company has the obligation to return the entire amount paid by the consumer
When a consumer resorts to the return policy, it is because they want to be paid the amount of the purchase, which is why the company is obliged to return the entire amount, including the initial shipping costs. In the event that the consumer has chosen a more expensive method of payment, it will be he who will have to bear the costs. It should be noted that if the payment is not made within the period of 14 days, You have the right to claim it in duplicate.
5. The buyer has to bear the expenses derived from the return of the product
The expenses derived from the return of the product must go at the buyer’s expensebut it must be taken into account that for a return to be accepted, it is essential to present proof of purchase and the product must be in perfect condition.
Examples of how to set up a return policy
Although each company can create its own return policy, it is advisable to adapt it to the current model of the Return Policy of the , in order to avoid problems with the consumer. In the eCommerce sector we can look at two giants, like Zalando and Amazon.
These two, just like physical stores, also have their own conditions of sale. Zalando gives the consumer the opportunity to return their purchase up to 100 days after you have received it, as well as ensure that the shipping is free and they refund the money to us. Instead, Amazon gives the user between 30 days and 2 years to return defective products, but these, instead of refunding the money, change the product for a new one. Having a good return policy can help create a good relationship with the clientas well as, can be of great importance for the positioning of our company.
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