Author
Tessa Stoppelenburg
Date
February 17, 2025
Category
Informative
As a webshop owner, you've probably experienced it before: customers returning products that are obviously worn, opened or damaged. A waste of your time, money and energy. But this is not the only reason why clear return conditions are essential for webstores; as a merchant you also have certain obligations to your customers with regard to correctly informing them about your return conditions.
In this article you'll find out what return conditions are, how to set the right conditions and what obligations you have to take into account. We've also prepared some examples of return conditions for you which you can use for free.
What are return conditions?
Return conditions are the conditions a return must meet in order to be accepted for refund or exchange. These include the condition of the returned product and packaging, the return period - how long after receiving the product can it be returned - and who pays for the return costs - webshop or consumer.
The return conditions have their origins in the EU-level right of return, which states that customers have the right to return their item within a statutory period of 14 days from receipt without giving a reason. This is because with distance buying there is no physical contact between buyer and seller, and products can only be viewed, tested and/or tried on upon receipt.
There are various reasons why a product is returned: the customer has changed their mind and may regret the purchase, the product deviates from the description on the website or there is simply something wrong with the product. The return conditions therefore clarify which rules apply under which circumstances.
Why should a webshop have return conditions?
The right of return is part of EU consumer law. This includes the obligation for webshop owners to inform customers of the right of withdrawal and to place a model withdrawal form on the website. But in addition to the legal obligations, it can also be of great benefit to you as a merchant if you clearly define the return conditions:
- Return costs: Even though the customer has the right to return the product, as a merchant you do not necessarily have to bear the return costs. However, this only applies when you clearly state this on your website.
- Exceptions on returns: There are certain products that are excluded from the right of return. For example, hygiene products or products that have limited durability.
- Protection: Clear return conditions help avoid returning products that you can no longer resell. By clearly indicating which products may be returned and in what condition, you can avoid used returned products or items with opened packaging.
- Avoid unnecessary returns: With clear return conditions, you can prevent certain returns, for example by stating that defective products do not have to be returned if the return has already been approved based on a photo.
- Customer satisfaction: Transparent return conditions contribute to an optimal customer experience. Moreover, many people take an online store's return conditions into account in their purchasing decision.
What return conditions are mandatory?
The EU has legislated the right of return. This includes a 14-day period in which the customer may return online bought products without reason. One of the obligations for you as a merchant is to provide a model withdrawal form for the customer to give them the opportunity to register their return. Nowadays, the model form can easily be replaced by a digital return form. Not only is this much more user-friendly for your customer, you can collect return data much better with a digital form.
Apart from the model withdrawal form, you must state the return period on your website. You can stick to the statutory 14 days for this, or you can choose to offer a longer return period. Research has shown that a longer return period leads to fewer returns. In addition to the return period, also include the refund periods and who pays the return costs - as you are not obligated to bear them. Finally, mention the exceptions to the right of withdrawal and the conditions under which the customer may try the product. For example, if damage has occurred during initial use, the customer is required to compensate for it in order to retain the right of return, if this is stated in the return conditions.
Are there any exceptions to return conditions?
Certain products are excluded from the right of return, for example products with limited durability, hygiene products or products from which the seal has been broken. Another exception is custom-made products. Since these cannot be resold, they are excluded from the right of return. Booked travels, magazines, newspapers and vending machine sales are also excluded from the right of return.
Make sure you clearly state the exceptions for each product (category) in your return policy. This ensures a transparent return process, not only for your customers, but also for yourself. When you have clearly stated your return conditions, the internal return process also results in fewer headaches. For example, use a returns solution such as Returnless to automatically check your returns using return rules. This automatically approves normal returns - those that don't require attention. Returns where the return period has expired or a product is defective are automatically rejected or a notification is created for this.
Examples of return conditions.
Want to make sure you've included all the necessary details in your return policy? Or would you like to refresh your return conditions to optimize your return process? Below are two examples, one for the fashion industry and one for the electronics industry. Adjust our templates where necessary, so that the return conditions fit well with your webshop. To make this even easier, the details you need to change are in parentheses.
Return conditions
Is your package not to your liking? How annoying! Of course we want to solve this quickly for you. Within [return period] after receipt you can return a product. Our return service is possible for products that meet the following conditions:
- The product is complete, in original condition and undamaged.
- The product has original labels, tags and/or cards.
- The product is in its original undamaged packaging (if possible).
- The product is unworn and unwashed.
How can I return my order?
Through the link below you can easily register your return. Fill out our return form and choose your preferred shipping method.
[Link to digital return form]
Would you rather use the European model withdrawal form? This is also possible, but not mandatory. This is how you let us know that you are abandoning the purchase. You can download this form [here].
How long do I have to return my order?
According to the right of withdrawal, you have 14 days for reflection after receiving your package. [However, we want to give you a little more time to make your choice. Therefore, you have [x] days to register your return]. Once you have registered the return, you have another 14 days to return your package.
Can I return fitted products?
Of course you can try on the products you have received. Make sure not to wear them [and not to break the seal of hygiene-sensitive products]. If we see damage or wear that shows that more has happened than just trying on the product, we will reduce the amount you get back by the decrease in value caused by this.
What is the cost of returning my order?
[Returning our products is completely free of charge].
[For returning packages you pay only €[0.00]. This will be deducted from the amount you get back from us].
What happens when I have returned my order?
Once your package is at the parcel point, you will be informed of the return process. We will notify you when the return package arrives, when we will process it and when you will receive your refund. [If you return the whole package, we will also refund the delivery costs, unless you have chosen a more expensive delivery method when ordering]. Upon receipt of your return, we will process it within [x] days at the latest.
How long will it take to receive my refund?
Once we receive your return package, we will refund your purchase price [and any delivery costs] within [x] days. We may wait to refund you until we have received the return or until you have proven that you sent it back. The amount will be credited back to your chosen payment method.
Which products cannot be returned?
Due to hygienic reasons, these products are excluded from our return service when the seal is broken:
- [Enter products that apply here. Some examples below].
- Insoles and non-slip soles;
- Underwear;
- Shapewear;
- Socks and tights;
- Swimwear.
The following products are also excluded from our return service:
- Custom or personalized products;
- Gift certificates and cards.
My question is not listed here
Do you have any other comments or questions about our return service? If so, please contact us at [link or contact information].
Return conditions
Is your package not to your liking? How annoying! Of course we want to solve this quickly for you. Within [return period] after receipt you can return a product. Our return service is possible for products that meet the following conditions:
- The product is complete, in original condition and undamaged.
- The product has original labels, tags and/or cards.
- The product is in its original undamaged packaging (if possible).
- The product has not been used.
How can I return my order?
Through the link below you can easily register your return. Fill out our return form and choose your preferred shipping method.
[Link to digital return form]
Rather use the European model withdrawal form? This is also possible, but not mandatory. This way you let us know that you renounce the purchase. You can download this form [here].
How long do I have to return my order?
According to the right of withdrawal, you have 14 days for reflection after receiving your package. [However, we want to give you a little more time to make your choice. Therefore, you have [x] days to register your return]. Once you have registered your return, you have another 14 days to return your package.
Can I try on ordered products before returning them?
Of course you can try on received products as you would in a store. If we see damage or wear and tear that shows that more has happened than just judging the product, we will reduce the amount you get back by the depreciation that this has caused.
What is the cost of returning my order?
[Returning our products is completely free of charge].
[For returning packages you pay only €[0.00]. This will be deducted from the amount you get back from us].
What happens when I have returned my order?
Once your package is with the supplier, you will be informed of the return process. We'll notify you when the return package arrives, when we'll process it and when you'll receive your refund. [If you return the entire package, we will also refund the delivery charges, unless you chose a more expensive delivery method when ordering]. Upon receipt of your return, we will process it within [x] days at the latest.
How long will it take to receive my refund?
Once we receive your return package, we will refund your purchase price [and any delivery costs] within [x] days. We may wait to refund you until we have received the return or until you have proven that you sent it back. The amount will be credited back to your chosen payment method.
What products can't I return?
The following products are excluded from our return service:
- [Enter products that apply here. Below are some examples].
- Sealed products where the seal has been broken and where the specifications, characteristics and nature of the product are already perfectly clear in the packaging (e.g. batteries, ink cartridges, USB sticks, cables, lamps).
- Products that cannot be returned for hygienic or health reasons because the seal has been broken.
- A digital product that is not on a physical medium, such as an e-book, game or app.
- Gift cards and vouchers.
- Software subscriptions and products.
- Music, movies, games and computer software whose seal has been broken.
- Custom or personalized products.
Returnless is ready to help you set up your return conditions.
Clear and transparent return conditions are essential when you run a webshop. You can save money by defining who bears the return costs and by preventing returns outside the return period. Returnless is happy to help you set up your return conditions. Moreover, you can easily automate the return process with Returnless' return rules. You determine in advance what needs to happen with each type of return. This saves a lot of manual work and therefore personnel costs. In addition, you can also retrieve the reasons for returns and anticipate them in the future, allowing you to reduce your return costs even further.
Have we piqued your interest? Then arrange a demo with one of our experts or create a free trial account to discover Returnless for yourself.
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