Refund policy
Core Policy Structure
Return window
- 30 days from delivery is the industry standard and builds trust — shorter (14 days) can hurt conversion, longer (60-90 days) can be a differentiator if your margins support it.
Condition requirements
- Unused, in original packaging, with all accessories/manuals included
- For gadgets specifically: state clearly if items must be uninstalled/unused (e.g., a water filter or air purifier that's been used may not be resellable)
Non-returnable items (common for this niche)
- Clearance/final sale items
- Items with hygiene concerns (if you sell anything like water-related gadgets)
- Gift cards
Refund Process
- Customer requests return via email or a returns portal (Shopify apps like Loop or Return Prime automate this)
- You approve/issue a prepaid label or ask them to ship back
- Refund issued within 5-10 business days after you receive and inspect the item
- Refund goes to original payment method
Who Pays Shipping
This is your biggest lever:
- Defective/wrong item → you always cover return shipping
- Changed mind / doesn't fit need → customer pays return shipping (deduct from refund or charge separately)
- Some stores offer free returns as a trust signal — worth it if your margins allow
Extra pieces specific to gadgets
- DOA/Warranty clause: separate from returns — if a gadget breaks within 30/90 days from a defect, offer replacement, not just refund
- Restocking fee (optional, 10-15%): common for opened electronics, but can hurt reviews if not communicated clearly upfront
- Exchanges: explicitly allow size/color/model swaps if applicable