6 steps guide dropshipping retrun policy-(Free 6 templates from top sellers)

Selling your product to a customer and receiving payment might not be the end of the sales process. You need to be prepared for situations where customers return products or are unhappy with your service.

To prevent confusion, frustration, and the potential loss of customers, it’s imperative that you have a clear return policy for your retail store. Having a return policy that is set in stone is important for your business as it allows you to standardize your process to better keep track of goods being returned. It can even help you to discover any unusual return patterns or issues with a particular batch of goods..

But before we dive into how to write a return policy for your store and implement a system to handle requests, let’s talk about why it’s so important to get returns and exchanges right.

1. How customer returns impact your business
2. An Effective Online Return Policye
3. [How to write a return policy](#how-to-writ-. Choosing a service to power your process
4. Strategies for more profitable returns and exchanges
5. Making the most of returns and exchanges
6. 6 return policies templates from top stores

How returns and exchanges impact your business

Getting a return request can be painful both financially and emotionally.

Refunding a customer’s order can result in a loss of profitability on orders, and knowing that someone disliked your product can be disheartening for business owners that strongly believe in the benefits of what they sell.

For these reasons, it can be tempting to ignore the reality of returns and exchanges and leave the mounting problem unaddressed.

The pitfalls of a poorly implemented return policy

Over time, however, customer complaints about your return policy can start to filter onto social media, showing up as comments under your ads or even in Google searches about your business. This is where a poorly implemented returns system starts to negatively affect your overall reputation as a business. If bad sentiment about the buying experience starts to spread online, it is likely you will see a drop in conversion rate.

Processing every return manually and dealing with customers on a case-by-case basis can also be expensive for your business operations and exhausting for customer service employees. If the time and expense to process a return or exchange isn’t monitored and optimized, it can even prevent you from scaling your business.

At some point, most businesses will need to figure out a solution for returns and exchanges that benefits themselves and their customers.

The advantages of a customer-centric return policy

Many innovative businesses have recognized that a customer-centric return policy is a powerful marketing tool.

According to UPS, 68% of shoppers check a website’s return and exchange policy before making a purchase. That’s why many brands now advertise “free”, “easy”, “no-hassle” returns and exchanges to increase conversion rates and purchases.

A return policy that benefits the customer is often the differentiator between businesses with a strong repeat purchase rate and those that rely on one-time purchases only. As the cost to acquire customers rises, many businesses are looking at how to retain customers and increase their lifetime value.

Although a return or exchange may not make a business profitable on first purchase, the better customer experience is more likely to lead to a higher retention rate and long-term revenue growth.

Lastly, your reputation will benefit most from offering easy returns and exchanges to customers. According to Nielson’s Global Trust in Advertising Report, 66% of people surveyed trust consumer opinions posted online. These positive customer reviews and word-of-mouth recommendations about the buying experience will pay off as free marketing for your business that will allow it to thrive in the long-term.

An Effective Online Return Policy

Many customers prefer to be aware of a store’s return policy before they make their purchase. If an item isn’t the right size or they feel that it’s slightly different from the photos on your website, they want to know their options. Having a return policy that isn’t customer friendly can significantly impact your business and may result in potential customers being turned away by word-of-mouth.

The following checklist can help you to address all the points that your online returns and refunds policy should include:

• Are you prepared to offer a return on all purchases made on your eCommerce store, with a 100 percent refund, if the customer isn’t satisfied? If so, whose responsibility is it to refund the shipping cost?
• What are your deadlines for accepting returns? Will you have different deadlines depending on the item, or will you use the same criteria for all of your stock?
• What is the procedure for returns?
• What is the address for returns; is it the same as your retail store?
• Are gifts able to be returned or exchanged without a receipt? As mentioned earlier, this is potentially risky due to people trying to turn a profit through fraudulent refunds.
• Do you have policies in place to prevent the return or refund “on-sale” items?
• Do items need to be in their original condition and/or in the original packaging? This is an important thing to consider, as items that are not able to be sold as new might cause losses for your business.

With around 30 percent of goods purchased online being returned, it’s important to have a clear and concise return policy so that your business and its goods are protected.

How to write a return policy

The first step to setting up a system to handle returns and exchanges is formalizing your policy so you can communicate it clearly to your customers. A written return policy allows you to treat all requests the same, and avoid the tendency to handle things on a case-by-case basis, which is often less productive and more expensive.

Policies will vary depending on the logistics of your business and the products you sell, but every policy should cover the following basics:

• What items can be returned
• What items can be exchanged
• What products are “final sale” (non-returnable, non-exchangeable)
• When things can be returned or exchanged (e.g. 30, 60, 90 days post-purchase)
• In what condition can items be returned (e.g. lightly worn, with tags still on, etc.)
• What products can be returned for (store credit, refund, a product of equal value, etc.)
• How to initiate a return or exchange (e.g. an email address to contact or a web page to visit)

Where to surface your return policy

It is not enough to have a well-written return and exchange policy—you must also make sure that customers see it before they buy. When talking to a frustrated customer who is trying to return an item marked as final sale, simply telling them it’s their fault for not reading the policy is unlikely to resolve the issue.

Include links to your policy in several hard-to-miss places throughout your website to save time going back-and-forth with customers who did not see the policy. A few key places to list your policy include:

• Your website footer
• FAQ page
• Product page
• Cart
• Checkout

Chubbies includes a link to their return policy in clear view on the product page.

If the return and exchange policy is clearly outlined on your website, so that it can’t be missed by customers, the right expectations will be set before the purchase is made. There will likely be some customers who are unsatisfied with your store’s policy, but hiding the policy in fine-print only leads to more frustration.

Choosing a service to power your process

Just like having a formal return and exchange policy will help eliminate some of the hours spent on customer service, using the right services for processing returns and exchanges will save you both time and money on the fulfillment and operations side.

Shopify Shipping

Shopify has built-in features that allow you to manage returns and exchanges, including the ability to generate return shipping labels for orders. Return labels are “pay on scan”, which means return labels are only charged once they have been used. Shopify merchants benefit from steep shipping discounts with carriers.

Return and exchange apps, like the ones below, make processing returns and exchanges more self-serve for customers by offering a portal where they can make a return request, download a return shipping label, or choose products they want to exchange an item for.

Return Magic

Used by over 2,000 ecommerce stores, Return Magic is a return and exchange solution that easily integrates with your existing logistics system.

Return Magic also uses the Shopify product tags to allow businesses to set up customized rules for returning and exchanging certain products:

For businesses that sell a wide variety of products with different return rules, being able to customize your policy with these triggers can save valuable time going back and forth with customers.

Advanced features like these prove that return and exchange rules don’t need to be one-size-fits-all. Special circumstances, like buying during a flash sale, can still be taken into consideration within an automated system.

Returnly

Returnly is one of the larger self-service returns providers for ecommerce stores. The app provides online stores with their own customizable “Returns Center”, which customers can sign into using their order number or email address to access their past purchases and select items they wish to return.

Outdoor Voices’ return center using the Returnly app.

On the merchant side, Returnly offers the option to purchase pre-paid shipping labels through the app and get access to their shipping rates, or the ability to upload your own shipping labels to send to customers. This customization extends to almost all other aspects of the return flow, where you can decide what products customers can return or exchange, who pays for the shipping label, and whether they are given a store credit or full refund.

One of Returnly’s main differentiators is its Instant Refunds feature, which offers customers a store credit they can use to reorder before sending back their original purchase. If the customer does not return the product but uses the Instant Refund credit, Returnly covers the cost. By providing an immediate store credit, Returnly found that shoppers were 3 times more likely to purchase again from the store. This feature helps transform returns and exchanges into repeat purchase opportunities for a business.

Build stronger relationships with Shopify Ping

Shopify Ping connects to the messaging apps you already use to bring all your conversations into a single mobile location, making it easier to respond to questions and build relationships with customers—even when you’re on the go.

Get Shopify Ping

Strategies for more profitable returns and exchanges

An unavoidable consequence of offering returns and exchanges to customers is that it isn’t cheap. Although you can cut down on customer service hours with an app, the shipping fees associated with returning a product and restocking it can still threaten your profitability.

However, there are a few ways to minimize your losses while still offering returns and exchanges to customers.

1. Turn returns into exchanges

The difference between returns and exchanges is most prominent when looking at profitability. When a customer returns a product for a refund, the business usually loses money on the customer acquisition and return shipping costs, plus they need to refund the customer any profit made on the original order.

With an exchange, the loss is often less detrimental. With strong product margins, offering a replacement product instead of a full refund can keep your business cash flow positive.

A common way to encourage exchanges over returns is by only offering to cover the cost of return shipping if the customer chooses to exchange the product.

When presented with the three options above, the choice to get a store credit or new product may be more appealing to those who have not fully sworn off your brand. Convincing customers to give your brand a second chance with a new order can also help improve lifetime value, as they are more likely to come back and purchase again if they are satisfied the second time around.

Chubbies takes this extra value-add for exchanges a step further, by offering an additional $10 in purchase value if customers decide to buy a new product with their return credit:

By only making the exchange option more valuable, and not penalizing customers who just want to return, Chubbies creates a positive customer experience for everyone, while encouraging more customers to choose exchanges instead of returns.

2. Sell product warranties

When a customer chooses to return a product for a refund or exchange, one risk a company often takes on is whether or not they will be able to resell the item. It can sometimes take up to 2 weeks for a product to re-enter stock after a return is initiated, and the time spent in transit and unpacking can often leave it damaged. If the product is expensive, replacing it might not be an affordable option.

For more expensive items, companies may want to consider selling product warranties to customers. Warranties protect businesses against paying to replace damaged products and avoiding disputes over who is to blame.

Warranties can be sold through an app like Clyde, which can be added to your website to put the decision to protect the order back in the customer’s hands:

Warranties like this can also have the potential to unlock a new revenue stream for your business, since the providers often offer a commission on all premiums sold. That way, your customers are protected for a longer term and your business collects a little extra revenue instead of paying for damaged goods.

3. Upsell or cross-sell on exchange requests

Although exchanges are usually more profitable than returns, their profitability can still be narrow depending on the product and its margins. If exchanges are still costly, it might be a good idea to look at upselling or cross-selling on exchanges.

When a customer comes back to your website to use their store credit, there is an opportunity to show them new products they did not purchase the first time around that compliment what they’re exchanging for.

Various Shopify apps can be used to show customers related products at checkout.

In cases where customers cover the cost of shipping on an exchanged item, it may make sense to allow them to add more products to their cart to reach a free shipping threshold. Upselling is also possible when you know the reason for the exchange and can make a personalized recommendation for a higher priced item that addresses the specific needs that weren’t satisfied on their first purchase.

For example, if a customer is exchanging a digital camera because they found that it was too heavy, you can recommend a lighter-weight version that might have a higher price point, but resolves the issue they had with their first order.

Looking at every exchange as a new opportunity to increase order value by upselling or cross-selling, the incentive to convert more returns into exchanges becomes clear.

Making the most of returns and exchanges

No matter how much effort you put into your product and customer experience as you grow your business, chances are you will still encounter a few unsatisfied customers along the way.

How you decide to deal with these unsatisfied customers is an important factor in the staying power of your brand. A company that figures out a relatively painless way to handle return and exchange requests is more likely to retain their customers and have them come back and purchase again or, better yet, tell their friends.

Writing a clear return policy that feeds into a well-thought-out return and exchange system—and regularly optimizing it to make it more efficient—is a powerful way to cut costs and potentially turn a bad customer experience into a net positive outcome for your business.

6 return policies templates from top stores

Below are some basic templates for a return policy that can be adapted to fit your business. Just replace the bolded text with your own policy and use the lists as a guide to ensure you don’t forget to include any important information:

Case 1 - Sephora.com

RETURNS & EXCHANGES

Last Updated: April 9, 2020

Temporary Extended Returns Policy Due to COVID-19
Returns Policy
Sephora.com Purchases
Sephora.com Purchases
Sephora.com Returns by Mail
Sephora.com Returns to a Store Location
Gift Returns
Sephora In-store Purchases
Canadian and International Returns
Sephora In-store Purchases
Canadian and International Returns

Temporary Extended Returns Policy Due to COVID-19

For product purchases made in-store on or after February 15, 2020, we will accept in-store returns, with receipt, within 30 days of re-opening. In-store purchases made on or after January 15, 2020 through February 14, 2020, with receipt, will be given 30 days of stores re-opening to return for store credit. To ease returns for online orders, we have adjusted our current 30-day return policy and increased it to 60 days to be returned to the original method of payment. Sephora reserves the right to revoke or revise the Policy at its sole discretion.

♦ Sephora in-store purchases may be returned if the product is in new or gently used condition within 30 days following the store re-opening with a receipt or gift receipt at a store location for a refund in the same form of payment as your purchase was made. If a gift receipt is presented, you will receive a store credit in the form of a Sephora merchandise credit.

♦ When you return your purchase to Sephora.com by mail, if your new or gently used product is received by Sephora within 60 days of purchase, you will receive the following refund: | Payment method used to make your Sephora.com purchase | If Sephora receives your new or gently used item within 60 days of purchase, the purchase price will be refunded to: | |–|–| | Credit or debit card | Your credit or debit card used to make the purchase.| | PayPal | Your PayPal account.| | Klarna | Your Klarna account.| | Sephora gift card, Sephora online store credit or JCPenney card* | You will receive an online store credit which may be redeemed at Sephora.com.|

• Please return your item(s) to a Sephora Inside JCPenney store in order to receive a full refund on your JCPenney card.

  Returns Policy

If you are not completely satisfied with a Sephora purchase or gift for any reason, please review our return, refund, and exchange policies below for Sephora.com purchases and in-store purchases. Products must be returned in new or gently used condition. Sephora monitors return activity for abuse and reserves the right to limit returns or exchanges at Sephora and Sephora inside JCPenney in all instances. Beauty Insider points and spend associated with all refunds will be removed when the transaction is processed. All returns are subject to validation and approval at Sephora’s discretion.

THIS POLICY IS EFFECTIVE FOR ALL PURCHASES MADE ON AND AFTER APRIL 9, 2020.

Sephora.com Purchases

Sephora.com purchases can be easily returned for FREE (no return shipping or handling fees) to any of our Sephora locations for fast processing or by mail if you use our pre-paid return shipping label (follow the return procedures described below). We regret that we are unable to refund your original shipping charges, if applicable, unless the return was a result of our error. Please allow three weeks for your return to be processed if sent by mail. You will receive an email confirmation once your return has been processed. Your financial institution may take longer to reflect the transaction.

♦ When you return your purchase to Sephora.com by mail, if your new or gently used product is received by Sephora within 60 days of purchase, you will receive the following refund: | Payment method used to make your Sephora.com purchase | If Sephora receives your new or gently used item within 30 days of purchase, the purchase price will be refunded to: | If Sephora receives your new or gently used item within 31 to 60 days of purchase, the purchase price will be refunded to: | |–|–|–| | Credit or debit card | Your credit or debit card used to make the purchase. | An online store credit that can be used at Sephora.com but is not valid for use in Sephora stores.| |PayPal|Your PayPal account.|An online credit that can be used at Sephora.com but is not valid for use in Sephora stores.| |Klarna|Your Klarna account.|An online credit that can be used at Sephora.com but is not valid for use in Sephora stores.| |Sephora gift card, Sephora online store credit or JCPenney card*|An online store credit that can be used at Sephora.com but is not valid for use in Sephora stores.|An online store credit that can be used at Sephora.com but is not valid for use in Sephora stores.| *Please return your item(s) to a Sephora Inside JCPenney store in order to receive a full refund on your JCPenney card.

For more information on how to redeem your online store credit, please go to Customer Service on Sephora.com and click on Payment Methods.

♦ For Sephora.com products returned in one of our free standing stores, rather than by mail, if Sephora receives your new or gently used product within 60 days of purchase, you will receive the following refund: | Payment method used to make your Sephora.com purchase | If Sephora receives your new or gently used item within 30 days of purchase, the purchase price will be refunded to: | If Sephora receives your new or gently used item within 31 to 60 days of purchase, the purchase price will be refunded to: | |–|–|–| | Credit or debit card | Your credit or debit card used to make the purchase. | A Sephora store credit that can be used at Sephora stores but is not valid for use on Sephora.com.| |PayPal|A Sephora gift card.|A Sephora store credit that can be used at Sephora stores but is not valid for use on Sephora.com.| |Klarna|A Sephora gift card.|A Sephora store credit that can be used at Sephora stores but is not valid for use on Sephora.com.| |Sephora gift card|A Sephora gift card.|A Sephora store credit that can be used at Sephora stores but is not valid for use on Sephora.com.| |Sephora online store credit or JCPenney card*|A Sephora store credit that can be used at Sephora stores but is not valid for use on Sephora.com.|A Sephora store credit that can be used at Sephora stores but is not valid for use on Sephora.com.|

*Please return your item(s) to a Sephora Inside JCPenney store in order to receive a full refund on your JCPenney card.

Items purchased on Sephora.com may not be returned by mail or in stores, and will not be refunded, more than 60 days after the purchase date.

Items shipped to Sephora outside of the returns window, not in new or gently used condition, without a Sephora original packing slip, or not purchased at Sephora, may not be credited back or returned to you. We will not offer replacements or refunds for orders or items that are reported missing or damaged that we reasonably believe to have been delivered to a parcel forwarding company.

Sephora.com is unable to offer exchanges by mail; however, we are happy to exchange your new or gently used product in any of our store locations within 60 days of purchase.

If there is a discrepancy between the return policy and procedures printed on the Sephora original packing slip and the information provided above, the information provided above governs the return of your Sephora.com purchase.

Sephora.com Return Procedures

Here are two easy ways to return your item:

1. Sephora.com Returns by Mail

Click here to start or track a return

♦ Include the Sephora original packing slip with your items.
♦ Package your return item in the manufacturer’s product box and Sephora packaging (if available). Otherwise, pack your return in a well-padded envelope or box to prevent damage in transit.
♦ Print the Prepaid Return Label from the link above and mail your return via United States Postal Service.
♦ You will receive an email confirmation when your return is processed.

It takes up to three weeks to process returns and credit your account or to issue an online store credit. Please note that your financial institution may take longer to reflect the transaction.

2. Sephora.com Returns to Store Location

Visit any free standing Sephora store to return a new or gently used item purchased from Sephora.com within 60 days of purchase. Please bring your Sephora original packing slip with you, as well as the credit card you used to place your order.

Gift Returns

If you are returning a Sephora gift that you received by mail and do not want the refund to go to the purchaser, before mailing the return please call 1-877-SEPHORA (1-877-737-4672) to set-up the gift return under your account.

Your refund will be in the form of an online store credit that you can use at any time on Sephora.com. You may also call us at 1-877-SEPHORA (1-877-737-4672) to redeem your online store credit.

Sephora In-store Purchases

Sephora in-store purchases may be returned if the product is in new or gently used condition within 30 days of purchase with a receipt or gift receipt at a store location for a refund in the same form of payment as your purchase was made. If a gift receipt is presented, you will receive a store credit in the form of a Sephora merchandise credit.

For approved returns made 31 to 60 days after purchase, we offer store credit in the form of a Sephora merchandise credit.

Sephora merchandise credit does not have an expiration date, cannot be redeemed for cash (unless required by law), reloaded, transferred to others, or sold and can only be used at Sephora stores (not at Sephora.com or through Customer Service). Sephora merchandise credit will not be replaced if lost or stolen.

Sephora is also happy to exchange your new or gently used Sephora in-store purchase for another product within 60 days of purchase.

We do not accept mail returns for merchandise originally purchased at a retail location.

Canadian and International Returns

See the Canadian Returns or International Shipments sections of Customer Service or call 1-877-SEPHORA (1-877-737-4672) for instructions.

Case 2 - Nordstrom

Returns & Exchanges

To our Nordstrom customers,

Due to increased volume and the impact of COVID-19, we’re experiencing delays in returns processing and your order may take longer than usual to arrive.

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Our Return Policy

We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be satisfied with them. We’ll always do our best to take care of customers—our philosophy is to deal with them fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn are fair with us. We apply refunds to the tender with which returned items were purchased. If we choose to provide a refund and no recordofsales available, we’ll ask for personal identification and a refund will be provided at the current price on a Nordstrom Gift Card.

We do not accept returns of Nordstrom, Nordstrom.com or Nordstrom.ca merchandise at Nordstrom Rack locations. Boutique returns must be processed at the store in which they were purchased.

Frequently Asked Questions

How do I exchange an item?
How are my refunds credited?
[How do I make an makeaninternationalreturnoutsideoftheandanada(#how-do-i-https://www.nordstrom.com/c/return-policy#anchor-link-international-returns “How do I make- an- international- return- outside- of- the-u.s.- U.S. and-c Canada?”)
Whataboutreturnsforpurchasesatordstrom.com?
Do I needreceiptfrommypurchase?
Why ydospecial-occasiondressesandsomedesigneritemshavetagsthatsayifthetagisremovedthegarmentcannotbereturned?
Do you take checks?

How do I exchange an item

For the best service and selection, please order your replacement items online or in the U.S., call 1.888.282.6060, or in Canada, call 1.877.794.5304 for assistance.

Please call customer service in the U.S. at 1.888.282.6060 for assistance returning oversized items, perishable goods or other unusual merchandise.

How are my refunds credited?

All refunds will be credited to your original form of payment or a Nordstrom Gift Card. We offer gift receipts to customers when purchasing gifts. When returning a gift, you’ll receive your refund only on a Nordstrom Gift Card. If we choose to provide a refund and no record of sale is available, we will ask for personal identification and a return will be provided at current price on a Nordstrom Gift Card. (Gift Cards cannot be redeemed for cash unless required by law.)

• Items Returned by Mail: If you ordered by credit card, we’ll credit your account within 14 business days. This will show on your next statement, depending on the issuing bank and/or billing cycle. If you have requested an exchange, your account will be charged for the new item and credited for the return. If you paid with a Gift Card or Nordstrom Notes, we’ll email you an electronic Nordstrom Gift Card. If a credit card was used in combination with a Gift Card or Nordstrom Notes, the merchandise amount charged to the Gift Card or Nordstrom Note may be refunded via an electronic Nordstrom Gift Card.
• Shipping Charges: Unfortunately, we cannot refund shipping charges.

GIFT CARDS

Gift Cards can’t be returned.

WESTIN HEAVENLY® BED

Please call 1.800.285.7344 for inquiries and assistance.

FINE JEWELRY

Please follow the instructions included in your shipment and fill out the return section of the packing slip when returning fine jewelry by mail. Return your package via the carrier of your choice, with return signature required. For your protection, you must insure the package for the value of the item enclosed. Fine jewelry can also be returned to Nordstrom stores that have a Fine Jewelry department. Simply bring the packing slip and/or credit card used when you placed the order.

GREEN SHIPPING

In our continued effort to minimize waste and lessen our impact on the environment, please note that your order may arrive in a slightly used shipping box.

NORDSTROM RACK RETURN POLICY

Please visit the Nordstrom Rack and HauteLook sites for information about their return policies.

Questions? In the U.S., call 1.888.282.6060 or chat with us. In Canada, call 1.877.794.5304 or chat with us.

How do I make an international return outside of the U.S. and Canada?

International Nordstrom.com orders made with Borderfree have a different return process and do not qualify for free returns or merchandise exchanges. For a refund that includes duties, taxes and tariffs, please contact Nordstrom customer service and ask them to send you a Return Merchandise Authorization form on behalf of Borderfree. Then mail the completed form with your item(s) to Borderfree. If you choose to return an international order directly to Nordstrom, you will receive a refund for the merchandise from Borderfree but not duties, taxes or tariffs. Learn more about international returns.

What about returns for purchases at Nordstrom.com?

Simply send your item back or bring it to a store near you and we’ll do our best to take care of you.

Do I need a receipt from my purchase?

Your receipt or order number helps us locate your purchase the fastest. If you don’t have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request. If no record of sale is available and we choose to provide a refund, your personal identification will be required to process the return and the return is provided at current price on a Nordstrom Gift Card.

Do you take everything back?

We’ll do our best to take care of you, but from time to time we cannot accommodate a return.

Is there a time limit? What if the item is worn?

We will do our best to take care of customers and deal with them fairly; we ask that our customers treat us fairly as well. From time to time we may not accept a return. There are no time limits for returns or exchanges.

Why do special-occasion dresses and some designer items have tags that say if the tag is removed the garment cannot be returned?

If customers need to return a special-occasion dress or designer item, we ask that the item be in the same condition as when they received it, with all packaging included and tags still attached. Customers have told us that it’s important to them that the special-occasion dresses and designer items they’re purchasing have not been worn or used prior to their purchase. Over the years, we have also found that we received a disproportionate number of returns that appeared to have been previously worn in these categories, compared to other categories we sell. To meet our customers’ expectations, we implemented a tag or card to help ensure these items are returned in original condition.

Are there restocking fees?

No.

Why does Nordstrom request my personal identification for a return without a record of sale?

Because of our liberal return philosophy, we have this internal auditing procedure to give us the ability to monitor and investigate refunds and returns without a record of sale.

Do you take checks?

Checks will no longer be accepted as payment for merchandise. However, checks will continue to be accepted for payment on accounts.

How do you process my return if I paid with PayPal (U.S.)?

If the full amount of your purchase was made with PayPal, your refund will be credited to the same PayPal account. If your PayPal purchase included a Nordstrom Note or Nordstrom Gift Card, your refund will be credited to your PayPal account in separate amounts. If your return is made in store, you’ll receive your refund in the form of a Nordstrom Gift Card.

Case 3 - Asos

RETURNS & REFUNDS

What is your Returns Policy?

We want to make sure returns are as easy as possible to do, but if you need more information on our Returns Policy, how to returns or the process then scroll down.

Contents

• Returning an unwanted item?
• After that?
• What happens to my return if I ordered using Klarna?
• Original condition
• Responsibility
• Fair use
• Final Sale
• Want to exchange an item?
• Returning a faulty or incorrect item?
• Returns have gone online!
• [What happens to my return if I ordered using Klarn)

Returning an unwanted item?

We get it, sometimes something just doesn’t work for you and you want your money back. As long as an item is still in its original condition, we accept returns for free, subject to the rules below, which includes rules around fair use. None of these rules affect your statutory rights.

If you return an item within 28 days of the item being delivered to you or available for collection, we’ll give you a full refund by way of the original payment method. If you return an item within 29 and 45 days of the item being delivered to you or available for collection, we’ll give you an ASOS gift voucher for the amount equivalent to the price you paid for the item. To find out more about returning items between 29 and 45 days, click here. We aim to refund you within 14 days of receiving the returned item. If you request a refund for an item during the above time frames but you can’t return it to us for some reason, please get in touch - but any refund will be at our discretion.

After that?

We don’t accept returns for unwanted items after the relevant returns period above. If you try to make a return, we may have to send it back to your default delivery address and ask you to cover the delivery costs.

What happens to my return if I ordered using Klarna?

If you’ve placed an order with Pay in 4 Payments with Klarna, you’ll be paying for your order in regular instalments. If you return an item within 28 days of receiving it, we’ll give you a full refund.

If you decide to return something within 29 to 45 days of it being received, an ASOS gift voucher will be issued to you instead, and any Klarna instalments will still apply. ASOS has no liability to you for these instalments or any additional charges incurred, so make sure to pay them off in full! To find out more about returns with Klarna click here.

Original condition

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds including:

• Face + Body products if opened, used or protective seal is not intact
• Underwear if the hygiene seal is not intact or any labels have been broken
• Swimwear if the hygiene seal is not intact or any labels have been broken
• Pierced jewellery if the seal has been tampered with or is broken.

None of this affects your statutory rights.

Of course, it’s fine to try an item on like you would in a shop, but please don’t actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won’t be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. All returned items should be sent in their original condition and packaging where possible, including tags (e.g., shoes should be returned with the original shoe box).

Responsibility

Returned items are your responsibility until they reach us, so make sure they’re packed up properly and can’t get damaged on the way!

As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return. We’re not responsible for any items that are returned to us by mistake (it happens!). If we’re able to locate the items (it’s not always possible) and you’d like these returned to you, we may ask you to cover the delivery cost.

Fair use

If we notice an unusual pattern of returns activity that doesn’t sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal ASOS customer would order, or the items returned don’t match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we’ve made a mistake, please get in touch with Customer Care and we’ll be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact Customer Care. They’ll give you a returns label although you’ll be responsible for the cost of returning the goods to us.

Please note, we reserve the right to take legal action against you if the items you return don’t match what you ordered.

Final Sale

Please note, products marked as Final Sale are not eligible for return or refund.

Want to exchange an item?

We don’t offer exchanges on orders- if you would like a different size or colour, please return your unwanted item and place a new order.

Returning a faulty or incorrect item?

If you’ve received an item which isn’t quite right click here for more information on faulty products. Or click here for more information on incorrect items.

Did you order from ASOS Marketplace?

If so, please contact the seller directly for return address and instructions.

New online returns policy?

Haven’t you heard? ASOS is going paperless! You’ll no longer receive a paper returns slip with your order- instead, you can create your return through your ASOS account. At the moment you’ll need to print a returns label if you want to return, but we’re working on ways around this so watch this space! Click here for more information on how to return.

Case 4 - Revolve

HOW TO SEND IN YOUR RETURN/EXCHANGE

EXCHANGES

If you would like to exchange your item(s), reserve your exchange item online via your order history or contact customer service prior to returning in person.

POLICY

Because you have enough to worry about right now…

REVOLVE is extending our return policy on orders placed in the months of March through June. We will accept returns within 60 days for a full refund and within 90 days for an exchange. Please feel free to reach out to our customer service team should you have any concerns around getting your return product back to us, we will be happy to help.

A small number of heavily discounted items may be marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit.

For US customers, a prepaid return shipping label will be provided at no charge to return your merchandise (free shipping both ways).

CONDITIONS

Items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached. Please see the tips below for keeping your items in returnable condition:

SHOES

Shoes scuff very easily on any hard surface. Always try on shoes on carpet. Shoe boxes are an important part of the product presentation and must be returned undamaged, along with the shoes.

SWIMWEAR AND LINGERIE

Please try on over underwear for sanitary reasons. Do not remove protective slip.

TOPS AND DRESSES

Please be careful of makeup or deodorant rubbing off on the garment.

TRACKING MY RETURN

DOMESTIC

Your return tracking number is stored in your purchase history. When viewing your history, you can click on the respective order number for your return and the return tracking number will be itemized beneath each item that was included in the order. You can trace your return using that tracking number on UPS.com.

REFUNDS

DOMESTIC

Returns take us 2-3 business days to process upon reaching our facility. Once your return is processed and your refund is issued, you will receive a refund confirmation email. Refunds can take several business days to reflect on your credit card account. This varies depending on your financial institution.

EXCEPTIONS

BEAUTY PRODUCTS

We will accept back beauty products within 30 days provided that they are unused and unopened.

SHIPPING CHARGES

Shipping charges on expedited orders are not refundable.

MODIFIED POLICY

If you return more than $7500 in a 12 month period you may be subject to a modified return policy. We will contact you if you are subject to the modified policy.

BRIDAL GOWNS

All bridal gowns may be returned within 30 days for a full refund or store credit. We cannot accept returns on any bridal gowns after 30 days. Bridal gowns must be unworn and unaltered, and all original tags must be attached.

BRIDESMAID DRESSES

Special orders of 3 or more dresses in one style will be final sale. If you are interested in a particular style, we encourage you to order an in-stock size in the style, if available, before special ordering.

HOLIDAY RETURNS

During the Holiday season (Nov. 1st - Dec 25th), we will accept your return after 30 days so long as it is received by January 10th.

DAMAGED ITEMS

If you receive an item that is damaged, please contact customer service immediately.

AUTHENTICITY/WARRANTY

REVOLVE only carries merchandise that is authentic, first-run, and purchased directly from the designer. Please be aware that even such products are not entirely free of workmanship errors, including occasional missing threads and similar defects. Products subject to distressing as part of the styling are also subject to increased chance of defect and do tend to wear out faster than normal.

Many products, particularly those with distressed styling, do wear out or develop holes with regular wear-and-tear over time. REVOLVE warranties all products to be free of such problems for the first 90 days from the time of purchase, and will replace or refund your purchase in the event such a problem occurs.

After 90 days, we will attempt to assist with repairs, including providing replacement hardware such as lost buttons or broken snaps to the extent these items or repair services are available from the designer, but we will not provide a complete replacement or refund for an unrepairable product after 90 days unless the designer is willing to replace or reimburse the product at this time.

Case 5 - Athleta

Return and exchange policies at a glance

Here’s a quick overview of how our four brands handle returns and exchanges.

For step-by-step instructions on how to return or exchange an item, please see “Returning or Exchanging Items Bought Online” or select a link at left. ![enter image description here](https://i.imgur.com/Sj36k3K.jpg

Returns & Exchanges of Online Purchases

Which items are eligible to be returned or exchanged?

For Gap, Banana Republic and Old Navy:

• Items are in their original condition: unwashed and unworn. Items not in this condition will not be accepted.

  Final sale items (which are marked on your invoice) cannot be returned or exchanged.

  Items which are damaged or defective may be returned or exchanged at any time.

For Athleta:

• Give-It-A-Workout Guarantee. Work it out. If it doesn’t perform, return it.

  Final sale items (which are marked on your invoice) cannot be returned or exchanged.

  Items which are damaged or defective may be returned or exchanged at any time.

For Hill City:

• As of June 18th, 2020, items purchased on or after this date can be returned within 30 days. For purchases made on June 17th, 2020, or before, items can be returned at anytime before January 15th, 2021.

  Final sale items (which are marked on your invoice) cannot be returned or exchanged.

  Items which are damaged or defective may be returned or exchanged at any time.

How do I return items by mail?

Please see our “To return items by mail” instructions [here](https://athleta.gap.com/customerService/info.do?cid=79311&cs=items_bought_online&expand=toreturnitemsbymailBody

toreturnitemsbymailBanner).

How do I exchange items by mail?

Please see our “To exchange items by mail” instructions [here](https://athleta.gap.com/customerService/info.do?cid=79311&cs=items_bought_online&expand=toexchangeitemsbymailBody

toexchangeitemsbymailBanner).

How do I receive my full refund?

To receive your full refund in the original form of payment, the items being returned must meet the criteria for returns eligibility (outlined above), and you must have proof of purchase (see below).

What qualifies as proof of purchase?

Proof of purchase is the original paper invoice(s) included with your order. For returns or exchanges made in stores, the credit card used to make the online purchase can also be used as proof of purchase.

Can I return or exchange items from one brand in a different brand’s store?

If you would like to process a return or exchange at one of our stores, this must be done at a store of the same brand as the items purchased.

If I return a gift purchased online, how will I receive a refund?

Gifts purchased online can be returned in stores or by mail. If you present the gift receipt (or invoice), you will receive your refund as a gift card in the full amount of the purchase price. If you do not have your gift receipt (or invoice), you will receive a merchandise certificate by mail in the amount of the current selling price. Valid ID required.

Can I return a gift purchased online without a gift receipt?

You can return gifts without a gift receipt to stores. You will receive a merchandise certificate in the amount of the current selling price of the item(s) returned. Valid ID required.

Where can I use a merchandise certificate?

Merchandise certificates can be redeemed in store at Gap, Old Navy, Banana Republic or Athleta.

My invoice says an item is “Mail only”. What does that mean?

We offer a larger range of styles, sizes, and colors online than in our stores. Some of these items cannot be returned in stores, and must be returned by mail: these items are marked on your invoice as “Mail only.” As always, returns by mail are free and easy. Instructions for starting a free online return can be found here.

I am interested in purchasing an item that is marked as “Final Sale” on the website, or I have just purchased an item that is marked as “Final Sale” on the invoice. What does that mean?

Final Sale items cannot be returned or exchanged by mail or in stores.

I would like to return an item that I bought with rewards earned from a Gap Inc Credit Card / Rewards Program. What happens to my rewards?

If you return merchandise purchased with Reward Points, the dollar value of the reward(s) allocated to item(s) returned will be converted to Reward Points and credited to your Gap, Banana Republic, Old Navy, or Athleta account within the next 2 billing cycles. If you did not use your account, or if your account is closed, the dollar value of the Reward Point(s) allocated to the item(s) returned shall not be refunded or credited. Returns are subject to store location Return/Exchange policies. Additional restrictions may also apply.

Case 6 - Michaels

Michaels Return Policy

Michaels.com Purchases

With a Receipt (In Stores or Via Mail):

If your Michaels.com purchase does not meet your satisfaction, you may return it within six months (180 days) of purchase. To return an item (excluding sample products), the item must be new, unused and in its original packaging. You may return the item to a Michaels store or by mail. If you want to return an item by mail, follow steps below:

1. Call Customer Care at 1-800-MICHAELS (1-800-642-4235).
2. Our agent will prepare and provide a return shipping label via email.
3. Print the return label and adhere it to your package.
4. Drop-off the package at your nearest UPS location.

Without a Receipt (In Stores):

If you would like to return an item (excluding sample products) but do not have the receipt (packing slip or confirmation email), you will be required to present a valid photo ID (Acceptable forms of ID include U.S., Canada or Mexico Driver’s License, U.S. state-issued ID, Canadian Provincial ID, Passport or U.S. Military ID). Michaels will make every attempt to assist in locating a receipt by offering receipt look-up for online or in-store purchases made with your Michaels Rewards number. For receipts located, returns will follow the Return with Receipt method. The item value will be verified and retained by the Michaels team member.

Refunds:

The appropriate tax amount by item will be included with your refund. Original shipping and handling fees (if applicable) may be deducted from the value of your refund unless the return is a result of our error. Refunds will be issued in the same form as payment originally used for purchase except as specified below:

• Purchases made with a debit card will be refunded as cash.
• A Store Return Card will be issued for all purchases made using a gift card or gift receipt/purchases.

Exchanges:

At this time we do not offer exchanges. If you would like to exchange a product, please return it using our returns process and then place a new order.

**See exceptions below.

Michaels Store Purchases

With a Receipt:

If your Michaels purchase does not meet your satisfaction, it may be returned or exchanged at any Michaels location for full purchase amount.

Refunds will be offered in the original method of payment for six months (180 days), except:

• Purchases made with a debit card will be refunded as cash.
• A Store Return Card will be issued for all purchases made using a gift card or gift receipt.
• Returns purchased with a check require a 10 day waiting period. Check purchases within 10 days may be refunded on Return Card.
• Online purchases made using PayPal will be refunded in cash.
• After six months, refunds will be issued on a Store Return Card for full purchase amount.
• All returns and exchanges must be new, unused and in original packaging, with exceptions for defective merchandise or products.
• Our policy also covers your online purchases that can be returned to any Michaels location or by following the online return instructions on the packing slip, some restrictions apply. In store purchases may not be returned online.

Return without Receipt:

Michaels will make every attempt to assist in locating a receipt by offering receipt look-up for purchases made with a credit, debit card, or rewards number. For receipts located, returns will follow the Return with Receipt method.

• For returns in which the receipt cannot be located, a valid photo ID (U.S., Canada or Mexico Driver’s License, U.S. state-issued ID, Canadian Provincial ID, Passport or U.S. Military ID.) must be presented by customer and will be recorded at the time of the return.
• Information from a customer ID will be retained in a secure database solely for purposes of refund authorization and fraud prevention.
• Refunds will be given at the item’s lowest price sold within the previous 90 days.
• Refunds will be in the form of a Store Return Card and/or merchandise exchange.

At this time we do not offer exchanges. If you would like to exchange a product, please return it using our returns process and then place a new order.

Exceptions to General Return Policy:

• Cricut® Products are returnable or exchangeable only if the packaging is unopened and a receipt is provided. Items damaged or deemed defective during the manufacturer’s warranty period must be returned directly to the manufacturer, except returns as required by law.
• Gift Cards and Prepaid Cards are not returnable or exchangeable, except where required by law. See Terms and Conditions for more information.
• Custom Framing orders may be reworked at the same store location within 14 days of pickup.
• Classes are refundable up to start date of class, in store only.
• Michaels reserves the right to limit returns or exchanges.

Case 7 - Zappos.com

SHIPPING & RETURN POLICY

FREE SHIPPING

Zappos always provides FREE standard shipping on ALL orders – no minimums or exclusions! Some customers may qualify for upgraded shipping at no charge – check out our mobile app or Zappos VIP for details.

FREE 365 DAY RETURNS

Return shipping from anywhere in the United States is always FREE. If you are not 100% satisfied with your purchase from Zappos, you can return your qualifying item(s) for a full refund within 365 days of purchase – no catches or exceptions! Returns must be unworn with the original tags attached (including the security tag, if applicable) and with the original packaging; returned merchandise that does not satisfy these requirements may not qualify for a refund. Click here to start your easy self-service return, or contact us. If you have received defective, damaged or incorrect merchandise, please contact us directly.

Once we receive your qualifying return and approve your refund, Zappos will credit your original method of payment. Depending on your financial institution, please allow an additional 2 – 10 business days for the credit to post to your bank or credit card account.

EXCHANGES

You also have the option to exchange an eligible order instead of returning it for a refund. You may be able to process an exchange yourself for certain eligible orders in your Zappos.com account. If an order is eligible, you will see an option in your account to select an item to exchange, and will be provided the instructions and terms that apply to your exchange.

If an exchange option is not available in your Zappos.com account, you can contact us to initiate your exchange. Our exchange process is slightly different than others because we want to get your new order to you faster! The funds from your original order will be immediately transferred to an e-Gift Card when the exchange is initiated. Zappos will then apply the e-Gift Card to your replacement order. We just require the original order be returned within 14 days (Zappos will provide a free return label). If we do not receive the original order back within 14 days, the credit card on file will be charged the full amount of that order. However, if the replacement order is subsequently returned, Zappos will issue the refund back to an e-Gift Card for the full amount (less any shipping charges from the original order) instead of the original method of payment.

SHIPPING DESTINATIONS & SPEEDS

Zappos ships anywhere in the United States, and to all US territories and military APO/FPO addresses.

Just because shipping is free, doesn’t mean it should take a long time. Zappos offers 3 shipping speeds: 3-5 business days, 2-business days, and 1-business day. You may expedite your shipping at the Checkout page. Please note some items are ineligible for expedited shipping – such as watches containing lithium batteries – these items will be marked as such in the product description. Expedited shipping is not available for shipments outside the continental United States; please allow additional time for your order to arrive to these locations. Orders to P.O. boxes, US territories or military APO/FPO addresses will ship via United States Postal Service (USPS). Delivery dates are subject to order cut-off times or carrier delays.

Questions? Contact us – the Zappos Customer Loyalty Team is available 24 hours a day, 365 days a year!

Case 8 - Anthropologie

Returning an international order? Visit Returns Outside the US for more information.

Returning BHLDN merchandise? Visit Returning Online Orders for more information about how to return merchandise.

Our Return Policy

Did you love your order? If not, see below for all the return details.

• For merchandise returned within 60 days of the delivery date, a refund will be issued to the original form of payment at the original selling price. If returned after 60 days, a merchandise credit will be issued at the original selling price. For store purchases, return windows will be determined by the purchase date.

• We’ll gladly accept unworn, unwashed, and unaltered merchandise for return or exchange. All tags must be attached and items must be returned in original packaging. Defective items may still be accepted.

• Shoes, bedding, curtains, swimwear, FP Movement, BHLDN, and Unlimited Furniture Delivery items must be shipped back to our warehouse and cannot be returned to a store unless they were originally purchased at a store location.

• Reusable & protective face masks are final sale and cannot be returned or exchanged.

• Anthropologie merchandise purchased at independent department stores must be returned to the location where it was purchased.

• Without an original sales receipt, merchandise qualifies for an exchange at the current selling price. Item(s) exchanged must be of equal or greater value.

• A one-time price adjustment will be granted on full-price purchases only if an original sales receipt is presented within 14 days of purchase.

• Final Sale Policy: all sale items purchased at an extra 50% off are final sale and cannot be returned or exchanged.

Please note the exceptions listed below:

Specialty Items

Furniture & Select Décor

• Unlimited Furniture Delivery items in saleable condition may be returned or exchanged within 30 days of the delivery date.
• Unlimited Furniture Delivery items must be shipped back via our delivery service and cannot be returned to a store.
• Learn more about returning furniture here.

BHLDN

• BHLDN merchandise may not be returned to stores unless originally purchased at a store location. Merchandise must be shipped back to our warehouse within 30 days of the delivery date for a full refund to your original method of payment. If returned after 30 days, a merchandise credit will be issued.
• Please note: orders placed before 6/26/20 can be returned within 60 days of delivery for a full refund to your original method of payment. If returned after 60 days, a merchandise credit will be issued.
• We’ll gladly accept unworn, unwashed, and unaltered merchandise for return or exchange. All original tags must be attached and items must be returned in original packaging.
• BHLDN gowns may be subject to a restocking fee.
• Find more information about returning online orders here.

Shoes, Bedding, Curtains, & Swimwear

• Returns are free for shoes, bedding, curtains, and swimwear. Find your order and print your free return label for any US order. We’ll gladly accept unworn or unaltered merchandise for return or exchange in the original packaging.

• Shoes, bedding, curtains, and swimwear styles may be returned to our warehouse within 60 days for a refund to the original form of payment at the original selling price. If returned after 60 days, a merchandise credit will be issued at the original selling price. Please note, the products listed above may not be returned to stores unless o Reusable & protective face masks

• Purchases of reusable masks are final sale and cannot be returned or exchanged.

APlus by Anthropologie

• APlus by Anthropologie returns are free! We’ll gladly accept unworn, unwashed, and unaltered merchandise purchased online in the original packaging for return or exchange. Find your order here and print your free return label.
• APlus by Anthropologie merchandise may be returned to our warehouse within 60 days for a refund to the original form of payment at the original selling price. If returned after 60 days, a merchandise credit will be issued at the original selling price. APlus by Anthropologie merchandise may not be returned to a store unless originally purchased at a store location.

FP Movement

• FP Movement merchandise may be returned to our warehouse within 60 days for a refund to the original form of payment at the original selling price. If returned after 60 days, a merchandise credit will be issued at the original selling price. FP Movement styles may not be returned to stores unless originally purchased at a store location.

Curated By Anthropologie

• Merchandise must be returned to the selling partner. Seller return policies may vary and can be found on the product page under Shipping & Returns and in your Order History after an order is placed.
• Merchandise cannot be returned or exchanged in store or mailed back to Anthropologie.
• A prepaid return label will be included with most purchases.
• Visit our Curated by Anthropologie FAQs for more information.

We look forward to giving you more reasons to fall in love with all that we have to offer!Asos