Returns & CX Mar 10, 2027 5 min read
How to Write a Return Policy That Converts
Return policy boosts conversion when clear. Cover: timeline (30/60/90 days), who pays shipping, exchange option, exclusions (final sale, hygiene). Read as customer would.
The Chart
| Section | What to Cover |
|---|---|
| Window | 30 days standard, 60 days good, 90 days generous |
| Original condition | Tags attached, unworn, with packaging |
| Who pays | Free returns vs $5-10 fee — both common |
| Refund time | '5-7 business days after we receive' |
| Exchange option | Strongly preferred — boosts retention |
| Exclusions | Final sale, swimwear/lingerie hygiene, custom-fit |
| Customs fees | Who pays for international (typically buyer) |
| Damaged items | Free return + replacement |
FAQs
Free returns vs paid?
Free converts 8-15% higher. Paid retains margin. Hybrid: free domestic, paid international, or free at $X+ orders. Test with your specific customers.
30 vs 60 day window?
30 day fits most retailers. 60+ days seen as generous. Fashion holiday returns often extend to Jan 31. Note: longer window = customers forget = fewer actual returns.
Need this on your store?
Tailor Size Guide ships pre-built size charts for Shopify.