What the e-commerce rules require
The Consumer Protection (E-Commerce) Rules, 2020 do not set one return window for every store. They ask for honesty and clarity instead. If you own your stock and sell it on your own site, rule 7 asks you to show accurate information on returns, refunds, exchanges, warranty and delivery. That includes the cost of return shipping. You cannot refuse to take back goods that are defective, spurious, not as advertised, or delivered late. Late delivery is excused only for force majeure. Refunds you accept must be paid in a reasonable time, following RBI rules.
Returns vs exchanges vs refunds
These three words mean different things, so define each one. A return is the product coming back to you. An exchange swaps it for another size or colour. A refund sends money back to the buyer. Many small stores offer exchanges freely but refunds only for damaged or wrong items. You can do that, as long as the policy says so plainly. You must still take back and refund faulty or misdescribed goods.
Timelines to state
Buyers want dates, not vague promises. State three numbers. How many days after delivery they can ask for a return. How long pickup or self-shipping takes. And how many days after you receive the item the refund will land. Pick a return window your courier and cash flow can support, then stick to it. A short window you honour builds more trust than a long one you dodge.
COD refunds
Cash on delivery makes refunds harder, because there is no card or UPI payment to reverse. Say exactly how COD buyers get their money back. The usual route is to collect a UPI ID or bank details, then pay by UPI or bank transfer once the return passes a quality check. Never ask for a card PIN or an OTP. Store credit is fine as an option. For faulty goods, though, store credit alone is not enough, because the rules say you cannot refuse a refund.
A template you can adapt
| Clause | What to write |
|---|---|
| Return window | The number of days after delivery a buyer can ask for a return |
| Items you exclude | Anything you do not take back, such as innerwear or custom orders |
| Damaged, wrong or late orders | That you always take these back and refund them |
| Exchanges | Whether you swap size or colour, and who pays the shipping |
| Return shipping cost | Who pays it, and how much if the buyer does |
| Refund method and timing | How money goes back for prepaid and COD orders, and in how many days |
| Cancellations | Until when a buyer can cancel, and any charges |
| Contact | How to start a return, and your grievance officer's details |
Show it before checkout
A policy buried in the footer does little. The rules ask for this information to be clear and easy to see, and buyers decide faster when they can find it. Link the policy on every product page and in the cart. Add one line near the Pay button, such as 7-day easy returns. Repeat the key terms in the order confirmation email. On cancellations, remember that the rules bar charges unless you bear similar charges when you cancel. The Storemate starts each store with a draft Return and Refund Policy page to edit before you publish. For unusual categories, check the wording with a lawyer.