Shoppers read the returns policy before they buy from a store they do not know. A vague or hidden one is a reason to leave; a clear one is a reason to trust you.
Below is a structure you can adapt. Rules differ by country, so check them before publishing.
A good returns policy is short, specific and visible: how many days, what condition, who pays shipping, how the refund is made and how long it takes. A clear policy builds trust and reduces disputes.
Know the legal floor first
Many countries give online buyers certain rights, and some limit exceptions such as custom, perishable or hygiene items. In Saudi Arabia, the e-commerce rules set obligations on sellers regarding information and returns; the exact terms change, so read the current text or ask a professional.
Your policy can be more generous than the law, but never stricter than what it allows. This is general information, not legal advice.
What every policy should state
Cover these points in plain words:
- The return window, counted from delivery, for example 7 or 14 days.
- Condition: unused, original packaging, tags attached.
- What cannot be returned, and why.
- Who pays return shipping: you for faulty or wrong items, possibly the customer for change of mind.
- How to start a return: a contact number, WhatsApp or form.
Refunds: method and timing
Say how the money returns: to the original payment method, store credit or an exchange, and the number of working days it usually takes after you receive and inspect the item.
For cash on delivery orders, explain how you will refund, for example by bank transfer, and what details you need from the customer.
Make it visible
Link the policy from the footer, the product page and checkout. Add a one-line summary near the pay button, such as free returns within 14 days for unused items.
Write it in the languages your customers use, including Arabic with right-to-left layout.
Create the page with Uttra
Tell Uttra: "Add a Returns and Refund Policy page in Arabic and English with sections for the return window, conditions, shipping costs, refund method and contact, and link it from the footer and checkout." Replace the sample numbers with your real terms, then publish.