Write returns, refunds, and cancellation rules you can follow
Explain who can request a return, what they need to send, who pays charges, and how refunds work. Keep the policy practical for your team.
- Written and edited by
- DokanNao Editorial Team
- Reading time
- 2 minutes
Key takeaways
- Write only conditions the team can perform consistently and that comply with applicable obligations.
- Separate cancellation before dispatch, return after receipt, exchange, and monetary refund.
- Make the request path, evidence, charges, decision owner, and communication clear.
In this guide
Write rules that fit your own products, delivery process, payment methods, and legal duties. Another shop’s policy may not suit your business.
Explain cancellation, returns, exchanges, and refunds
Explain cancellation before dispatch, return after receipt, exchange for another item, and refund of money as separate outcomes. State which can apply together and when it is too late to make a particular change.
Say which requests you can accept
Use concrete factors: covered products, condition, tags or packaging, wrong or damaged item, time measured from which event, required order information, and genuine exceptions. Avoid broad discretion such as “management may refuse for any reason.”
Explain the request process
Give a visible contact route and steps. Say what the customer submits, how the store acknowledges the request, who reviews it, expected communication, pickup or return handoff, and escalation. Collect only necessary evidence.
Connect refunds, delivery, and stock
Define who pays delivery or return charges in each approved case, how COD and online payments are refunded, when stock can return to sellable quantity, and how failed refunds are handled. Keep the courier process consistent.
Review for fairness and compliance
Review the policy with applicable Bangladesh requirements and qualified advice when risk is material. Train support and test one return and one cancellation before launch. Honest limits build more trust than a generous policy the team cannot perform.