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E-commerce vocabulary · Returns and Customer Service

Return policy

Meaning in e-commerce, with examples

nounCore term

In e-commerce, return policy means: A store's published rules on how, when and under which conditions customers can send items back, and how they get their money or a replacement.

In Turkish: iade politikası, iade koşulları

How it is used

Shown on a separate page and often linked from product pages and checkout. Stores write, update and extend their return policy, for example during the holidays. Also called returns policy (UK) or return and refund policy.

Example sentences

  1. Our return policy gives customers 30 days to send items back for free.

  2. Please read the return policy before ordering personalised items.

Common collocations

  • return policy
  • 30-day return policy
  • generous return policy
  • update the return policy
  • returns window
  • returnA customer sending a purchased product back to the seller, for example because it does not fit, is faulty or is not what they expected.
  • refundMoney paid back to a customer, usually to the original payment method, after a return, a cancelled order or a problem with an item.
  • exchangeSending back a product and getting a different size, colour or a new item in its place, instead of receiving the money back.
  • restocking feeA charge some sellers take from a refund when an item is returned, to cover the cost of checking, repacking and putting it back into stock.
  • customer serviceThe team and the work of helping customers before and after a purchase, by answering questions and solving problems with orders, deliveries and returns.

This word in other fields

The same English word can have a different meaning in another field:

More terms: Returns and Customer Service

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