Indian buyers check the returns policy before buying. Brands with clear, fair return policies convert at 20% higher rates than those with restrictive or unclear policies. But a policy that's too liberal can destroy margins.
What Indian Buyers Expect
- 7–14 day return window (14 days is competitive advantage)
- Free return pickup for damaged or wrong items
- Exchange option, not just refund
- Refund timeline clearly stated (7–10 working days)
- No questions asked for size issues in fashion
Writing Your Policy
Write your policy in plain Hindi and English. Avoid legal jargon. Use simple language: "If you don't love it, here's how to send it back." Include: what is eligible for return, what isn't, how to initiate a return, the timeline, and how the refund is issued.
Managing Return Costs
- Charge a small handling fee (₹50–100) for non-defective returns
- Require photo evidence for damage claims before approving pickup
- Offer store credit at 110% value as alternative to refund
- Block serial returners from COD (high correlation with RTO)
Quality Photography Reduces Returns
Most fashion returns happen because the product looks different in person than in the photos. Accurate color representation and scale shots reduce fashion return rates by 15–20%.
