Unfortunately, whenever customers shop online, they worry about what they're buying. This is for good reason. They're purchasing products that they've never touched or seen in person. This can make online sales a little more difficult to come by, but you can help put potential customers at ease with a strong return policy. Here are a few things to make sure to include in your policy.
A lot of companies offer product replacement in their return policy. While it can be great to offer this as an option, make sure that you also offer money back. Many people don't consider a product replacement to be a good option, because if they don't like the product, they won't be interested in having another one.
On the other hand, you do have to be careful when you offer money back as part of your policy. Because of the nature of online business, refunding money for a product, even if it is returned and resold, can actually cost you money due to shipping and other related costs. Consider writing a very thorough description of the product, and then only offering a full refund if the product is faulty or not as described. Otherwise, if there isn't a legitimate reason, the customer can return the product for a partial refund.
Period of time
Remember to stipulate how long the customer has to return the product. It's ok to be generous with the amount of time, but you don't want customers to be returning products five years later.
Line of communication
Make sure that customers have the ability to contact you with any questions they may have, especially concerning the return policy. The ability to ask questions is often the discerning factor in a customer's choice to purchase.
If you operate an online business, make sure that your return policy is up to date. It is often surprisingly important to potential customers.