A good return and exchange policy is short, specific and something your team can follow every time: how many days the customer has, what condition the item must be in, who pays the courier charge, and how the customer starts the request. Customers who have never bought from you before read it before they order, so a clear policy often matters more than a long one.

1. Decide what you can actually honour

Write only rules you will follow. A promise such as “return anytime, no questions asked” that you later refuse damages trust more than a stricter rule you always keep. Talk to your courier and your packing team first, because they carry most of the cost.

2. Separate exchange, return and refund

  • Exchange: a different size, colour or variation of the same product. This is the most common request for clothing and shoes.
  • Return: the customer sends the item back. Say which situations qualify: wrong item, damaged item, or not as described.
  • Refund: money back. State how and when, for example to the bKash or Nagad number used, or the same method used to pay.

3. Give a clear time limit

State the number of days from delivery, and how the customer proves the date, such as the courier delivery confirmation. Keep the number the same on the product page, at checkout and in the footer.

4. List the conditions

  • Unused, with tags and original packaging where relevant.
  • Items that cannot be returned for hygiene or safety reasons, such as opened cosmetics, perfume or personal-care items. Say so openly before the order.
  • Made-to-order or customised items, if you sell them.

5. Say who pays the courier charge

This is the question customers ask most. A common, fair rule is that you cover the courier cost when the mistake is yours (wrong or damaged item), and the customer covers it for a change of mind or size. Whatever you choose, write it down.

6. Explain how to start a request

Give one place to start: a contact form, a phone or WhatsApp number, or your support email. Ask for the order number and a photo if the item is damaged, so your team can decide quickly.

7. Show the policy where decisions are made

  • A short line beside the buy button or size selector, linking to the full policy.
  • A reminder on the checkout page, especially if you offer Cash on Delivery.
  • A page in the footer that is easy to find on a phone.

8. Keep records and review the policy

Note which products are returned most often and why. Frequent size exchanges usually mean the size guide needs better measurements, and frequent “not as described” returns mean the photos or descriptions need work.

A note on legal requirements

Consumer rules can apply to online sales in Bangladesh. This guide is practical advice, not legal advice. If your policy is unusual, or you sell regulated products, check the current rules with a qualified professional.

If you want your store to show the policy clearly on product pages and at checkout, send us your Facebook page and the questions you get most. We will suggest where each answer should go.

About the author: Aura Digital Bangladesh builds e-commerce websites for product businesses in Bangladesh. This article is informational and reflects the service approach used by Aura Digital.