Write it for the shopper, not the lawyer
Keep your legal terms, but put a plain summary at the top. Shoppers read returns pages before they buy, to judge the risk. A clear page answers that, and fewer of them write in.
What the summary must say
- The window, and what starts it: “within 30 days of delivery” is clearer than “30-day returns”.
- The condition items must be in (unworn, tags on, original packaging).
- What can't be returned (final sale, personalised, hygiene items).
- Who pays return shipping, and whether you send a label.
- How to start a return: a link or an email address, not “contact us” alone.
- How long the refund takes once you receive the item, and where it goes (original payment, store credit).
- Exchanges: whether you do them and how.
A simple outline
Returns in short (the seven points above, one line each) › How to return (numbered steps) › Refunds › Exchanges › Exceptions › Full policy.
Use real numbers, the same everywhere
If the footer says 14 days and the page says 30, shoppers will ask, and any assistant that reads your pages will see both. Pick one and use it on every page.
Check it against what shoppers ask
Read your last month of returns emails and check that the page answers each one. The free FAQ generator shows whether your pages answer the common returns questions.