Free tool

Return and delivery terms generator

A buyer must see up front when and on what terms goods can be returned. Pick the country, fill in the fields, copy the text and publish it on a Returns and delivery page.

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Periods never below the law

Page text

RETURN AND DELIVERY TERMS
Seller: [company name].

1. Delivery
1.1. Delivery methods: by courier and to pickup points.
1.2. Delivery time: 1–5 business days. The exact time and cost are shown at checkout.
1.3. On receipt check the contents and the condition of the goods. Report any damage to the courier or at the pickup point immediately.

2. Returning goods of proper quality
2.1. The buyer may withdraw from the purchase within 14 days after receiving the goods. Withdrawal is possible if the goods, their packaging and proof of purchase are unspoilt.
2.2. To return an item write to: [email or phone]. State the order number and the reason.
2.3. The cost of sending the goods back is paid by the buyer.
2.4. The money is returned by the original payment method within 10 days after the seller receives the goods back.

3. Defective goods
3.1. If the goods turn out defective, the buyer may demand replacement, repair, a price reduction or a refund as provided by the Consumer Protection Law of the Republic of Kazakhstan.
3.2. The manufacturer’s warranty applies. Its term is stated in the product documents.

These terms do not limit the buyer’s statutory rights.

This is a template, not legal advice: check it against your offer and products. Publish it on its own page and link it from the footer and the cart.

Questions and answers

Why does an online shop need a returns page?

The law requires telling buyers the terms before purchase, and a missing page is the top sign of a scam shop. It calms the buyer and cuts disputes for you.

Which return period should I state?

In Russia a distance buyer may withdraw within 7 days of receipt, in the EU within 14 days. For Kazakhstan and Belarus the period is set by national law, so take it from the law’s text.

Can I restrict returns?

Only as the law allows: for example exceptions for made-to-order goods and an official list of certain non-food items of proper quality. A blanket “no returns” is not allowed.

Who pays for sending the goods back?

As a rule the buyer pays when withdrawing from goods of proper quality, though the seller may take the cost on. For defective goods the seller pays.

How do I check the page is there?

Run a site check in Awe Check: the return and delivery terms item shows whether we found such a page.

Is it needed for a site without sales?

No. If the site takes no orders, a returns page is not required.

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