What an exchange and return policy does
Photo: Avila Ops Tecnologia
An exchange and return policy explains before purchase when customers can exchange or return, deadlines, who pays shipping and how refunds happen. It builds purchase confidence and consistent answers regardless of who handles WhatsApp that day.
With it, returns resolve in two messages; without it, they drag on for two weeks. In November, with twice the orders, it prevents five answers to the same question.
What must the policy say?
Photo: Avila Ops Tecnologia
Five things in plain language. Cases: legally required withdrawal within seven days of receipt; legally covered defects, 30 days for nondurable goods and 90 for durable goods; and size or color exchanges, a courtesy you define.
State each deadline. Product condition: courtesy exchanges can require tags, packaging and unused products; withdrawal and defect returns can only be refused for misuse damage, not opened packaging. Shipping: the store pays for withdrawal and defects; you decide and disclose size-exchange rules. Refund method: instant Pix, card reversal over one or two statements, boleto by transfer.
A working sentence: “You have 7 days after receipt to request returns through WhatsApp. We send a mailing code, you leave it at Correios and the amount returns once mailed.”
What does a poor policy cost?
Sales beforehand and peace afterward. Customers unable to find it distrust and close the tab. Later, each return becomes negotiation, consuming peak-season picking time.
It also costs at Procon. Unlawful terms such as “no returns on promotional products” are void and evidence against the store. See Withdrawal rights and What stores must legally display.
What to do now
Write up to 15 lines covering the five points, linked in footers and every product page. Do it in October while processes can still change. Diagnose store exposure in one conversation: avilaops.com/contato or contact us on WhatsApp: wa.me/5517997811471.
Frequently asked questions
Must online stores have exchange policies?
They must disclose conditions before purchase and honor seven-day withdrawal and legal warranties. A page is the simplest way.
Can I charge shipping for size exchanges?
Yes, if disclosed before purchase. Size exchanges are not legally mandatory. Many stores offer the first free.
Can promotional products be exchanged?
Yes. Law treats promotional and full prices equally. Seven-day withdrawal and defect warranties apply. Stores may limit only preference-based exchanges.
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