E-commerce policies
The policies for an online store in one place: orders, prices, payment, delivery, returns and problems.
The policies an online store shows its customers.
- Business / Legal document
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Key features
Who you are and how an order is accepted
Your business and contact details, when an order is accepted and when you may decline one.
Prices, tax and payment
How prices are shown, whether tax is included, duties on cross-border orders, payment methods and when payment is taken.
Stock and delivery
What you do if an item is unavailable, where you deliver, charges and estimated times, tracking and what to do if a delivery does not arrive.
Changing, cancelling, returns and warranties
Changes before dispatch, a pointer to your returns policy, product information and any manufacturer or own guarantee.
Accounts, promotions and problems
Whether an account is needed, discount code rules, how to raise a problem and a second look, and which version applies to an order.
About this document
Online store policies gather what a customer needs to know when buying from a web shop: who you are, how an order is accepted, prices and tax, payment, stock, delivery and what happens if a parcel does not arrive, collection, changing or cancelling an order, returns, product information, warranties, promotions and how to raise a problem.
This blank form is completed with your own terms and published. It says an order is accepted only when you say, that a wrongly priced item is offered at the right price or cancelled, and that a policy does not reduce a customer's rights where they live. Consumer rules on distance sales, delivery, returns, tax and pricing differ, so check what applies to your shop.
Is this document right for you?
Useful when
- You are launching an online shop
- You want your delivery, returns and pricing rules in one document
- Your checkout needs something to link to
Commonly used by
- Online retailers and makers
- Dropshippers and small shops
- Businesses adding a store to a site
Not sure? about your situation first.
Alternatives
These are separate documents, for different jobs.
- Refund policiesSet out when and how customers get refunds.View document
- Website terms and conditionsThe rules visitors agree to when using your website.View document
- Privacy policiesExplain how you collect and use people's personal data.View document
- Online marketplace agreementsSet the terms between a marketplace and its sellers.View document
When to use this
- A maker sets delivery charges and estimated times
- A shop explains how it handles a wrongly priced item
- A seller sets rules for discount codes
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More in Technology & Website
- Software development agreementsSet the terms for building software for a client.View document
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- Software licensing agreementsSet the terms others can use your software on.View document
- Website terms and conditionsThe rules visitors agree to when using your website.View document
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Questions
About the e-commerce policies
It includes a returns section that points to the full policy. For a fuller returns policy see Refund policies.
Still have a question? .