ecommerce returns policy

Your returns policy wields a heavy impact on your ability to win repeat business.

Make it easy for your customers and they’ll buy from you in future with trust, but get it wrong and you’ll be waving goodbye to frustrated customers forever.

Here’s how five of Australia’s biggest online retailers handle their returns to ensure their customers keep coming back:

Lorna Jane

What’s an acceptable return?
Australia’s leading sportswear brand offers returns and exchanges on all full-priced online order, as long as a tax invoice can be produced as proof of purchase. All items must be returned unworn, unwashed or otherwise unused with original tags attached to qualify. Items purchased while on sale are not eligible for refund, unless it is faulty.

What’s the timeframe?
Items are eligible for exchange or refund within 14 days of payment.

What’s the process?
Customers must complete an ‘Exchange & Return Form’ that’s included on the reverse side of the product invoice.

Who pays?
The customer must organise and pay for return shipments to the Lorna Jane Distribution Centre.

1

Shoes of Prey

What’s an acceptable return?
Shoes may be returned if they do not fit, or if they are faulty or damaged for a full refund or exchange. To be eligible for return or exchange, shoes must be returned in unworn condition. Shoes are considered faulty if a manufacturing fault occurs within the first 365 days of purchase. Damage caused by normal wear and tear is not considered to be a fault.

What’s the timeframe?
Customers may return unworn shoes within 365 days of receiving them.

What’s the process?
Customers must complete the online ‘Returns Form’ in their member’s account. Shoes of Prey staff then contact the customer to discuss the next steps.

Who pays?
Customers are responsible for the return postage, however the cost of return postage is discounted from their next order.

2

Appliances Online

What’s an acceptable return?
Appliances Online accepts change of mind returns for exchange or store credit. Goods that are confirmed as faulty by the manufacturer are also replaced for free.

What’s the timeframe?
Products may be returned for change of mind within 14 days of purchase. If returned after 14 days but within 30 days from delivery, a 20 per cent re-stocking fee applies. Change of mind returns are not accepted after 30 days.

What’s the process?
Customers must email Appliances Online to organise an exchange or credit authorisation. Items must be packed back into the original packaging (if available) and returned for inspection.

Who pays?
Appliances Online will organise a return pick-up driver, or send their customers a pre-paid shipping label.

3

ShowPo

What’s an acceptable return?
ShowPo accepts change of mind returns for all items, including those bought on sale. Store credit is provided for all returns and exchanges. To qualify, items must be returned unworn, unwashed, unstained, unperfumed, with tags still attached, in its correct garment bag.

What’s the timeframe?
Returns must be sent back within 14 days of delivery.

What’s the process?
Customers must complete a ‘Returns Form’. Australian shoppers who choose to pre-pay for a return shipping label can print the label through the site’s returns portal and attach it to the parcel for return via Australia Post. Returns are processed within five business days following delivery receipt.

Who pays?
The customer must return items at their own cost. Original shipping charges are also non-refundable.

4

Pet Circle

What’s an acceptable return?
Refunds or store credit are offered on products that are returned unopened in original condition. However, Pet Circle does not accept refunds or exchanges on food or edible items. Photos of damaged items must be emailed to the company and will be individually investigated.

What’s the timeframe?
Items may be returned within 14 days of receipt.

What’s the process?
Customers must contact a customer service representative before returning any items. Qualifying returns are issued a return number and address, and pick-up must be organised by Pet Circle through its specified courier service.

Who pays?
Original shipping costs are non-refundable and any return freight costs incurred by Pet Circle are deducted from the customer’s refund.

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So what can we learn?

Most of the featured retailers accept change of mind returns for exchange or store credit, as long as items are returned in original condition.

Customers are generally given 14 days from the time they receive the delivery to organise a return – except for Shoe’s of Prey that offers by far the most generous returns policy with a 365-day timeframe for exchanges.

To qualify for a return, customers must either fill in a returns form or contact the seller before returning the product.

Appliances Online is the only company of the five featured that covers the cost of return shipping. However, Shoes of Prey discounts the cost of return shipping from the customer’s next order.

Make your returns easier

Transdirect makes it super simple to process returns with our one click, returns label creation. Find out more.

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