Defining damaged, wrong item and not as described in your policy

Open almost any online store's return page and you will see the words damaged, wrong item and not as described. Many sellers use them loosely, then discover that a customer and they mean different things. Writing short definitions in your own words prevents most of the disagreement. This post is about wording, not about what the law counts as any of these. For legal questions, consult a qualified professional.

Damaged

Damaged usually means the product was in good condition when you packed it and was broken, crushed, leaking or torn by the time it reached the buyer. Write it that way.

Sample wording: "Damaged means the item arrived broken, cracked, torn, crushed or leaking. Please tell us within the return window and send clear photos of the item and the outer box."

Think about the edge cases and state them.

• Damage that clearly happened after delivery, such as a dropped item, is not the same thing.
• Normal variation in a handmade product, such as small differences in glaze, is not damage.
• Shipping marks on the outer carton alone are not necessarily damage to the product inside.

Wrong item

Wrong item is the easiest to define. The customer received something different from what they ordered: a different product, size, colour or quantity.

Sample wording: "Wrong item means what you received does not match your order confirmation, for example a different size, colour or product. Please share a photo of the item and the label on the packet."

Here you hold most of the evidence yourself, since your own order record shows what was meant to be sent. Check your pick and pack notes before replying, because sometimes the customer ordered a different variant than they remember. Do that politely, without making them feel accused.

Not as described

This is the hardest category because it depends on judgement. It covers cases where the product was accurately shipped and undamaged, but does not match what your listing promised. A listing that said "pure cotton" when the fabric contained a blend would be a clear example. A listing that said "ideal for sensitive skin" is a claim you must be able to stand behind.

Sample wording: "Not as described means a material fact on our product page, such as material, size, quantity or included parts, differs from what you received."

Keep this definition tied to facts stated on the page, not to feelings. "I expected it to look better" is a matter of taste, while "the page said it includes two lids and only one arrived" is a factual mismatch. Your listings do much of the work here, so see Avoiding exaggerated claims in product descriptions and Describing colour accurately online to reduce the number of disputes at the source.

What proof to ask for

Ask for the minimum that lets you decide.

• For damaged items, photos of the product and of the outer packaging.
• For wrong items, a photo of what arrived, including any label.
• For not as described, a photo showing the specific difference, and a pointer to the line on the product page.

Say in the policy that you may ask for extra photos or a short video if the first set is unclear, and keep the tone cooperative. A separate post covers how to word proof requests fairly.

What you will do in each case

Definitions are only useful if each one leads to an action. Add one line per case: replace, repair, refund or exchange, whichever you actually offer. Do not promise all four if you can only do one or two.

Keep it short and visible

Three definitions, one sentence each, plus a line on proof and a line on remedy. That fits on a single screen. Put a short summary near the product page, and link the full page. If a customer is already upset, they can find the answer without writing to you.

When a case does not fit any definition, treat it as feedback on your policy. Add a line, then move on. Over time your wording becomes sharp because real orders taught it to you.