How should you prepare your returns policy for Onam orders?

Gift orders create a particular kind of return problem. The person who paid is often not the person who opens the parcel. A wrong colour, a size that does not fit or a damaged item is discovered days later by someone who has never spoken to you. If your policy is vague, that moment turns into a fight.

Reread your policy as a stranger

Open your current return page and read it as someone who knows nothing. Ask:

• Which items can come back, and which cannot?
• How many days do they have, counted from delivery?
• What condition must the item be in?
• Do I offer a refund, an exchange, store credit or a choice?
• Who pays for return shipping?
• What proof do I need for damage?

If any answer is "it depends", write down what it depends on. Our guide on writing a return policy for a small store gives a structure you can follow.

Think about gift-specific cases

Some situations are more common with gifts:

• The recipient already has the item and wants a different one.
• The recipient is in a different city from the buyer.
• The buyer wants the exchange handled without the recipient knowing the price.
• The gift arrived late for the occasion.

You do not have to offer everything, but decide your position on each before the rush. If you do not accept returns on opened food or hygiene items, say so clearly. See return policy for food and hygiene products.

Consider exchange over refund

For small sellers, an exchange often costs less than a refund because you keep the sale. It also suits gifts well. Compare the two for your own products using exchange vs refund cost comparison, and read exchange vs refund policy, which should you offer.

Check the return window

A window that is too short irritates gift buyers, since parcels may reach the recipient later. One that is too long drags your cash and stock. Think about delivery time and festival delays when choosing. The trade-offs are in how long should a return window be.

Ask for proof early

For damaged or wrong items, ask for photos or a short video of the parcel and the item. State this in your policy and in the order confirmation so it does not feel like an accusation later. See photo and video proof rules for returns.

Say it before they pay

A policy hidden in a footer does not protect you. Mention the key points near the buy button or in your confirmation message, for example "exchanges within the stated window, please keep the box". On Varchas you can use the announcement bar in your settings for a short line that points customers to your terms during the busy period.

Prepare your replies

Write short replies for the five likely messages, such as "item arrived damaged", "wrong item", "want to exchange for another", "late delivery" and "where is my order". Having text ready saves time and keeps your tone calm. Templates are in customer service reply templates for damaged product.

Set aside a returns spot

Keep a separate shelf or box for returned items, labelled with the order number, so they do not get mixed with sellable stock. See keeping damaged and returned stock separate.

Summary

• Reread your policy and remove vague wording
• Decide gift-specific cases in advance
• Choose a sensible window and who pays return shipping
• State proof requirements up front
• Show key terms before payment
• Prepare reply templates and a returns shelf

A clear policy is not about expecting problems. It is about making sure that when one comes, you both know what happens next.