1. Make it easy to find-- Make sure it takes less than two clicks to find the return policy. From the front page, the document should exist under "Customer Service" or "Help."
2. Forget creativity- Of all the places to show your wacky, creative side, dont do it here.
3. Keep it simple-- Youve got many products with many potentially different return conditions attached to them. Guess what? Your customers dont care. Nor should they. Create a unified policy that doesnt vary from product to product.
4. Write well-- Your return policy should answer all of the most common questions. Write up a short, non-legalese, step-by-step document that explains clearly what your customers need to do to process a return.
5. Avoid unnecessary charges- The hideous restocking fee. I never want to see that grotesque charge in my life again. I dont know of anything that screams "we're covering my own ass" louder than a restocking fee.
6. Meet expectations-- Due to the uniform return policies that already exist in the analog world, your digital policy should be as good, if not better. That means at minimum you should offer a full refund within 30 days of receipt, assuming that the product is returned in its original condition and packaging. Exceptions understood for software, videos and music.