Running an online store isn’t just about adding products and waiting for orders to come in. If you want to avoid confusion and build trust with your customers, you need clear, easy-to-find policies on your website. Things like shipping timeframes, returns, and how you handle customer data all help set expectations and protect your business if something goes wrong.
This article covers the most common policies we recommend having on an e-commerce site. It’s not legal advice, and it’s up to you to make sure your policies meet the rules in your region.
Why Website Policies Matter
They Help Customers Feel Confident
When people shop online, they can’t ask questions in person. Clear website policies give them the confidence to buy, especially if they’re unfamiliar with your business.
They Protect Your Business
If something goes wrong, like a missing parcel or a refund request, you can refer customers to your published policies. This can help reduce complaints, disputes, and chargebacks.
They May Be Legally Required
If you collect personal information or sell physical products, some policies are required under consumer and privacy laws. It’s your responsibility to make sure your policies meet any legal obligations.
They Show You’re Professional
Even small or start-up stores benefit from having policies in place. It shows that your business is well-run and values customer service.
Shipping & Delivery Policy
Spell Out Where You Ship
Let customers know if you only deliver within New Zealand or to specific regions. Mention any exceptions, like rural areas or PO Boxes.
Explain Costs Upfront
List standard shipping rates and mention if you offer free shipping over a certain amount. If costs vary based on location or item size, say so clearly.
Set Expectations Around Timeframes
Include how long it takes to process orders and the typical delivery window. If you only ship on certain days, let people know.
Name the Courier and Tracking Info
Mention the courier you use and whether customers will receive tracking details once their order is sent.
State What Happens if Things Go Wrong
Explain your process for lost or damaged items, and who is responsible for lodging a claim with the courier.
Returns, Exchanges & Refunds
Set a Timeframe
Let customers know how long they have to return or exchange an item. Common timeframes are 14 or 30 days from delivery.
List the Conditions
State what condition the item needs to be in, such as unused, unopened, or in original packaging. If sale items or custom orders are excluded, make that clear.
Explain Who Pays for Return Shipping
Outline whether the customer or your business covers the cost of return postage. If it’s only covered in certain situations (e.g. faulty items), give examples.
Describe the Refund Process
Let people know how refunds are issued, whether as store credit, exchange, or back to the original payment method, and how long it typically takes.
Make It Easy to Get in Touch
Include instructions for starting a return. A contact email, return form, or online request process helps make it straightforward for customers.
Privacy & Data Collection
Tell Customers What You Collect
Tell Customers What You CollectList the types of information you collect, like names, addresses, phone numbers, and email addresses, and explain when and why you collect them.
Explain How the Data Is Used
Let people know how their information will be used, such as for processing orders, contacting them about their purchase, or sending marketing emails (if they’ve opted in).
Be Transparent About Cookies
If your website uses cookies to track user behaviour or for analytics, mention this and direct users to your full cookie or privacy policy if applicable.
Reassure Customers About Security
Let customers know their personal information won’t be sold or shared without consent. If you’re using a secure payment gateway or platform (like Shopify or WooCommerce), it helps to say so.
Link to Your Full Privacy Policy
Even if you include a summary on your checkout page, link to a full Privacy Policy in your footer. This is often a legal requirement.
Terms and Conditions
Outline the Basics of Using Your Site
Include general terms for browsing and using your website. This might cover account creation, responsible use, or what happens if a user violates the terms.
Explain How Orders Are Handled
Let customers know how orders are accepted, processed, and confirmed. It’s helpful to include a note that orders are subject to availability and may be cancelled or refunded if there’s an issue.
Mention Pricing and Product Accuracy
Include a clause that prices and product details are subject to change. If a pricing error occurs, explain how it will be handled.
Cover Your Right to Refuse Service
You may want to reserve the right to cancel orders, limit quantities, or refuse service if needed. This is especially useful if fraud or abusive behaviour is suspected.
Make This Page Easy to Find
Like your privacy and returns policies, your terms should be linked in the website footer so customers can access them at any time.
Warranties or Guarantees
State If Products Come With a Warranty
Let customers know whether your products include a manufacturer’s warranty or your own guarantee. If nothing is offered, it’s still worth saying so clearly.
State What’s Covered Upfront
Explain what the warranty includes, such as repairs, replacements, or refunds, and any exclusions like wear and tear or misuse.
Include Timeframes
Mention how long the warranty or guarantee lasts. This could be 12 months from purchase, 90 days from delivery, or another clear period.
Explain How to Make a Claim
Outline what customers need to do if they want to make a claim, including what proof you require (like a receipt or photos of the fault) and how to contact you.
Match What You Actually Offer
Don’t offer guarantees you can’t deliver on. The policy should match your actual process and capacity to respond.
Disclaimers & Limitations of Liability
Add a General Disclaimer
Let customers know that the information on your site is for general purposes only. If your products could be seen as offering advice, clarify that they are not a substitute for professional guidance.
Limit Your Responsibility Where Reasonable
While you can’t contract out of all liability under New Zealand law, you can still limit some risks. For example, you might state that you’re not liable for indirect losses caused by courier delays or third-party payment providers.
Avoid Overpromising
Be careful with wording that could imply a guarantee if one doesn’t exist. Avoid phrases like “this product will fix…” unless you’re prepared to back it up.
Use Clear, Everyday Language
Disclaimers don’t need to be full of legal jargon. Say things simply so customers know what you are (and aren’t) responsible for.
Where to Get Help Writing Your Policies
Use Policy Generator Tools With Caution
There are free and paid tools online that create basic policy templates. These can be a good starting point, but they may not reflect how your business actually works or meet local legal requirements.
Adapt Templates to Fit Your Business
If you use a template, make sure you customise it properly. It should match your shipping timeframes, return process, and how you collect and use customer data.
Consider Professional Advice
For more complex products or higher-risk industries, it might be worth getting help from a lawyer. A one-off legal check can save you bigger problems down the line.
Keep Policies Up to Date
Even well-written policies need regular updates. If you change couriers, start shipping internationally, or launch a new product range, review your policy pages to make sure they’re still accurate.
How to Present Your Policies Online
Make Policies Easy to Find
Link to your main policy pages in the website footer. This is where customers will usually look, especially before checkout. If you offer express shipping or limited-time returns, it’s also helpful to link those policies from product pages.
Use Clear Headings and Short Sections
Break policies into clear sections with headings like “How Long Will My Order Take?” or “Can I Return Sale Items?” This helps customers scan and find answers quickly, especially on mobile.
Write in Plain English
Avoid jargon or legal language where possible. Your policies should sound like your business, not a law firm. The goal is to explain things clearly, not to intimidate or confuse.
Make It Easy to Update
Use a format that allows for easy editing if your shipping provider changes or you introduce new return rules. If you’re using a content management system like WordPress or Shopify, policies should live on their own pages, not buried in PDFs.
A Final Word: Protect Yourself and Your Customers
Clear website policies aren’t just about ticking a box. They’re part of running a trustworthy online store. They help your customers feel confident about buying from you and give you something to refer back to if a problem comes up.
While it’s easy to put off writing them, having the right policies in place can save time, money, and hassle. Just make sure your policies reflect how your business actually works, and review them regularly as things change.
This article is intended as a general guide only. Every business is different, and it’s your responsibility to make sure your policies meet any legal requirements. If you’re unsure, it’s worth getting professional advice.