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.
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.
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.
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.
Even small or start-up stores benefit from having policies in place. It shows that your business is well-run and values customer service.
Let customers know if you only deliver within New Zealand or to specific regions. Mention any exceptions, like rural areas or PO Boxes.
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.
Include how long it takes to process orders and the typical delivery window. If you only ship on certain days, let people know.
Mention the courier you use and whether customers will receive tracking details once their order is sent.
Explain your process for lost or damaged items, and who is responsible for lodging a claim with the courier.
Let customers know how long they have to return or exchange an item. Common timeframes are 14 or 30 days from delivery.
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.
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.
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.
Include instructions for starting a return. A contact email, return form, or online request process helps make it straightforward for customers.
List the types of information you collect, like names, addresses, phone numbers, and email addresses, and explain when and why you collect them.
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).
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.
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.
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.
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.
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.
Include a clause that prices and product details are subject to change. If a pricing error occurs, explain how it will be handled.
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.
Like your privacy and returns policies, your terms should be linked in the website footer so customers can access them at any time.
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.
Explain what the warranty includes, such as repairs, replacements, or refunds, and any exclusions like wear and tear or misuse.
Mention how long the warranty or guarantee lasts. This could be 12 months from purchase, 90 days from delivery, or another clear period.
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.
Don’t offer guarantees you can’t deliver on. The policy should match your actual process and capacity to respond.
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.
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.
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.
Disclaimers don’t need to be full of legal jargon. Say things simply so customers know what you are (and aren’t) responsible for.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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