Returns and Exchanges: How to Build a Policy That Won't Break You

What Does Chilean Law Say?

First, the legal side -- which many store owners overlook. Chile's Consumer Protection Law (Law 19,496) establishes a right of withdrawal: the online buyer has 10 days from receiving the product to return it without giving a reason. This applies as long as the product is unused and in its original packaging.

This is not optional. If you sell online in Chile, you must accept returns within that timeframe. The return shipping cost is borne by the buyer, unless the product arrived defective or incorrect.

Additionally:

• If the product arrives faulty, the customer can choose between repair, replacement, or a full refund.
• The minimum legal warranty is 6 months for new products and 3 months for used ones.

How to Build Your Policy Without Overcomplicating It

Your return policy needs to answer 5 questions:

1. How many days does the customer have to return? The legal minimum is 10, but many stores offer 15 or 30. A longer window builds more trust and, paradoxically, leads to fewer returns -- the customer does not feel rushed and often ends up keeping the product.

2. Who pays for return shipping? The standard is that the customer pays for voluntary returns, and you pay if the product arrived with a defect. Some large ecommerce stores absorb the cost regardless -- evaluate whether your margin allows it.

3. How is the refund processed? The cleanest approach is to refund to the original payment method. Transbank and Flow allow transaction reversals. MercadoPago refunds to the account balance. Define a timeframe: 5-10 business days is reasonable.

4. Do you accept exchanges for a different size or color? If you sell clothing or footwear, this is critical. Exchanges are cheaper than returns because you do not lose the sale. Make them as easy as possible.

5. What products cannot be returned? Underwear, personalized items, perishable food. Spell it out clearly.

Where to Publish the Policy

• Dedicated page. Create a "/return-policy" page with all the details. Link to it from the footer.
• Checkout. Before the customer pays, show a link to the policy. It builds confidence.
• Confirmation email. Include a short paragraph: "If you need to return or exchange your product, here are the steps."
• WhatsApp. Save the policy as a quick reply for when customers ask.

How to Reduce Returns

Returns cost money: shipping, time, and a product that comes back sometimes in unsellable condition. Prevention is better:

• Real, detailed photos. The number one reason for fashion returns is "it doesn't look like the photo." Show the product from multiple angles, on a model if possible.
• Accurate size chart. Include measurements in centimeters, not just S/M/L. Add a guide on how to measure.
• Honest descriptions. If the material is thin, say so. If the color looks darker in person, say so. Well-set expectations reduce returns.
• Sturdy packaging. A product that arrives damaged is a guaranteed return. Invest in proper packaging.

A clear and generous return policy is not an expense. It is a sales tool. The customer who knows they can return something buys with more confidence -- and returns far less often than you would expect.

Need help writing or setting up your return policy? At Mi Primera Tienda we help you get it done.