Order policy – Zendesk

## 📦 **1. Order Policy Types**

### 🔁 **A. Return Policy**

Covers conditions for sending an item back and receiving a refund or replacement.

* **Time Limit**: 7 to 30 days from delivery
* **Item Condition**: Unused, tags intact, original packaging
* **Non-Returnable Items**: Personal hygiene products, perishables, digital goods
* **Return Methods**:

* Courier pickup
* Drop-off at return center
* **Refunds**: Processed after item inspection

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### 🔄 **B. Exchange Policy**

Allows customers to replace the item with a different size, color, or product (if allowed).

* **Timeframe**: Usually same as return policy
* **Item Condition**: Must be resellable
* **Price Adjustments**: If new item is more/less expensive
* **One-Time Exchange**: Some sites allow only one exchange per order

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### 🚚 **C. Shipping & Delivery Policy**

Outlines timelines, fees, and methods for order fulfillment.

* **Standard Delivery**: 3–7 business days
* **Expedited Options**: Extra cost for faster delivery
* **Free Shipping**: Often based on order value (e.g., free above \$50)
* **Tracking Available**

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### ❌ **D. Order Cancellation Policy**

Rules for canceling orders before shipping.

* **Before Dispatch**: Usually free and easy
* **After Dispatch**: May require going through return process
* **Custom Orders**: Often non-cancellable

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### 💳 **E. Payment & Refund Policy**

Details on accepted payment methods and refund timelines.

* **Payments Accepted**: Credit/debit cards, UPI, PayPal, COD
* **Refund Time**:

* Credit/Debit card: 5–7 days
* UPI/Wallet: 1–4 days
* Store Credit: Immediate
* **COD Refunds**: Usually via bank transfer or wallet credit

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### 🛡️ **F. Warranty/Guarantee Policy**

Covers products with manufacturer warranty or satisfaction guarantees.

* **Electronics & Appliances**: Often include 6–24 months warranty
* **Manufacturer Claim Required**: Customer may need to contact brand directly
* **Site-Backed Guarantees**: “30-day satisfaction” for clothing or general merchandise

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## 📌 Tips for Customers

* Always read the specific seller’s policy—some third-party sellers have different rules.
* Take photos of damaged or defective items to support return requests.
* Keep the invoice and original packaging until you're sure you’ll keep the item.